Key Account Specialist

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Purpose of Position

To deliver the ethos of Making Excellence a Habit through dedicated & pro-active service to BSI Key & multisite clients, ensuring the delivery of excellent client service.

Key Responsibilities & Accountabilities- To provide excellence in client service by acting as the key contact for nominated accounts in relation to planning- To act as support to client managers to identify planning solutions for all jobs in a designated team/area- To plan & schedule visits in a designated team/area and book with our clients utilizing all available planning tools including PA notes, SAP, and PG calendar entries to ensure they are accurate and updated promptly- Confirm all jobs by issuing a confirmation letter to the client, Client Manager, and, Planning Inbox whether booked by the Client Manager or Planner- Proactively managing internal & external client managers to utilize PG diaries with availability and the integrity of data- Maintenance of the PG key account internal board, ensuring all information/records are uploaded.- Ensure cost-effective delivery of all work and meet client demands- To provide a timely response to internal and external clients to ensure excellence in client service is maintained- Manage and implement short notice rescheduling requests effectively ensuring all relevant systems are updated accordingly- Undertake specific project work as required to meet the changing needs of the business, as directed by your line manager- Ensure data integrity of client accounts including visit cycles, SMOs, and updates of LCM/CCM/CSO fields- Meet or exceed the targeted number of booked / un-booked days- Work as part of the team to achieve the delivery targets- Manage & action workflows in PG- Support client managers to meet or exceed their utilization including supporting with booking witness or observation audits- To demonstrate a flexible approach to ensure operational hours are fully covered and maintain good coverage of break and lunch times to maintain service response.- To take ownership for problem resolution where expressions of dissatisfaction are highlighted by ensuring the issue is escalated or connected to the relevant team in a timely manner- Generate Sales Leads and identify opportunities to grow the business through communicating relevant products and services to existing clients where possible.- First-time resolution for inbound and outbound scheduling calls using the BSI brand (“Tone of Voice”) and quality guidelines are maintained at all times.- Provide and undergo cross-training with the team members on an ongoing basis to encourage knowledge sharing- Be aware of, understand, and follow all appropriate work instructions and scheme manuals- Act as a brand Ambassador for BSI. This means acting ethically, following company rules, and promoting BSI services to clients so they can optimize business performance and “Make Excellence a Habit

Key Performance Indicators- Targets for booked and un-booked days/ audits- Targets for booking in advance- Maintenance of workflows

Dimensions- To provide excellence in client service by taking proactive ownership when planning and booking visits.- To be aware of and meet key performance targets including days/audits booked, diary availability, and client satisfaction- To utilize all available resources and planning tools to ensure maximum delivery potential- The role will involve strong interaction with the client care team, service delivery, Sales, Finance, and Compliance & Risk to ensure internal processes are effectively implemented

Knowledge / Skills / Abilities- Ability to communicate at different management levels internally and externally- Geographical knowledge to support cost-effective booking of visits- Computer literate with experience in Microsoft Office (SAP knowledge preferred but not essential)- Excellent telephone skills with the ability to effectively communicate at all levels- Resilient, with an ability to manage conflicting situations on the telephone and negotiate resolutions- Trained to have excellent product knowledge and awareness of BSI and its systems- Effective team worker- Accuracy of work with the ability to operate in a right-first-time environment- Tenacious, positive, and resilient- Target focused- Self-motivating and confident

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.