Account Executive

at  Activate Group Limited

Job title: Account Executive
Department: Commercial
Location: Peterborough, hybrid working
Hours: 37.5 hours per week
Salary: Competitive

SKILLS AND EXPERIENCE

• Excellent customer service skills
• Excellent written and verbal communication skills
• Able to manage own time and workload
• Experience within the insurance and claims industry desirable

A BIT ABOUT US

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone’s bad day better

ABOUT THE ROLE

An Account Executive will act as the first point of contact for assigned, existing customers working with the relevant account managers to increase the level of support provided to our customers. Working with the account manager to drive further continuous improvement and innovative projects using actionable insight (data), whilst ensuring the services provided and processes operated are meeting and exceeding expectation. Ultimately, you will contribute to building a long-term, successful partnership with our customers to achieve customer and business objectives.

KEY RESPONSIBILITIES

• Act as the first point of escalation contact taking ownership, investigating through to acceptable externally communicated resolution. Liaising with any required stakeholders and escalating any potential relationship/contract impact as appropriate
• Own customer issue/escalation logs with a clear focus on identifying consistent repeat occurrences to implement preventative measures and escalate as appropriate
• Participation is required in assigned customer/partner meetings alongside dedicated Account Manager
• Proactively evaluate and analyse customer performance MI, working with the account manager ensure customer action plans remedy and drive initiatives
• To lead on all MI aspects, which includes ownership of MI content, specification and design ensuring a market leading, consistent MI package is provided
• Work with account manage to create insightful and actionable insight delivered through monthly insights and customer review packs
• Provide technical and product support, by holding an in-depth knowledge of all service solutions and products.
• Maintain strong relationship management with operational areas of the business through working in collaboration, delivering optimal customer service
• System administration - post new contractual business implementation, not limited to portal users, customer business hierarchy updates and new subsidiary customer set up
• Maintain up to date customer records within CRM system, inclusive of contacts and service provision
• Lead testing and solution validation efforts to ensure the solution meets the customers’ expectations and is line with contractual commitment
• Continuously enhance and maintain customer knowledge banks, ensuring they are relevant and insightful for current customer requirements and challenges, regularly seeking user feedback
• Support Account Manager with the facilitation of any customer audits