Account Coordinator

Role Description

Monday to Friday, 8:00am – 5:00pm

Our client, based in offices in Crayford, is looking for an Account coordinator to join their growing team. This role will play an integral part of the running of the service department and is a fantastic opportunity for anyone looking to be apart of a vibrant and expanding business.

Key Responsibilities

• Line management for the service administration team, undertaking annual appraisals. Monitor staff levels. Identify and promote staff training & development.
• Maintain an ongoing dialogue with customers/clients regarding the condition of their lift and any potential costs.
• Maintain records and conduct analysis as appropriate including number of assets under contract, contracts won/lost, reasons for loss, etc.
• Support the Service Management Team (SMT) with the compilation of all job sheets, service reporting, customer scheduling, site visits, customer/client meetings, surveys and supplier information as required.
• Support all areas of the company as required including repair team, project team, sales team, administration team and compliance with clear, accurate and timely communication and information.
• Liaise with customers to arrange work is carried out at a mutually convenient time.
• Ensure all service visits (PPM) are completed in accordance with agreed maintenance schedules/customer SLAs and in line with company objectives target. Manage/maintain weekly monitors – report performance to the Compliance Manager.
• Record warranty breakdowns, identifying root cause. Identify trends and action as required. Aim to reduce levels in line with company objectives target. Manage/maintain weekly monitors – report performance to the Compliance Manager.
• Record Thorough Examination insurance defects (e.g. date generated, date closed, repeat defects, immediate defects). Manage/maintain weekly monitors – report performance to the Compliance Manager.
• Manage and maintain customer databases/portals as per contract requirement (e.g.  PPM, SLA/KPIs, insurance items, quotes, etc.)
• Prepare performance reports including bespoke contract reporting, QA and HS&E objective reporting, and maintain supporting filing systems – report performance to the Compliance Manager.
• Provide admin support to the SMT: create and maintain any necessary diaries, spreadsheets, records, etc. including bespoke reports.
• Act as point of contact where necessary for service customers/clients. Maintain contact lists.
• As required, raise purchase orders for service materials and labour. Ensure these are in line with service deliverables and confirmed supply chain lead times.

• Attend and minute SMT and engineer meetings, etc. Attend management meetings as required

Qualifications & Experience

• Proven service experience preferably within the lift industry
• Proficient in IT and Microsoft Office
• Strong organisational skills with high level of attention to detail and accuracy
• Good communication (verbal and written), negotiation and relationship-building skills
• Recognise the importance of presentation, spelling and grammar
• Adept at problem solving and dispute resolution
• Experience of maintaining confidential records
• Strong organisational skills with the ability to multi-task
• Excellent customer care and time management skills.
• Professional telephone manner
• Ability to work under pressure
• Positive and ‘can do’ attitude

If this sounds like the role for you, apply now!