About the role
Balfour Beatty Asset & Technology Solutions (ATS) is seeking a proactive and customer-focused Customer Support Account Manager to deliver an exceptional customer experience across our projects, contracts and service areas.
As the primary point of contact for our customers, you will build strong relationships, coordinate service delivery, monitor performance against SLAs and KPIs, and ensure operational issues are resolved efficiently. You'll work closely with internal stakeholders and supply chain partners to drive service excellence and identify opportunities for continuous improvement.
What you'll be doing
- Acting as the main point of contact for assigned customer accounts.
- Building and maintaining strong customer and stakeholder relationships.
- Monitoring and managing SLAs, KPIs and service performance.
- Coordinating with internal teams and external suppliers to ensure timely service delivery.
- Managing customer issues, escalations and action tracking through to resolution.
- Producing customer reports, dashboards and performance updates.
- Maintaining accurate customer records, service documentation and mobilisation trackers.
- Identifying opportunities to improve processes, communication and customer experience.
Who we're looking for
- Proven experience in a customer-facing or account management role.
- Strong communication and relationship-building skills.
- Experience managing service-based workflows, SLAs or KPIs.
- Excellent organisation, prioritisation and multitasking abilities.
- High attention to detail and accuracy.
- Ability to remain calm and professional in a fast-paced environment.
- Strong Microsoft Office skills, including Excel, Teams, PowerPoint and Word.
- Experience within construction, engineering, plant hire or a related industry would be advantageous.
Why work for us
Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.
Why join us?
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:
- Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
- 25 days paid annual leave (pro rata)
- Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
- Pension, share incentive plan, volunteering leave, recognition schemes and much more…
About us
Asset & Technology Solutions provides innovative, safe and sustainable solutions to the Balfour Beatty projects across the UK. Our wide range of equipment and services includes HGV’s, tower and crawler cranes, piling equipment, CCTV and security services, survey services and drones, suction excavators, sweepers, modular accommodation and much more.
Diversity and inclusion
At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.
As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/
We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: [email protected]
Job Reference: BBUK19964
