Job Ref: 214326222

Date: 2021-07-30 15:28:44

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Head of B2B Account Services – Milton Keynes

The Company:

Focus Group Recruitment have the pleasure with working alongside global leading electric charging business. Our client are the UK leaders within their sector. Over the course of 10 years, our customer has established itself as the market leader in electric vehicle charging, providing solutions for EV drivers to charge at home, at work and on the road. On their mission to make charging fast and hassle-free, their charging points have been used over 30 million times to enable around 200 million miles of zero tailpipe emission driving.

The Role:

The Head of B2B Account Services will set the strategy across our clients B2B customer accounts, working in tandem with the account management team and other internal departments (including operations team) to ensure a high value proposition, resolution to open cases, identification of growth opportunities and delivery to KPI. Managing a team and responsible for the successful recruitment, training and development of all members of the team. Ownership of the RFID and Memberships process. Set up, management and improvement thereafter of B2B contact centre.

Essential Skills:

* At least 3-5 years prior account management experience and/or call centre management within B2B environment or customer operations

* Line Management experience focused on developing team and individuals

* New department set up experience

* Proven capability to operate and bring success in highly demanding and complex business, with ability to manage B2B customer across multiple levels

* Communication skills – listen, understand, empathise, solve, advise, act, own a situation

* Strong confidence and leadership, with entrepreneurial approach to continual improvement

* Ability to network internally and externally

* Organised, prepared and planned for success

* Ability to think analytically, compile and present quality research

* Expertise in strong interface and relationship building with external parties and senior internal stakeholders and in generating win/win situation

* High degree of flexibility to adapt to what is a fast-changing environment and therefore to manage a degree of ambiguity

* Ambitious and target focused with a drive to succeed

* Knowledge of the EV or Automotive sector is advantageous

Responsibilities:

* Leadership role responsible for the initial set up and overall strategy for B2B CX (including managing a B2B dedicated contact centre)

* Aligned to wider Account Management, create, and operate the B2B Account Services Team – leading the agenda and working alongside operations and commercial teams

* Define processes, in partnership with internal stakeholders, identify and manage to customer SLA/KPI requirements and ensure the delivery of internal KPIs

* Primary contact point for specified B2B Customer accounts through Online, chat, telephone, CRM etc

* Support contract for Account Managed B2B Customer accounts

* Ownership of resolution plans (and point of escalation)

* Administration of RFID for our clients corporate, Workplace and Private B2B networks

* Provision of Business Insight and Reporting to support customer EV Transition and internal departments

* Maintain B2B Customer directory, including CRM systems and internal back-office systems

* Renewal and management of Services contracts (inc. Warranty, maintenance, data etc.)

* Monitoring of Network to proactively raise any fault tickets for FSE attendance

* Recruitment, training, and development of skilled B2B Executive team – Line Manager Accountability

* Internal business reporting on KPI performance, Network reliability and Uptime to support internal departments make positive change, take action where appropriate

* Driving change and improvement, developing smarter ways of working through implementation of system, technology and/or procedure

* The role is a critical part of the success of the B2B part of our business

* This is investment infrastructure to ensuring that our existing customer accounts are retained as a basis for long-term strategic growth targets

The Candidate:

The ideal candidate will have a minimum of 3 years' Account Management experience and/or Call Centre Management within B2B environment or customer operations.

The Location:

The role is based in Milton Keynes and is commutable from all surrounding areas, Northamptonshire, Bedfordshire, Buckinghamshire. For more information, please forward your CV or alternatively call Focus Group.

Salary: Up to £60,000 plus Great Benefits

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