Key Account Team Leader

Rentokil Initial
Key Account Administrator
Salary: up to £25,247 DOE + Bonus
Leeds
Shifts: Monday - Friday 08:30-17:00
Rentokil Initial is one of the largest business service companies in the world comprising a number of global brands including Rentokil, Initial and Ambius. In the UK we have 10 businesses covering a range of business services from Pest Control, Washroom Hygiene, Specialist Cleaning, Interior Plants through to Property Preservation & Dental & Clinical Waste management.
We are currently looking for a Key Account Team Leader to be based in our
Leeds
office.
The main purpose of this role is to manage a team of customer service agents liaising with both internal and external stakeholders. Ensuring service delivery and customer satisfaction at every touch point. The role is to effectively manage the Key Account Customer administration and support functions in line with the companies' set policies & procedures. This will involve interaction with colleagues, suppliers, and customers; therefore, a positive and professional attitude is always required. The purpose of this role is to ensure a high standard of service is delivered to every customer, ensuring every customer contact is a positive experience. This requires a clear understanding of the business processes, ensuring customer excellence is central to all activities whilst consistently meeting the required performance standards
The role will require close working relationships with Key Account Managers, Area Support Managers, and the local cell teams.
Key Responsibilities
Delivering Customer excellence
Handle customer complaints (letters, telephone calls, emails and On guard) in a positive and timely manner
Customer account monitoring through OnGuard
Invoice queries
CCM Monitoring
Annual contract renewals in conjunction with Key Account Management Team
Maintain customer web sites.
Processing sales into iCABS system
Answer customer calls and raise CCM tickets to field colleagues.
Support robotics with new processes
Monitor Pest connect and raise tickets for any system notifications of pest activity.
Complete and maintain customer trackers.
Front Line Colleague Support
Monitor & maintain customer portals.
Provide customer specification details.
Organising work.
Communicating goals.
Connecting work to context.
Team management
Monthly one to one appraisals
Bi-annual performance appraisals
Management of absence in line with Company Policies
Management of training for new starters
Monitoring of team calls
Managing cover for absence team members
Delegating tasks.
Leading by example.
Allocating and managing resources.
Problem solving.
Managing project progress.
Attending customer meetings
Updating KAM/Sales Colleague with job/contract numbers once in order to arrange works.
Create and reset user details for field colleagues in customer portals.
Check visit information.
Requirements
To qualify for this Key Account Administrator role, you must have:
Essential Skills
Good numeracy & literacy skills.
Good IT skills, including an understanding of Microsoft packages.
Proven communication skills to both internal and external stakeholders.
Good eye for detail with a high level of accuracy.
Strong commitment to delivering customer excellence.
Strong organisation skills to effectively manage and prioritise workload.
Proven ability to work with diverse groups of people.
Ability to work within a team environment.
Desirable Skills
Pest awareness.
Previous experience in a customer focused role
Experience in management of teams
Empathy for others
Benefits
In return for a job well done you will receive:
A competitive basic salary £23,706
Bonus
Discounts for high street brands
Job stability
Full time, permanent employment
Career opportunities
Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy
here
.