NATIONAL ACCOUNTS SUPPORT (JNNAS)
One of our Tameside clients are looking for maternity cover within their National Accounts Department, this will be a minimum of 12 months support, with a salary of £20k per annum, to start as soon as possible.
The role is predominantly a customer service role, so the ideal candidate will have some customer service experience, a call centre background would be advantageous. The role is extremely faced pace and there is a lot of information to take in within the department as they will be dealing with both clients and suppliers. Excellent telephone skills are essential along with organisational skills. We are looking for a confident and bubbly individual who works well in a team and on their own.
The role will be a combination of office working and working remotely. All training will be completed in the office.
- Working as part of the National Account Management team you will be responsible for, dealing with
- customer and supplier queries, and providing administrative support as needed to the wider team.
- Ensuring all client and supplier enquiries are dealt with promptly and adhering to the required standards.
- To work closely with the National Accounts Manager and National Account Supervisor, keeping them informed on all client, supplier, and team matters.
The National Accounts Support reports directly into National Accounts Office Supervisor
The National Accounts Supervisor reports directly to the National Accounts Office Manager
To ensure that all inbound calls into the department are answered in a timely professional manner.
Team to use company standard greeting and give their name on answering all calls.
Reported issues to be logged on the CRM at point of call and issue categorised correctly so the correct SLA is assigned
The National Accounts Support will deal with daily client queries such as failed deliveries and failed service levels
All issues must be resolved promptly, the National Accounts Support is responsible for ensuring all reported issues are resolved quickly and efficiently, dealing with all internal communications and concluding to the satisfaction of the client so all clients receive a response within 2 hours.
Checking that all issues logged on CRM do not breach the SLA.
If a client’s sites are receiving a persistent poor service from a supplier, you will be required to escalate the issue to the National Accounts Supervisor or National Accounts Office Manager, providing full details of the history surrounding the issue and all relevant contact details.
Escalate all issue or queries that may affect the business to the National Accounts Supervisor / Manager.
Ensure that the client is kept well informed on the progress of any issues until resolved
Providing administrative support to the wider team as and when required.
It is essential that the National Accounts Support communicates effectively within each department to ensure the required level of information and support needed is provided accurately and on time as required by your clients. If at any time information is not provided as required by the client and this has the potential to affect the client relationship, the National Accounts Support escalates this to the National Accounts Supervisor or National Accounts Office Manager and agrees a course of action to resolve.
To log all issues on the CRM system and keep it updated, also to run reports as and when needed
Roll Out Operational Support
To provide support for new business roll outs in the form of resourcing of call campaigns to new sites ensuring the team is fully briefed on contract prerequisites and all call details are recorded accurately and followed through to completion.
Contract & SLA’s
Each client contract contains the main details about the services they require from penalties they can impose a shortfall on contractual/service areas, these details need to be fully understood to ensure that all aspects are achieved and so that their business is protected.
Knowledge and Skills
GSCE English and Maths equivalent.
Excellent communication and relationship/team building skills
Experience of using Microsoft Outlook, Word and Excel.
Excellent telephone skills
Customer Service experience essential.
Meticulous attention to detail
Superior organisational skills.
Confident and polite phone manner.
CRM experience desirable
Able to work to challenging deadlines
Solid problem solving, decision making and analytical capabilities
Willing to adopt a flexible, hands-on, common-sense,” lead from the front”, “can do “approach
Hours and Benefits:
- Full time hours Monday to Friday – company parking when on site
- Company canteen, Pension
- Monthly salary
- £20k per annum to start asap.
Online applications followed by video call will be conducted if suitable.
Bennett Staff acts as an employment agency for permanent staff and an employment business for temporary workers. We recruit for roles based in Office, Warehousing, Manufacturing, Logistics, Industrial and all categories of Catering staff.
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We aim to respond to all successful applications within 7 days. If you haven’t been contacted within this time, your application will have been unsuccessful, and your details will not be held. We apologize that we are unable to contact everyone in person and thank you for your interest