Overview
The Senior Account Manager oversees Electrical services, reactive maintenance, and planned contracts. This role is pivotal in ensuring the highest standards of safety, compliance, and customer satisfaction. The Senior Account Manager will report directly to the Operations Director and will play a crucial role in managing client relationships and operational efficiency.
Key Roles and Responsibilities :
- Contract Management: Oversee and manage Electrical Services delivery to ensure all contractual obligations are met.
- Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery and operational efficiency.
- Compliance Oversight: Ensure all activities comply with relevant regulations and standards, including health and safety, environmental, and quality standards.
- Client Relationship Management: Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively.
- Team Leadership: Lead and mentor a team of account managers and support staff, fostering a collaborative and high-performance culture.
- Performance Monitoring: Monitor and report on the performance of contracts, including financial performance, KPIs, and service delivery standards.
- Issue Resolution: Proactively identify and resolve issues related to contract performance, compliance, and client satisfaction.
- Reporting: Prepare and present regular reports to the Operations Director and other senior management, highlighting key performance metrics and areas for improvement.
Key Deliverables and Objectives :
- Compliance Achievement: Ensure 100% compliance with all Electrical safety regulations and standards.
- Client Satisfaction: Achieve and maintain a client satisfaction score of 90% or higher.
- Contract Performance: Meet or exceed all contractual KPIs and service level agreements (SLAs).
- Financial Targets: Manage contracts to achieve financial targets, including budget adherence and cost control.
- Team Development: Develop and implement training programs to enhance the skills and performance of the account management team.
- Issue Resolution: Resolve 95% of client issues within the agreed timeframe.
- Reporting Accuracy: Deliver accurate and timely reports to senior management, with a focus on actionable insights and recommendations.
- Process Improvement: Implement at least three significant process improvements annually to enhance operational efficiency and service delivery.
Knowledge, Skills and Abilities :
- Industry Knowledge: In-depth understanding of the social housing sector, particularly in relation to Electrical compliance, reactive maintenance, and servicing.
- Regulatory Knowledge: Comprehensive knowledge of relevant regulations and standards, including health and safety, environmental, and quality standards.
- Leadership Skills: Proven ability to lead, motivate, and develop a team, with strong interpersonal and communication skills.
- Client Management: Excellent client management skills, with a track record of building and maintaining strong client relationships.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
- Organizational Skills: Exceptional organizational and time management skills, with the ability to manage multiple priorities and deadlines.
- Technical Proficiency: Proficiency in relevant software and tools, including contract management systems and Microsoft Office Suite.
- Adaptability: Ability to adapt to changing circumstances and work effectively in a fast-paced environment.
Pay: £60,000.00-£70,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
- Chertsey, Surrey: reliably commute or plan to relocate before starting work (preferred)
Licence/Certification:
- Drivers Licence (preferred)
Work authorisation:
- United Kingdom (preferred)
Work Location: Hybrid remote in Chertsey (Surrey)
