Head of Account Services
Permanent, full-time
40hrs/wk Mon – Fri 9am – 5.30pm
Outskirts of Cardiff
Competitive salary
ST7288
Our client is an established presence within the medical supplies sector and they are entering a period of expansion and growth. With honesty, trustworthiness and commitment at the heart of their core values, our client is looking to increase their market share offering industry-leading levels of excellence. They are looking for a Head of Account Services to join the team. The Head of Account Services will be responsible for managing the Account Services Team, including all aspects of performance management. The key success criteria are customer engagement and attrition.
Head of Account Services – Main duties:
• Lead a team of account service executives to deliver service excellence and offer appropriate products and services
• On occasions, be available to visit Customers
• Suggest, design, implement and execute processes and policies to improve customer outcomes
• Liaise with all functions to manage and improve starters and leavers process of customers
• Provide training and mentoring to optimise performance within the account services team
• Perform all aspect of performance management within the account services team
• Effectively handle all in-bound customer and Prospect (Customers) contact
• Liaise with relevant internal departments to resolve issues and queries raised by Customers
• Record relevant information in the company CRM
• Handle customer enquiries & complaints in a professional and thorough manner, ensuring that complex or more serious issues are escalated in the appropriate person
• Be aware of relevant regulatory requirements (e.g. FMD)
• Adhere to company policies and procedures specific to role
• Have detailed understanding of products and services offered by the company
• Provide guidance and advice to Customers on appropriate products and services
• Oversee and support Customers in adopting products and services
• Support remote working team members efficiently and professionally
• Assist in marketing campaigns
Head of Account Services – Key Skills:
• Proven experience of mentoring and training team members
• Ability to develop, improve and implement processes
• Excellent customer focus
• Excellent attention to detail
• Excellent communication skills with the ability to work on own initiative in line with procedures
• Ability to work effectively whilst under pressure
• Ability to deal with multiple tasks simultaneously
• The ability to be flexible and creative in dealing with customers