JOB DESCRIPTION Job Title Department Reporting to Responsible for Location Job Role: Account Management Managing [Corporate/Retail] teams Leeds / Solihull / Crowthorne Management of a team to ensure the successful achievement of Account Management s objectives. Pro-active management of vehicle renewals to generate orders and deliver maximum performance against plan. Ensure all driver and customer issues are resolved, customer policies and processes adhered to and team members are actively engaged in delivering the Account Management purpose. Manage and consistently deliver the Quest Programme, creating a team ethos and behaviours reflecting the Values of Zenith, supporting each individual in reaching their full potential Identify potential talent within the team and develop in accordance with the competency framework. Perform a player manager role, delivering excellent customer service to client portfolio. Environment: A Friendly and Engaging team that delivers Innovative, Personal and Knowledgeable experiences that are Easy for our customers. This is an office based role some travel may be required to visit various sites Responsibilities: Support the Customer Service Manager with their duties Manage day-to-day issues and client complaints escalated from the team and CRMs, to satisfactory outcome Arrange huddles and monthly team meetings review performance and actions. Celebrate achievements and plan ongoing focus where required.
Arrange 1:1 s with the team, document objectives and measure against them. Mapping career progression in line within the competency framework. Manage resource levels and assist with recruitment Manage the team work load, deliver upon set customer service standards through close monitoring and evaluation of in-house customer satisfaction surveys, implementing process changes and training to achieve this. Ensure all operational processes and procedures are fully updated and amend when necessary to improve efficiency and effectiveness of team. Recognise and actively promote the advantages of business change. Provide management information to all departments as and when required Assist with the on-boarding of new customers taking an active role in the implementation, support the implementation manager with any meetings, process confirmations and facilitate UAT and Live testing and sign off. Assist and support with system upgrades - taking an active role in the UAT and Live testing and sign off. Act as a role model for excellent customer service and Zenith values, encouraging the use of vision and values in day to day language and behaviours within the team
PERSON SPECIFICATION Job Title Department Account Management Skill Essential Desirable Outstanding customer service and communication skills Proven relationship building skills Approachable with the ability to coach and support team members Professional manner leading by example Exceptional organisational and communication skills Effective people management, engagement and motivational skills Excellent analytical skills Excellent organisation and time management skills Knowledge and qualifications Essential Desirable Demonstrate an excellent understanding of Zenith s objectives both from a departmental and business perspective. Excellent IT and systems knowledge People management qualification(s) i.e. coaching / ILM
Demonstrate an excellent understanding of the fleet industry, extending to Zenith s products and services. Experience Essential Desirable Expertise in handling customer issues and complaints at high level Remaining calm under pressure whilst prioritising effectively Previous experience in coaching/supporting / mentoring Previous team leading experience Experience in facilitating new customer implementations and business change. Experience working to KPI s / SLA s and targets Personal Characteristics Essential Desirable Professional demeanour and a passion for providing exceptional service Strong attention to detail Ability to motivate and influence at all levels with an assertive but diplomatic approach Positive can do attitude RECRUITMENT PROCESS Please email your CV to HR@zenith.co.uk and we will be in touch.