Customer Relationship Assistant – Birmingham

As a Customer Relationship Assistant, you will be expected to provide comprehensive Account, Business and Management support to the Account Manager and Customer Service Manager. Delivering exceptional levels of service and building relationships between Elis and our customers.

Responsibilities of a Customer Relationship Assistant:

• Act as a dedicated point of contact for complex/at risk customers to enhance/rebuild customer relationships
• Manage & respond to all direct customer communication, complex/at risk customers, via telephone and email effectively and efficiently
• Collate feedback from Drivers and OPD’s regarding customer issues/observations and report back to Account Manager in a timely manner
• Coordinate and ensure account management actions, from visits/calls/emails, are delivered in a timely manner
• Provide high quality account management support inc customer meeting preparation, analytical assessment of activity/risk/service failures, quotation (CAR) preparation
• Co-ordination and support Account Manager with contractual paperwork in line with company processes
• Manage revenue generation workstreams, liaising with Operations and Service teams with regular publication of revenue & discounting statistics for site to General Manager & Customer Service Manager
• Provide timely, accurate and financial monthly reports and analysis for General Manager & Customer Service Manager
• Analyse lost business and complaint management data - ability to see the bigger picture, identify key issues/trends
• Manage outstanding journals to ensure timely resolution, revenue generation and discount approvals as required.

Requirements of a Customer Relationship Assistant:

• Displays a customer centric mind-set, with regards to service and problem solving
• Good communication, listening and people skills
• Ability to multi task and keep cool in heated situations
• Planning skills, structured and self-driven
• Work closely with the Account Managers and liaise with agreements
• Raise detailed, accurate call logs in response to customer contact and circulate them as necessary, ensuring all daily customer requirements are received and actioned.
• Ensure that the requirements of the Data Protection Act are adhered to.
• To identify any added value opportunities and pass this to the sales team.
• Debt Management
• Flexible and able to react quickly to the needs of the customer
• Excellent PC literacy (word, excel, internet, outlook)
• Patient, polite and courteous

Benefits for a Customer Relationship Assistant:

• National Structure to facilitate ambition
• Nest Pension
• 29 days holiday
• Working with a great team