We have an exciting, new opportunity for a PPM (Planned Proventative Mainteance) Contracts Coordinator to join the Service department, reporting into the Customer Service Manager. You will be based working out of our Ashby office.
Position Summary
Woking as part of the internal sales team responsible for managing and retaining maintenance contracts, ensuring client satisfaction, and driving sales growth.

Main duties and responsibilities

• Oversee and manage existing PPM contracts, ensuring all contractual obligations are met and clients are satisfied
• Develop and implement strategies to retain clients and renew contracts, focusing on building long-term relationships
• Assist the sales team in identifying potential opportunities for upselling and cross-selling PPM services
• Serve as the primary point of contact for clients regarding their PPM contracts, addressing any issues or concerns promptly and professionally
• Maintain accurate records of all client interactions, contract details, and sales activities in the CRM system
• Work closely with the maintenance and operations teams to ensure the timely and efficient delivery of services as per the contract terms
• Generate regular reports on contract status, client feedback, and sales performance, providing insights and recommendations for improvement
• Monitor market trends and competitor activities to identify new business opportunities and enhance service offerings
• Effectively deal with customer enquiries and ensure the database is updated
• Prepare renewal quotes / contracts and administrate renewal contract orders
• Pursue all maintenance renewal contracts quotations to improve conversion and retention rates
• Process orders for Maintenance contracts in the system
• Making regular contact with customers and potential customers over the phone to assist in securing renewal contracts
• Ensuring processes are in line with QA work instructions and procedures utilising controlled forms and templates
• Update CRM system to keep auditable records
• Assist where required with fielding telephone enquiries, responding where possible directly or ensuring enquires are dealt with by the most appropriate team member
• Any other duties as required

Required Experience

• Strong customer service skills
• Strong interpersonal and communication skills, both written and verbal
• Excellent administration skills
• Excellent computing skills including Microsoft Office packages and ERP/CRM systems
• Excellent organisational and time management abilities
• Pleasant and effective telephone manner
• Experience of exceeding customer expectations
• Experience of corresponding and coordinating with customers to meet business needs
• Ability to work independently and as part of a team

Essential Qualifications/Education:

• Educated to GCSE/ A ‘Level standard or equivalent
• Good standard of business-related administration qualification/experience

LI-NA

• Oversee and manage existing PPM contracts, ensuring all contractual obligations are met and clients are satisfied
• Develop and implement strategies to retain clients and renew contracts, focusing on building long-term relationships
• Assist the sales team in identifying potential opportunities for upselling and cross-selling PPM services
• Serve as the primary point of contact for clients regarding their PPM contracts, addressing any issues or concerns promptly and professionally
• Maintain accurate records of all client interactions, contract details, and sales activities in the CRM system
• Work closely with the maintenance and operations teams to ensure the timely and efficient delivery of services as per the contract terms
• Generate regular reports on contract status, client feedback, and sales performance, providing insights and recommendations for improvement
• Monitor market trends and competitor activities to identify new business opportunities and enhance service offerings
• Effectively deal with customer enquiries and ensure the database is updated
• Prepare renewal quotes / contracts and administrate renewal contract orders
• Pursue all maintenance renewal contracts quotations to improve conversion and retention rates
• Process orders for Maintenance contracts in the system
• Making regular contact with customers and potential customers over the phone to assist in securing renewal contracts
• Ensuring processes are in line with QA work instructions and procedures utilising controlled forms and templates
• Update CRM system to keep auditable records
• Assist where required with fielding telephone enquiries, responding where possible directly or ensuring enquires are dealt with by the most appropriate team member
• Any other duties as require