Overview
Join to apply for the Key Accounts Administrator role at Neighbourly
Milton Keynes, England, United Kingdom
About Us
Neighbourly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighbourly has grown into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year.
Our Brands
* Pimlico Plumbers
* Drain Doctor
* Bright & Beautiful
* Countrywide Grounds Maintenance
* Dream Doors
* Greensleeves Lawn Care
Drain Doctor
Drain Doctor is a market-leading national provider of emergency and planned drainage, as well as plumbing services, through a franchised network of over 30 branches. Drain Doctor is a key part of Neighbourly, a values-guided world-leader of franchise brands focused on repairing, maintaining, and enhancing customers’ homes and businesses.
Reporting Structure
* Reports To: Key Accounts Manager
Key Relationships
* Head office team
* Field based associates
* Franchise network
Purpose of the Role
To assist in the delivery of a world class customer experience to our major national corporate clients. As part of a busy and growing team there will be a varied workload, interacting with high profile companies and our network of franchised partners to ensure that we provide a world class service to all our customers.
Key Responsibilities
* General administrative tasks including the creation, organisation and maintenance of emergencies and planned works-orders.
* Receive customer calls and contact forms, process new work requests and schedule jobs for our busy team of engineers.
* To monitor engineer schedules throughout the day, and liaise with management to ensure customer expectations are met.
* Office-based customer account-management of key accounts, supporting our team and working in a collaborative manner.
* Inbound and outbound call handling.
* Emailing correspondence to both customers and franchisees.
* Complete management and resolution of complaints, identifying opportunities to improve the process.
* Job bookings and updates on bespoke CRM systems (our own and our customers systems).
* Resolving routine customer queries.
* Working collaboratively to grow our national accounts through delivering customer excellence and identifying and developing opportunities to provide additional services to our key accounts.
* Any other reasonable duty that falls within your capabilities.
Experience/Skills/Knowledge
Experience
* Previous experience in an office-based, customer-focused role.
* Previous experience using a CRM system beneficial.
Skills / Knowledge
* Computer literate (Microsoft Office).
* Ability to multi-task.
Behaviours
* Strong communication skills.
* Excellent customer service.
* Positive, can-do attitude.
Inclusivity Statement
Neighbourly is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their age, sex, disability, gender reassignment, marriage and civil partnership, race, religion or belief and sexual orientation. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.
Brand
DMD UK Drain Doctor
Note: This description may include references to locations or roles that are subject to change.
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