Job Ref: 216000071

Date: 2022-03-09 12:04:52

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Are you an Internal Account Executive looking for a new opportunity?

You will be the main point of contact for our customers and/or mailing houses.
You will pro-actively manage account service levels, investigating, reporting and proposing actions to ensure we, Whistl, consistently delivers the highest quality offering for its customers across all products.

You will build long term relationships with our customers and colleagues, both operational teams based in our depot and our Sales team.

We have various shift patterns to choose from:

Monday to Friday 10:30-19:00 (every day) or Monday to Friday various shifts covering 08:30 – 18:00

We currently have an exciting opportunity to join the Customer Service team in our Head Office based in Marlow. This role is a permanent position for an Internal Account Executive and will require you to work closely with internal and external stakeholders in delivering an exemplary level of customer service whilst managing a challenging portfolio.

In this role you will be the main contact point for our mail clients. You will also pro-actively manage these accounts service levels by investigating, reporting and proposing actions on service continuously. You will need to maintain a high level of professionalism in dealing with our customers, ensuring that all queries and issues are resolved efficiently and within the department's service level commitments. You will be jointly responsible for customer retention in conjunction with the Whistl sales teams, working together closely to ensure the company builds a long-term relationship with the customer.

Responsibilities include:

Maintain and build strong professional relationships with all of our internal and external customers/mailing houses, acting as a first point of contact for all queries.
Ensure all collection and consumable requirements are booked in line with mailing schedules and working within our Service Level Agreements (SLAs).
Liaise with operations, transport and asset teams to manage large mailings and key national postings to ensure the most cost-effective solution is applied.
Work closely with our forecasting team to provide accurate forecasts on a daily basis and within SLAs.
Maintain up-to-date knowledge, data and information across Whistl product, financial and operational processes in order to deal with customer/mailing house queries in a professional and timely manner.
Respond promptly and within timescales to all complaints raised to ensuring the highest level of customer service is maintained at all times. Ensure all written correspondence is presented in a clear, concise and accurate manner that demonstrates respect, empathy and understanding of the needs of our customers and mailing houses.
Manage the recording of all invoice queries, monitoring response times and escalating issues in line with agreed process as appropriate.
Report on SLA to customers/mailing houses by providing accurate operational, Key Performance Indicator (KPI) and service analysis reports to agreed timescales. Create pro-active ad-hoc reports to identify major service issues.
Analyse service provision to enable the identification of continuous service improvement and/or cost saving opportunities.
Assist operations with the timely resolution of issues raised through the issue log.
Manage, update and maintain the central issue log and communicate with operational colleagues regarding issue resolution.
Investigate any trends in service issues, finding practical resolutions to prevent the problems repeating and look for continual improvement. Involve and escalate to Sales colleagues as and when necessary.
Attend regular review meetings with Sales colleagues to receive business updates; contribute to strategy development and forthcoming campaign plans; share feedback, discuss issues and prepare for the planning of peak where campaign volumes are known.We welcome applications from candidates with any of the following skills or attributes: Internal Account Executive, Customer Service, B2B, Customer Support, Administration, Admin, Reporting, SLAs, IT Literate, MS Office, Excel, Communication

Essential Skills

Excellent organisational skills with the ability to prioritise workloads to meet conflicting, varied and demanding deadlines.
Have a hands on, energetic style with a 'can do, will do' attitude.
Self-motivated and able to work with minimal supervision, turning work around quickly whilst still maintaining a high level of accuracy.
Excellent and confident communicator both face to face, written and on the telephone; able to influence and gain commitment from internal and external customers/mailing houses at a range of levels.
IT Literate – proficient in the use of MS Office including intermediate MS Excel skills with experience in V-lookups and pivot tables.Desirable Skills

Previous experience in a B2B role within the postal or logistics sector.
A Customer Service NVQ or equivalent.About Company

Whistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices

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