Ashfield Healthcare

Company: Direct to Headcount

Role: Head of Account Management

Location: Leicester

Salary: Competitive

Customer attraction, retention and growth are key to our business and as Head of Account Management, you will be responsible for looking after a portfolio of our strategic accounts which you will need to nurture and develop alongside our sales team. You will ensure, through regular communication with internal and external stakeholders, that we continue to delight our customers, conducting performance evaluations using key metrics.

You will resolve issues to maintain and strengthen customer trust, ensuring that great service is consistently maintained to meet the needs of our customers.

Key Responsibilities:

·      Management of the Account Management Team

·      Champion the development of the account management team whilst carrying out line management duties.

·      Support the Sales team in the early part of the Customers journey.

·      Be introduced to the customer, and explain the purpose of the account management function, giving the customer confidence and reassurances of how they will be looked after and supported by our business during their journey with us.

·      Take full ownership and responsibility for the Customer Onboarding Process

·      Gather as much information as possible about the customer and ensure this is shared across the business.

·      Communicate to the customer our processes for breakdowns, recharges etc, and understand the customers processes for breakdowns, order numbers etc.

·      Liaise with the Fleet Engineer to appoint a repair agent and set up a repairer SLA.

·      Carry out regular reviews to start immediately once the contract is signed by the customer.

·      Be responsible for the handover process as the vehicle enters service.

·      Support the Customer throughout their journey.

·      Hold regular Review Meetings with the customer, including other departments as required, to discuss customer KPI’s.

·      Be the escalation point for the Customer.

·      Delegate any issue resolutions effectively amongst your colleagues depending on who is best placed to resolve and follow up with the customer to ensure a satisfactory resolution has been reached.

·      Provide the glue between Sales, Operations, and the Customer

·      Communication is key – ensure all interested parties are fully aware of the current position with the customer.

·      Take Ownership and Responsibility for

·      Customer Satisfaction and engagement.

·      This is a generic role description and doesn’t detail all the duties as may be required of the position.

Essential Skills:

·      Strong business judgement

·      Empathy, promoting a deep understanding of customers' pain points and obstacles to drive customer loyalty and retention.

·      Strong communication and influencing skills.

·      Strong leadership

·      Knowledge of performance evaluation techniques and metrics

·      The ability to build strong TRUST with customers and colleagues.

·      The discipline to maintain accurate customer records.

·      Being credible, persuasive, and tenacious

·      You’ll really hit the ground running if you have:

·      National transport manager CPC or equivalent

·      Good transport legislation awareness

·      Strong Mechanical background

·      Good Knowledge of HGV’s

Background:

Inizio Engage is an equal opportunity employer, and employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, nationality, ethnic or national origin, disability, age, pregnancy.

Please note if you have not heard from a member of the resourcing department within 7 days your application has been unsuccessful at this stage.

Thank you for your interest in Inizio Engage.