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Purpose of role
As a Customer Account Co-ordinator, you will be responsible for the proactive management of GCCs client accounts while ensuring satisfaction and retention. To achieve this you will liaise with Clients, GCC Area Managers, GCC Contractors, GCC Direct Cleaners, colleagues across the business and suppliers, adding value to each transaction.
Working hours are 09.00am to 5.30pm, Monday to Friday (37.5 hours/week) with early 8am to 9am cover, weekend cover and Bank Holiday cover (both 9.00am to 12.00pm) on a rota basis as paid overtime.
The role will report to GCCs Customer Service Manager
Primary Goals:
- To effectively deal with all queries and complaints raised by both clients and contractors as quickly and efficiently as possible
- To demonstrate professional and effective communication to clients and contractors
- To ensure all remittance and pay queries are resolved quickly enabling all contractors and cleaners to be paid correctly and on time
- To liaise between Area Managers (AM), contractors and cleaners, encouraging all parties to provide the best possible service to our clients
- To ensure all queries are resolved quickly and raise client satisfaction ratings
- To minimize any missed cleans by liaising with the AMs to source immediate cover
Key tasks:
- Inbound/outbound liaison with Area Managers, GCC Contractors and Operatives within defined SLA's
- End-to-end case management of complaints within designated territories.
- To recommend and raise credits and invoices for clients and contractors.
- Process invoice and credit tasks for initial cleans, special cleans, changes in billing, missed cleans, poor cleans and caretakes in a timely manner.
- Book service calls for Area Managers to visit clients.
- Carry out telephone calls to Clients to assess satisfaction and action accordingly.
- Processing any terminated clients in a timely fashion
- Collating inbound requests for cleaning chemicals and equipment orders
- Managing time and attendance software.
- Assist HR and Area Managers with operatives sickness and holiday management.
- Processing and posting of quality control documents to GCC Clients
- Liaison with PHS regarding provision and termination of washroom services
- Fielding general inbound enquiries
- Promoting a positive can do attitude to internal and external customers and look to offer excellent customer service in all cases.
The Person
Essential
- Minimum of two years' experience of customer management and retention in a B2B environment
- Excellent telephone manner and written communication skills
- Ability to build rapport and close working relationships with internal and external customers
- Excellent organisational and administrative skills
- Competent at using Microsoft Word, Excel and Outlook and confident in learning new systems
- Customer service experience
- Experience or working to targets
- Education to degree level preferred with min GCSEs Maths & English Grade B/Grade 6 or above
Desirable.
- Previous experience in a similar role especially within facilities management
- Experience of working with a CRM database
We are an equal opportunity employer and consider all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
- Women-led organization
- Inclusive of minority and disadvantaged groups
- LGBTQ+ friendly workplace
- Age-inclusive
