Customer Service Account Manager

Are you a successful Account Manager looking for a new opportunity? If so then we would love to hear from you!

You will be working for a prestigious, North West based laboratory testing company that offer their services to the legal profession, corporations and members of the public.

Our ideal candidate will be able to demonstrate the following key skills and competencies:

• Effective communication both spoken and written

• Ability to identify own limitations and strengths

• Proactively recognise training needs and request support

• Work within a structured process, understand the demands of the quality management system and adherence to best practice

• Ability to negotiate and respond to the customers' demands

• Deal with situations with empathy yet able to be assertive as appropriate.

• Manage the expectations of the customer and the business

• Outstanding attention to detail and accurate recording of information

• Commercial acumen- able to spot opportunities for sales, up-selling, etc. and influence the customer as appropriate

• Very organised, able to plan and deliver and multi-task, meeting targets and deadlines

• Able to keep calm under pressure

• Whilst taking responsibility for a specific group of customer, must also be able to work as part of a team to cover absences, colleagues' peaks in demand, etc.

• An understanding of external and internal customers

• Extremely IT literate.

• Proactive: able to suggest and improvement improvements

What will I be doing in my new role?

You will act as a single point of contact for specific groups of customers including provision of quotes, chasing quotes, registering cases, organising sample collections, releasing case reports and acting as point of contact for customers for cases or the full life-cycle.

What will I be accountable for?

• The Account Manager will report directly to the Customer Service Manager
• The Account Manager will aim to deliver excellence on every interaction both internal and external
• To engage directly with customers, anticipate or help them to understand their needs and deliver a quality and relevant service within agreed service level agreements.
• To handle any customer complaints at first contact with a "one call" resolution where possible. All complaints should be reported to the Customer Service Manager and the Quality team for root cause analysis.
• Ensure compliance with ISO17025 and ISO9001 and all departmental procedures, policies and protocols
• All interactions, written or verbal, will be professional and courteous with all our customers, internal and external. All case-related interactions are recorded on our casework management system.
• Achieve key performance indicators as set by the Customer Service Manager.
• Attend account meetings and engage with solution led thinking.

We require candidates with a flexible approach to their working week, working later shifts may be a requirement in the future.

In return our Client can offer a competitive salary of £18-20,000 dependant upon experience along with other benefits such as:

• Scheme
• Death in service benefit
• Healthshield benefit

For further information about this fantastic new vacancy please call 07515 325 011 or apply now for immediate consideration.