Main purpose of job: As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers. You will be accountable for identifying opportunities to increase the value delivered whilst increasing new connections to the Freedom Fibre Limited (FFL) network and honouring our contractual commitments. You will use your experience and in depth understanding of telecoms service fulfilment and assurance to ensure exceptional service quality is delivered for company residential and business products with a key focus on strategic opportunities.

Key results area:

• Responsible for key customer relationship management, delivering high quality      customer service to internal and external customers, responding to, and resolving account service issues.
• Understand market movement and identify strategic opportunities that keep FFL a competitive and attractive partner.
• Work with our B2B and partner sales teams to maximise order volumes.
• Understand strategic goals of customers and develop FFL products and services to support those goals.
• Located in customers' offices and collaborate to fully understand their needs and identify opportunities for continuous service improvement.
• Provide reliable and high standard of service as the dedicated point of contact.
• Coordinate the delivery of all services to your customers using product and service specialists as required.
• Have intricate understanding of contractual obligations and conditions.
• Monitor agreed SLAs and be the Voice of the Customer (VoC) to hold internal teams to the highest standards.
• Deliver regular service and business reviews with customer and internal stakeholders to review performance, risks and opportunities.
• Clear, professional, and effective communications via teams, telephone, email, or face to face meetings.
• Maintain up to date records on behalf of the customer using the appropriate systems and processes.
• Co-ordinate any ad-hoc customer requirements.
• Ensure service levels are maintained including validated invoices, queries progressed to resolution.
• Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
• Develop and support peer relationships both within operations and across FFL.
• Support management with development in FFL by leading workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
• Effective time management ensuring tasks are effectively complete with agreed timeframes.

Person Specification

Qualifications

Essential: 

Customer Service

Desirable:

ITIL Foundation

ITIL Service Operations

Six Sigma (Green Belt)

Relevant Experience

Essential:

Proven experience in a key account management role in the utilities sector (preferably telecoms)

Excellent communicator and experienced presenter

Experience of building strong relationships both within FFL and with stakeholders

Demonstrate personal flexibility and mobility

Computer literate and advanced skills in MS Office software suite of tools

Desirable:

Good understanding of CRM platforms and data flows via APIs

Aptitude, skills and abilities

Essential:

Agile and pragmatic approach to problem solving

Meticulous written, verbal & presentation communication skills

Attention to detail

Results oriented mind set with a proven track record of delivery

Ability to create, manage and report business metrics with recommendations for improvements.

Personal drive and commitment, and a desire to make a difference

A service team player

Desirable:

Management/leadership skills and qualifications

Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.

As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.