Customer Account Manager

Job Description – Customer Account Manager

For over 220 years, DMA Group has been supporting customers with the complexities of managing and maintaining buildings through our Hard and Soft FM, Integrated Managed Services, Construction Project Management and Energy & Sustainability solutions. Our customers include super-prime residences and developments, hotels & hospitality, schools & universities, public sector, commercial offices, industrial, health & social care, and retail.

The Role

An exciting opportunity has arisen with DMA Group for a Customer Account Manager (CAM) to join our Customer Experience team, working at our office in Rochester. This is a Hybrid working structure with 1 day per week in the office and the remaining 4 days visiting customer sites and working from home.

Responsibilities

The CAM will lead the customer service and growth of one or more of our top tier accounts. The CAM leads the customer relationship from the front and is the customers ‘go-to’ person. They are someone with great technical knowledge, excellent customer service skills and financial and commercial acumen. The CAM drives the meeting of our contractual obligations and maximises our profitability.
As a CAM, duties will include but may not be limited to:

• Line management of the Customer Account team involved in contract(s).
• Create and execute a Customer Account Plan to optimise service and growth.
• Customer relationship management.
• Management of Customer emergencies, complaints and compliments.
• Manage the compliance of contractual obligations, terms and conditions. Negotiate new terms and conditions where appropriate and manage variations to the contract.
• Manage the contract P&L.
• Provide technical support to internal teams.
• Manage the swift collection of overdue debt.
• Conduct investigations when something is going wrong and deliver a successful solution to the customer.
• Ad hoc tasks and projects.

Qualifications and Experience

• A background in Customer relationship management and managing contract P&L, minimum 10 years.
• Experience in the technical operation of building services and engineering in the FM sector.
• This role is ideally suited to someone with a trade/technical background.
• GCSE Maths and English (A-B)
• A-levels (A-C)

Skills

• Strong customer care skills and excellent attention to detail.
• Strong IT and administration skills.
• Ability to work to deadlines.
• Strong communication skills.
• Ability to multi-task and prioritise workload.

Schedule

Our normal site hours are Monday – Friday 8:00am - 5pm however we understand there is need for flexibility due to our clients, on site needs.

Remuneration and Benefits

We are happy to offer an attractive base salary, access to our trusted suppliers/trade accounts, mobile phone, tablet/PDA, laptop and any necessary uniform.

The CAM will also benefit from 25 days annual leave (plus public holidays), company pension, death in service benefit and 'Smart Health' service.

Culture

As an equal opportunities employer, we champion an inclusive and diverse environment where everyone, regardless of their race, gender, age, religion, or sexual orientation, has equal opportunities to succeed. We are firm believers in the power of diversity, recognising that a variety of perspectives enriches our organisation.

Job Types: Full-time, Permanent

Pay: £50,000.00 per year

Benefits:

• Company car
• Company events
• Company pension
• Free or subsidised travel
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Experience:

• Account management: 8 years (preferred)
• Facilities management: 5 years (preferred)
• a trade within FM sector: 5 years (preferred)

Work Location: Hybrid remote in Rochester