Key Account Coordinator

Role Overview

As a Key Account Co-ordinator, you will play a pivotal role in supporting the delivery of exceptional customer service across a portfolio of key accounts. Acting as a central point of contact for both customers and internal departments, you will be responsible for ensuring contractual obligations are met, customer expectations are exceeded, and all account administration is managed accurately and efficiently.

This is a customer-focused role requiring excellent communication, organisational skills, and a proactive approach to problem-solving. You will build strong relationships with clients, support operational teams, and identify opportunities to enhance service delivery and customer satisfaction.

Key Responsibilities

Account Management & Customer Service

• Manage the day-to-day performance of allocated key accounts.
• Develop and maintain positive, professional relationships with customers.
• Act as a primary point of contact for customer enquiries and service-related matters.
• Resolve customer queries, concerns, and complaints in a timely and professional manner.
• Escalate issues appropriately while maintaining ownership through to resolution.
• Continuously seek opportunities to improve service delivery and customer satisfaction.

Client Meetings & Performance Reporting

• Attend customer review meetings both virtually and in person where required.
• Prepare comprehensive meeting packs, including service statistics, KPI performance data, compliance information, open actions, and trend analysis.
• Analyse account performance and identify areas requiring attention or improvement.
• Produce customer-specific reports, presentations, and supporting documentation.
• Track actions arising from meetings and ensure timely completion.
• Support the Account Management team with strategic account reviews and customer retention initiatives.

Administration & System Management

• Ensure all customer records and interactions are accurately maintained within the CRM system.
• Keep customer portals up to date with relevant documentation and account information.
• Upload and manage worksheets, quotations, invoices, certificates, and compliance documentation.
• Monitor and maintain multiple customer-specific inboxes, ensuring prompt responses and effective prioritisation.
• Manage customer data accurately and maintain high standards of record keeping.

Performance & Compliance

• Monitor service delivery against agreed customer KPIs and contractual requirements.
• Support the achievement of departmental and company performance targets.
• Assist with service reviews and identify opportunities to improve efficiency and customer outcomes.
• Ensure customer-specific processes and procedures are followed consistently.
• Support accurate and timely invoicing, ensuring all relevant documentation is available and complete.

Financial Administration

• Process invoices accurately and within agreed timescales.
• Support quotation generation and follow-up activities.
• Investigate and resolve billing queries.
• Ensure customer purchase order requirements and invoicing processes are adhered to.

The Successful Candidate Will:

• Be passionate about delivering exceptional customer service.
• Have excellent communication and relationship-building skills.
• Enjoy working closely with clients and internal stakeholders.
• Be highly organised with the ability to manage multiple priorities simultaneously.
• Demonstrate exceptional attention to detail and accuracy.
• Be proactive in identifying and resolving issues.
• Have strong analytical skills and be confident interpreting performance data and statistics.
• Be comfortable preparing reports, presentations, and customer-facing documentation.
• Be friendly, approachable, and professional at all times.
• Possess a positive, can-do attitude when tackling challenges.
• Have a good working knowledge of Microsoft Office applications, particularly Excel, Outlook, Word, and PowerPoint.