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- Tasks: Provide top-notch customer support and manage key accounts in a dynamic office environment.
- Company: Join Drain Doctor, a leading provider in emergency and planned drainage services.
- Benefits: Enjoy a permanent role with competitive pay and opportunities for growth.
- Other info: Fast-paced team with a focus on professional development and career progression.
- Why this job: Be the voice of our brand and make a real difference for our clients.
- Qualifications: Customer service experience and strong admin skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Location: Brackley, Northamptonshire
Job Type: Permanent
Hours: 40 Hours per week
Reporting to: Customer Service Manager
About Drain Doctor: Drain Doctor is a market-leading national provider of emergency and planned drainage, as well as plumbing services, through a franchised network of over 30 branches. It is a key part of Neighbourly, a values-guided world-leader of franchise brands focused on repairing, maintaining, and enhancing customers’ homes and businesses.
Purpose of the Role: The Key Accounts Administrator plays a vital role in delivering a world-class customer experience to major national corporate clients. This position provides essential office-based administrative support to key national accounts, manages customer calls, and contributes directly to customer satisfaction, account growth, and service quality.
Key Responsibilities:
- Deliver a consistently high standard of customer care within the call centre and for national key account clients.
- Act as a trusted point of contact, handling enquiries, bookings, complaints, and updates professionally and quickly.
- Own customer issues end-to-end and ensure resolutions meet or exceed client expectations.
- Maintain a friendly, responsive, and solutions-focused approach across phone and email communications.
- Maintain accurate records across CRM and customer systems for all jobs, communications, and financial transactions.
- Ensure timely and accurate administration of remittances, payments, statements, and reconciliations.
- Support credit control activity through clear documentation, tracking, and follow-up.
- Use data and reporting to identify trends, risks, or opportunities for service improvement and escalate accordingly.
- Proactively identify recurring issues across processes, customer journeys, or franchise interactions.
- Take ownership of complaints and service failures, focusing on resolution and root cause.
- Communicate clearly with internal teams, franchise partners, and customers to remove delays or misunderstandings.
- Suggest practical improvements that simplify processes and enhance the customer experience.
Experience/Skills/Knowledge:
- Experience in a customer-focused role (essential)
- Strong administrative experience (essential)
- Experience using CRM systems (beneficial)
- Credit control experience (beneficial)
- Computer literate (Microsoft Office)
- Customer-focused mind-set with a professional and friendly telephone manner
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Strong attention to detail and organisational skills
Behaviours:
- Excellent communication skills
- Strong customer service focus
- Positive, proactive, and can-do attitude
About Us: Neighborly was established over 40 years ago in the United States as a small family business. Since then, it has grown into a world-leading company in home services. Landing in the UK in 2010, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives.
Key Accounts Admin - Drain Doctor employer: Neighborly
Contact Detail:
Neighborly Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Key Accounts Admin - Drain Doctor
✨Tip Number 1
Get to know Drain Doctor inside out! Research their services, values, and recent news. This way, when you chat with them, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with high-profile clients, being clear and confident in your conversations is key. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a complaint into a positive outcome. This will demonstrate your ability to handle customer issues effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Drain Doctor team!
We think you need these skills to ace Key Accounts Admin - Drain Doctor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Key Accounts Administrator role. Highlight your customer service experience and any relevant administrative skills. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about working with Drain Doctor and how your skills align with our values. Keep it friendly and professional, just like we are!
Showcase Your Communication Skills: Since this role involves liaising with high-profile clients, make sure your written application reflects your excellent communication skills. We love clear, concise, and engaging writing that shows you can connect with customers effectively.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and get to know you better. Don’t miss out on the chance to join our fantastic team!
How to prepare for a job interview at Neighborly
✨Know Your Customer Service Inside Out
Since the role is all about delivering top-notch customer care, brush up on your customer service skills. Think of examples from your past experiences where you handled enquiries or complaints effectively. Be ready to share how you turned a negative situation into a positive outcome.
✨Familiarise Yourself with CRM Systems
As experience with CRM systems is beneficial, take some time to understand how they work. If you’ve used any in the past, be prepared to discuss your experience. If not, do a bit of research on common CRM functionalities and how they can enhance customer interactions.
✨Show Off Your Organisational Skills
This role requires strong attention to detail and the ability to manage multiple tasks. Prepare to talk about how you stay organised in a busy environment. You might want to mention specific tools or methods you use to keep track of tasks and deadlines.
✨Be Proactive and Solutions-Focused
Drain Doctor values a proactive approach, so think of instances where you identified issues before they became problems. Share how you suggested improvements in previous roles that enhanced customer experience or streamlined processes. This will show you’re a forward-thinker!