Job Description: Key Accounts Administrator
Role Overview
The Key Accounts Administrator plays a critical role in supporting the day-to-day operational delivery of service contracts for our major clients. This position is the front line in service for our Key Accounts—representing Walker Fire throughout the customer's journey—and should consistently strive to deliver excellence in all aspects of client interaction, administration, and communication.
Acting as the administrative backbone for the Key Accounts team, this role ensures that service delivery, job scheduling, reporting, and customer communications are handled efficiently, accurately, and with the highest standards of professionalism.
The role will involve working closely with Account Managers, Engineers, Planning teams, and Clients to support seamless execution of Planned Preventative Maintenance (PPM), reactive callouts, asset management, and contract compliance.
The position may also involve attending customer meetings—either virtually or in person—when required, in line with contractual SLAs and review schedules.
Key ResponsibilitiesContract Administration & Coordination
* Coordinate and maintain contract-specific schedules, ensuring PPM visits, remedial works, and compliance tasks are booked in line with KPIs and SLAs.
* Ensure all contract requirements, site details, and access arrangements are recorded and up to date.
* Maintain and update internal systems (e.g., job management software, CRM) with accurate client and asset information.
* Support the maintenance and updating of contract-specific pricing structures, ensuring all updates reflect agreed terms, cost changes, and commercial reviews.
Client Communication
* Act as the first point of contact for day-to-day queries from key account clients.
* Provide regular updates to clients on job progress, completion reports, and any access or scheduling issues.
* Issue reports, certificates, and quotations to clients within agreed timeframes.
* Attend customer meetings (virtually or in person) to support account reviews, issue resolution, and ongoing service improvements as required.
* Update contract records following job completion, including applying relevant pricing updates, scope amendments, or site-specific changes as needed.
Support for Account Managers
* Assist Account Managers with the preparation of performance reports, monthly contract reviews, and KPI dashboards.
* Support mobilisation of new contracts, including the collation of site lists, asset records, and client requirements.
* Help coordinate cross-selling opportunities and upselling initiatives within existing accounts.
Job & Asset Management
* Review completed job sheets and ensure all relevant compliance documentation is attached and processed.
* Support asset tagging, validation, and lifecycle tracking through our internal platforms.
* Monitor completed works for non-compliance, return visits, or escalated issues and flag to relevant teams.
Compliance & Reporting
* Ensure documentation and data handling is compliant with ISO standards, GDPR, and internal policies.
* Track and support achievement of contractual KPIs (e.g., first-time fix rate, attendance within SLA).
* Contribute to internal audits and quality assurance activities as needed.
Core Competencies
* Organised and detail-oriented, with strong time management skills.
* Proactive approach to resolving issues and ensuring customer satisfaction.
* Ability to multitask and prioritise workload in a fast-paced environment.
* Team player with a collaborative mindset.
* Trustworthy and discreet with confidential information.
Additional Information
This is a varied and dynamic role ideal for someone looking to develop within a growing business that values compliance, customer service, and operational excellence. Occasional travel for internal meetings, customer reviews, or contract mobilisations may be required.
Job Type: Full-time
Pay: £26,000.00 per year
Benefits:
* Additional leave
* Company pension
* On-site parking
Language:
* English (required)
Work Location: In person