National Account Support Manager
National Account Support Manager
Gateshead
At Churchill, we put our people first so that they can deliver outstanding service to our clients. We recognise that our client's environment reflects their brand and provides a better workplace for their people. We never compromise on quality and are unrivalled in our attention to detail.
Due to business growth, we have an exciting opportunity for a National Account Support Manager. The National Account Support Manager will lead and motivate a team of National Account Team Coordinators. You will be focussed on achieving the highest standards of Customer Service, motoring service levels and ensuring our Clients receive a right first-time answer to any requests for quotes, questions or queries.
Do you have excellent communication, leadership and organisation skills along with the ability to prioritise workload and meet tight deadlines? If the answer is 'Yes', then why not join our team?
This is an opportunity for you to be part of a business, built on strong foundations, selected as a Sunday Times "One to Watch" Fast Track organisation. We are driven to Always Do Right and we are looking for people who share our values. Our independence gives us the freedom to do what we believe in. We believe it's our responsibility to do right by our clients, our society and our planet.
As National Account Support Manager, you will be responsible for:
Ensure the best Customer Service experience for all our Customers, internal and external
Responsible for the operational performance of the National Account Support team, managing high volumes of internal/external customer interactions ensuring effective and timely response
Motivate and lead the team through the setting of clear objectives and measuring success
Challenge and drive the performance of the team, through coaching, training and development
Manage the production of client reporting, focussing on identifying performance improvements and offering decision support
Ensuring that all client KPI's/SLA's for customer response is exceeded at all times
Client Systems - Co-Ordinate the response to Client quotes, queries and instructions in line with the relevant SLA and report on results
Identify escalations and priority issues, resolving disputes and diffusing complaints in a professional manner
Oversee the booking of and client notification of all planned works including setting up new sites with sub-contractors, handling queries and raising invoices and billing
Support the National Relationship Director & Customer Services Director in the development and implementation of Customer Service procedures, processes and systemsAs National Account Support Manager, you will have the following expertise and attributes:
Genuine passion for Customer Service, an excellent verbal and written communicator with an attention to detail
Excellent leadership with a proven ability to motivate and develop a team
Excellent organisation skills with practiced workload management and ability to motivate
Demonstrate initiative and ability to work independently
Ability to engage and understand operational and client requirements and implement procedural change
Thrives on change and can work in an organisation that is undergoing development and growth
Expert with Microsoft Word, Microsoft Excel, Outlook etc.
Desirable qualifications/experience:
Worked within the facilities management or property management sectorOur commitment to Equality, Diversity and Inclusion. We are proud to be an inclusive, equal opportunity employer and seek to attract, develop and retain the best people from the widest possible talent pool. We're committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process
Gateshead
At Churchill, we put our people first so that they can deliver outstanding service to our clients. We recognise that our client's environment reflects their brand and provides a better workplace for their people. We never compromise on quality and are unrivalled in our attention to detail.
Due to business growth, we have an exciting opportunity for a National Account Support Manager. The National Account Support Manager will lead and motivate a team of National Account Team Coordinators. You will be focussed on achieving the highest standards of Customer Service, motoring service levels and ensuring our Clients receive a right first-time answer to any requests for quotes, questions or queries.
Do you have excellent communication, leadership and organisation skills along with the ability to prioritise workload and meet tight deadlines? If the answer is 'Yes', then why not join our team?
This is an opportunity for you to be part of a business, built on strong foundations, selected as a Sunday Times "One to Watch" Fast Track organisation. We are driven to Always Do Right and we are looking for people who share our values. Our independence gives us the freedom to do what we believe in. We believe it's our responsibility to do right by our clients, our society and our planet.
As National Account Support Manager, you will be responsible for:
Ensure the best Customer Service experience for all our Customers, internal and external
Responsible for the operational performance of the National Account Support team, managing high volumes of internal/external customer interactions ensuring effective and timely response
Motivate and lead the team through the setting of clear objectives and measuring success
Challenge and drive the performance of the team, through coaching, training and development
Manage the production of client reporting, focussing on identifying performance improvements and offering decision support
Ensuring that all client KPI's/SLA's for customer response is exceeded at all times
Client Systems - Co-Ordinate the response to Client quotes, queries and instructions in line with the relevant SLA and report on results
Identify escalations and priority issues, resolving disputes and diffusing complaints in a professional manner
Oversee the booking of and client notification of all planned works including setting up new sites with sub-contractors, handling queries and raising invoices and billing
Support the National Relationship Director & Customer Services Director in the development and implementation of Customer Service procedures, processes and systemsAs National Account Support Manager, you will have the following expertise and attributes:
Genuine passion for Customer Service, an excellent verbal and written communicator with an attention to detail
Excellent leadership with a proven ability to motivate and develop a team
Excellent organisation skills with practiced workload management and ability to motivate
Demonstrate initiative and ability to work independently
Ability to engage and understand operational and client requirements and implement procedural change
Thrives on change and can work in an organisation that is undergoing development and growth
Expert with Microsoft Word, Microsoft Excel, Outlook etc.
Desirable qualifications/experience:
Worked within the facilities management or property management sectorOur commitment to Equality, Diversity and Inclusion. We are proud to be an inclusive, equal opportunity employer and seek to attract, develop and retain the best people from the widest possible talent pool. We're committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process