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Account Coordinator

Location: North Tyneside

Salary: 8.41 per hour

Job Type: Temporary

Job ID: 167337

Our client is the UK's largest multi-utility metering services company. They operate on a national basis on behalf of gas, electricity and water companies. They own the meters that inform the country’s leading energy providers how much energy their customers have used.

 

About The Role

Job Summary

The Account Coordinator (DRS - Debt Recovery Service) administers delivery of the DRS provision for our key accounts, managing direct- and subcontract labour to ensure all work is completed efficiently and within budget. Delivery that meets or exceeds the relevant KPIs and SLAs is of utmost importance.

Key Responsibilities

  • Dedicated point of contact for our key accounts, both by telephone and by email

  • Batch import of data into the Service Centre system

  • Batch export of data from the Service Centre system into the Dashboard

  • Allocating jobs to direct- or subcontract labour as appropriate, mindful of non-standard requirements, additional costs and other such considerations

  • Ensuring that agreed stock levels are observed at all times

  • Managing the on-boarding process for new subcontractors

  • Auditing subcontractors and ensuring that the company standards are upheld

  • Processing and validating invoices for manager approval

  • Ensuring that all visits meet or exceed the desired standard, delivering a high level of client satisfaction

  • Dealing with members of the public with sensitivity, referring them to the correct point of contact toward a satisfactory outcome

  • Handling and resolution of customer complaints, managing expectations of the customer throughout in line with company guidelines.

  • Gathering/collating/submitting accurate MI as required by the Customer Service Team Leader or Customer Service Manager

 

The Ideal Candidate

 

  • Inbound and outbound calling experience in a B2B or B2C environment

  • Experience of planning and scheduling of work for a field based workforce

  • Geographical awareness

  • Ability to work collaboratively with key stakeholders

  • Experience using CRM systems

  • Dedicated to the provision of excellent customer service

  • Excellent communication skills

  • Professional telephone manner

  • Extremely well organised with strong time management and prioritisation skills

  • Self-motivated and enthusiastic

  • Driven to deliver against objectives

  • Confident in use of the Microsoft Office and Google Apps suites

  • Able to understand the social, economic and cultural differences across the different regions of the United Kingdom