Vergo has over 40 years of experience in the pest industry and is the largest independent national pest service provider in the UK. We are looking for a Key Account Coordinator to join our team and manage one of Vergo's biggest and most prestigious clients.
As a Key Account Coordinator, you will play a crucial role in supporting the Account Director by delivering a high-quality client service and promoting exceptional customer care standards. You will manage the account administration, ensuring that Key Performance Indicators (KPIs) are consistently met. As the first point of contact for customer stakeholders, you will provide complete, accurate, and up-to-date information and resolve issues promptly. Your focus will be on maintaining strong client relationships and ensuring smooth communication to enhance overall customer satisfaction.
Key Duties:
- Elevate the overall client experience.
- Act as the Key Account Coordinator for the contract, reviewing performance and identifying efficiency improvements.
- Develop close working relationships with the client and gain a deep understanding of their business and needs.
- Provide a high-quality, professional, and consistent service to the customer.
- Liaise with the line manager, key account team, and pest control management to meet goals and targets.
- Maintain KPIs, report inefficiencies to operations, and propose solutions.
- Handle customer complaints, follow procedures to resolution, and escalate serious issues to the Account Director.
- Prepare financial and non-financial customer reports when required.
- Take full responsibility for invoice procedures and values.
- Monitor customer websites, forwarding job logs to the relevant pest control team.
- Attend review meetings with the customer as required.
- Ensure prompt and accurate invoicing for all chargeable works.
- Identify and record job work and assist the sales department with order numbers.
- Undertake any additional duties as required by the business.
About you:
Experience
Essential:
- Proficient in using MS Office applications with the ability to quickly learn new IT systems.
- Experience in managing relationships with external customers or organisations.
- Familiarity with QHSE (Quality, Health, Safety, and Environment) practices, policies, and procedures.
Desirable:
- Knowledge and experience in the pest management industry.
- Customer engagement experience, including building long-term business relationships.
- Experience in developing terms of business, such as KPIs and SLAs (Service Level Agreements).
Skills and Qualifications:
- Strong interpersonal, verbal, and written communication skills.
- Team player with the ability to collaborate effectively with customers, other departments, and technicians.
- Highly organised, with attention to detail and the ability to manage multiple tasks and priorities.
- Commercially astute and proactive, with the ability to work independently.
- Excellent multitasking and time management skills.
- Ability to work well under pressure and adapt to multiple priorities in a fast-paced environment.
Benefits:
- 25 days plus statutory bank holidays
- Company Pension scheme
- Employee assistance programmes, with access to 24HR GP appointments
- Life Assurance
- Healthcare cash plan scheme, saving you money on costs such as optical, dental and alternative medicine
- Length of service awards, such as your birthday off each year after one year of service
- Employee recognition scheme
- On site parking
This is an office-based role, with the possibility of working from home subject to prior approval from your manager. The position requires a minimum of three days per week in one of our offices based in Quedgeley, Gloucester or Birmingham. Additional office attendance may be necessary depending on business needs. The role is full-time, Monday to Friday, totalling 40 hours per week.