Job Description
* Act as a point of contact for client account queries and requests, ensuring they are followed up and delegated appropriately.
* Manage a portfolio of existing accounts, ensuring high levels of client satisfaction and consistent communication.
* Proactively review and monitor clients to identify opportunities for upselling to modern or enhanced IT support packages.
* Assist in preparing client review packs, usage summaries, and basic performance reports for periodic meetings.
* Maintain accurate and up-to-date client records, agreements, and communication history in the CRM.
* Escalate technical or service-related issues to the relevant support or engineering teams, ensuring clients are kept informed throughout.
* Track renewal dates, contract milestones, and recurring services for assigned clients.
* Support the sales team with proposal generation, quotes, and document preparation for existing clients.
* Help coordinate client satisfaction surveys and gather feedback to identify trends or potential risks to retention.
* Collaborate with senior account managers to develop account growth plans and client engagement strategies.
Experience Required
* Proven experience in a customer-facing role such as account management, customer service, administration, or sales coordination.
* Background in a service-led industry (IT, telecoms, SaaS, or similar) is desirable.
* Experience managing multiple tasks or accounts in an organised, methodical way.
* Familiarity with CRM systems, email management, and basic reporting tools.
* Exposure to sales or business development activities, including identifying upsell or cross-sell opportunities.
* Basic understanding of IT environments or managed services is an advantage (training will be provided).
* Full UK Clean Driving License
Personal Attributes
* Self-starter with initiative and independence.
* Strong organisational skills and attention to detail.
* Calm under pressure and deadline-driven.
* Team player with a positive attitude and willingness to share knowledge.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
Staff Benefits
* Holidays: 20 days annual leave plus 8 bank holidays. Birthday off. Staff may choose either Christmas Eve or New Year's Eve as an additional paid day off. (This is currently under review)
* Pension: Company contributes to employee pension scheme, subject to eligibility and statutory requirements.
* Maternity/Paternity: Statutory maternity and paternity leave provided, with potential for enhanced support based on tenure and role.
* PDP'S & training: Quarterly Personal Development Plans (PDPs) and regular 1:1 meetings to support career growth and training needs.
* Themed social and charity days/team building: Organised social events such as race days, bowling nights, and charity-themed activities to promote team bonding.
* Mental Health/referral program: Access to professional mental health services and referral programs for confidential support.
* Uniform: Uniform includes 5 branded tops, 1 fleece, and 1 jacket provided upon joining and refreshed as needed.
* Free drink and food: Complimentary snacks, hot and cold drinks, filtered water, and occasional paid lunches including breakfast options.
* Onsite Parking: Free onsite parking available with easy walking access to the town Centre.
* Charity payments: Company supports local charities chosen by staff, with regular fundraising and donation initiatives.
* Employee of the month: Monthly reward vouchers distributed to staff in recognition of outstanding performance or contributions.
* Sick pay: Paid sick leave available after probation period, subject to attendance triggers and company policy.
* Death in Service: Death in service benefit provided to eligible employees, offering financial support to nominated beneficiaries.
* Workforce Engagement: Company fosters a culture of engagement through regular feedback, recognition, and inclusive decision-making.
* Environmental Policies: Commitment to sustainability through recycling initiatives, responsible printing practices, and energy awareness.
* Flexible working: hours permitted as long as adequate team coverage is maintained and operational needs are met.
* Electric car scheme: Electric car salary sacrifice scheme available to eligible employees, supporting green commuting options.
* Health Care: After 3 months - declared on P11D
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
* Discounted or free food
* Free parking
* Health & wellbeing programme
* On-site parking
* Private medical insurance
Work Location: In person