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Key Account Team Leader

  1. Operations / Technical Services
  2. Full-time

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Leeds, England, United Kingdom

Rentokil Initial
Key Account Administrator

Salary: £23,706 + Bonus
Leeds

Shifts: Monday - Friday 08:30-17:00

Rentokil Initial is one of the largest business service companies in the world comprising a number of global brands including Rentokil, Initial and Ambius. In the UK we have 10 businesses covering a range of business services from Pest Control, Washroom Hygiene, Specialist Cleaning, Interior Plants through to Property Preservation & Dental & Clinical Waste management.

We are currently looking for a Key Account Team Leader to be based in our Leeds office.

The main purpose of this role is to manage a team of customer service agents liaising with both internal and external stakeholders. Ensuring service delivery and customer satisfaction at every touch point. The role is to effectively manage the Key Account Customer administration and support functions in line with the companies’ set policies & procedures. This will involve interaction with colleagues, suppliers, and customers; therefore, a positive and professional attitude is always required. The purpose of this role is to ensure a high standard of service is delivered to every customer, ensuring every customer contact is a positive experience. This requires a clear understanding of the business processes, ensuring customer excellence is central to all activities whilst consistently meeting the required performance standards

The role will require close working relationships with Key Account Managers, Area Support Managers, and the local cell teams.

Key Responsibilities:

Delivering Customer excellence

  • Handle customer complaints (letters, telephone calls, emails and On guard) in a positive and timely manner
  • Customer account monitoring through OnGuard 
  • Invoice queries 
  • CCM Monitoring  
  • Annual contract renewals in conjunction with Key Account Management Team
  • Maintain customer web sites. 
  • Processing sales into iCABS system  
  • Answer customer calls and raise CCM tickets to field colleagues.  
  • Support robotics with new processes  
  • Monitor Pest connect and raise tickets for any system notifications of pest activity. 
  • Complete and maintain customer trackers.

Front Line Colleague Support 

  • Monitor & maintain customer portals.
  • Provide customer specification details.
  • Organising work.
  • Communicating goals.
  • Connecting work to context.

Team management

  • Monthly one to one appraisals
  • Bi-annual performance appraisals
  • Management of absence in line with Company Policies
  • Management of training for new starters
  • Monitoring of team calls
  • Managing cover for absence team members
  • Delegating tasks.
  • Leading by example.
  • Allocating and managing resources.
  • Problem solving.
  • Managing project progress.
  • Attending customer meetings
  • Updating KAM/Sales Colleague with job/contract numbers once in order to arrange works.
  • Create and reset user details for field colleagues in customer portals.
  • Check visit information.

Requirements:

To qualify for this Key Account Administrator role, you must have:

Essential Skills: 

  • Good numeracy & literacy skills. 
  • Good IT skills, including an understanding of Microsoft packages. 
  • Proven communication skills to both internal and external stakeholders. 
  • Good eye for detail with a high level of accuracy. 
  • Strong commitment to delivering customer excellence. 
  • Strong organisation skills to effectively manage and prioritise workload. 
  • Proven ability to work with diverse groups of people. 
  • Ability to work within a team environment. 

Desirable Skills: 

  • Pest awareness. 
  • Previous experience in a customer focused role
  • Experience in management of teams
  • Empathy for others

Benefits:

In return for a job well done you will receive:

  • A competitive basic salary £23,706
  • Bonus
  • Discounts for high street brands
  • Job stability
  • Full time, permanent employment
  • Career opportunities

Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here.

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