Account Manager
- Salary: £35k - £40k
- Job Type: Full-time
We are looking for an Account Manager to provide essential support to the Account Director in managing client contracts. This role involves a wide range of services, including cost control, service quality improvement, and ensuring operational profit exceeds a 12% gross margin. The Account Manager will play a pivotal role in maintaining client satisfaction and driving continuous improvement across the board.
Day to Day of the Role:
- Maintain, negotiate, and manage the contract-specific supplier base.
- Conduct site visits nationally in line with the quality audit programme or as required by the client.
- Maintain, update, and review compliance gap analysis.
- Complete and document 12 quality audits as per the audit programme.
- Review and manage all quotes in TASKYE to ensure best practice, price, and compliance.
- Manage communication between customers and suppliers.
- Assist with the production of monthly management reports.
- Chair client meetings, produce action points within a 5-day SLA, and respond to out-of-hours calls as required.
- Mobilise additional service lines and manage change orders for the contract.
- Drive innovation, quality, and continuous improvement initiatives.
- Effectively manage suppliers to deliver acceptable levels of service.
- Setup and maintain all scheduled tasks on TASKYE as agreed with the clients.
- Manage the Service Desk operatives within your portfolio and analyse service desk data to identify trends.
- Ensure accuracy in maintaining fixed services on TASKYE and provide a management interface with the customer's management team.
- Proactively manage debt escalations, finance queries, overdue variable events, and scheduled events.
- Manage client escalations and complaints with clear records on TASKYE.
Required Skills & Qualifications:
- Proven experience in account management, preferably within a service-oriented sector.
- Strong negotiation and supplier management skills.
- Excellent communication and interpersonal abilities.
- Ability to conduct quality audits and manage compliance.
- Proficient in using management information systems/CRM, such as TASKYE.
- Capable of driving continuous improvement and innovation.
- Financial acumen to manage costs and ensure profitability.
- Ability to manage and analyse service desk data effectively.
Benefits:
- Brand new office building.
- Competitive pension scheme.
- Employee Assistance Program.
- Company-sponsored events.
- Annual performance-related bonus.
- 25 days holiday plus bank holidays.