Job Purpose
To create a long-term, trusting relationships with our customers and key site contacts throughout the life-cycle of a development. The account manager is the key point of contact for customers, developing a culture of customer satisfaction through the timely and thorough handling of queries, questions and site progress requirements from inception to completion.
Overview of Responsibilities
Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments as to the progression of the site development.
Build and maintain strong, long-lasting client relationships.
Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Clearly communicate on a weekly basis with customers and surveyors the progress of their development.
To initiate first point of contact from new order through delivering a Welcome Call focusing on processes, tools and methods of communication.
Assist with challenging client requests or issue escalations as needed.
Ensuring Crisp contains correct information provided by the risk management teams to include names, email information and contact information.
Continual review of non-active sites ensuring they are progressing and removing the burden on risk management staff to maintain progress.
Accurately records and logs interaction with customers and update account information.
Indexing documents to internal folders received from customers, surveyors and any 3rd party.
Chasing customers/ surveyors for outstanding documentation.
Conducting file reviews on plots reaching completion.
Dealing with customer queries from both internal and external customers (surveyors and customers/ site-based queries).
Issuing cover notes on demand.
Completing site re-allocations on demand.
Gathering completion forecast data to provide to senior staff within Key Nationals.
Supporting additional technical staff such as Design Surveyors and Engineers.
Experience / Skills
Highly motivated and well organised, displaying a positive mind-set and high energy.
Ability to follow and champion the MDIS culture and Values
High level of interpersonal skills, with the ability to build relationships and remain open and honest
Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach
Committed to being a strong team player and remaining positive and approachable
Ambitious, willing to go above and beyond and is driven in achieving company goals and personal objectives
Must be familiar with Microsoft office namely; word, excel and outlook
Experience managing multiple customers, using various methods of communication
Experience in using computerised data management system is desirable
Customer Service experience is desirable
