What you'll be doing
• To act as the primary point of contact with responsibility for the planning and/or service delivery of customers or specified key accounts, contracts or events as allocated to produce the agreed quality of service.
• To own all customer enquiries and orders for the TVOB Temporary Services product set and progress and coordinate customer order through quotation, order taking and processing, service provision and billing preparation.
• Coordination and booking of both internal and external resources to provide the most cost effective solution, ensuring quality control to meet service level agreements and customer satisfaction.
• Ensure that billing preparation data is completed to meet unit and financial deadlines to ensure customers are accurately billed in a timely manner.
• Ensure global booking, billing preparation and financial processes are adhered to and be able to effectively use the relevant information systems and databases to record information that accurately reflect services provided to enable service provision and accurate billing.
• Ownership and resolution of customer complaints and billing issues within processes established.
• Pro-actively support the booking team with effective control of resource levels by providing information on account and work activity, providing cover where required for periods of sickness, annual leave and increase in business activity. Team leader responsibility may be allocated as required.
• To support the additional temporary events functions operating from within the business unit, with capability for processing new customer orders and maintaining the customer relationship.
• Actively involved in developing and increasing the profitability of the unit by building and developing new and existing customer relationships, with attendance at customer service review meetings and pro-actively selling services via telephone and/or customer visits.
Skills and Experience
• Experience with Media and Broadcast solutions and services.
• Management and processing of technical customer bookings.
• Billing of external customer bookings.
• Exceptional customer service of both internal and external stakeholders.
• Working within a highly pressurised environment under urgent, tight timescales.