Customer Service Account Manager

Are you passionate about delivering exceptional customer service and resolving issues effectively? Do you thrive in a dynamic environment where no two days are the same? If so, we want to hear from you!

GCC Facilities Management is seeking a Customer Service Account Manager with demonstrable experience of complaint handling and managing own accounts, well organised and be able to handle a busy and varying workload.

The Company

GCC FM, established in 1975, is a female-led facilities management company in the commercial sector. With nearly five decades of expertise, we’ve honed our craft, becoming the trusted name for regular contract cleaning, planned preventative maintenance, reactive cleaning, and high-level services across the UK. But what truly sets us apart? Our commitment to bespoke solutions. At GCC, we don’t believe in one-size-fits-all. Instead, we meticulously tailor our cleaning specifications to meet the unique needs of each site, ensuring our clients receive service that’s as exceptional as it is personalised.Over the years we have worked hard to cultivate a devoted clientele through our unwavering commitment to exceptional customer service. At GCC, we don’t just meet industry standards; we transcend them. Our 99.6% nationwide fulfilment rate, stands as a testament to our relentless pursuit of excellence.

Our nationwide cleaning team—800 strong—includes both direct employees and skilled sub-contractors. They’re supported by Area Managers in 12 distinct regions. Together, they provide reliable cleaning services to over 1800 clients, following NHS protocols, regardless of the premises.

GCC supports The Children's Trust - The UK's leading charity for children with brain injury.

Working pattern: Monday to Friday 09.00am to 5.30pm, (37.5 hours/week) with early 8am to 9am cover, weekend cover and Bank Holiday cover (both 9.00am to 12.00pm) on a rota basis as paid overtime.

Primary Goals

• To effectively deal with all queries and complaints raised by both clients and contractors as quickly and efficiently as possible.
• To demonstrate professional and effective communication to clients and contractors.
• To liaise between Area Managers (AM), contractors and cleaners, encouraging all parties to provide the best possible service to our clients.
• To minimize any missed cleans by liaising with the AMs to source immediate cover.
• To raise client satisfaction ratings.

Key tasks

• To deal with incoming client and contractor related calls, e-mails and correspondence within time frames set out in the SLA’s.
• Responsible for the end-to-end case management of all complaints within set territories, ensuring best customer outcomes.
• To recommend and raise credits and invoices for clients and contractors when appropriate, seeking approval of the Manager if outside of your level of authority.
• Process invoice and credit tasks for initial cleans, special cleans, changes in billing, missed cleans, poor cleans and caretakes in a timely manner.
• To book service calls for our Area Managers to visit clients.
• Process any terminated clients in a timely fashion.
• Promote a positive 'can do’ attitude to internal and external customers and look to offer excellent customer service in all cases.

The Package Salary

£26,000.00 to £28,000.00 per year with bonus and overtime available.

The Person

Essential

• Minimum of 2 years’ experience of complaint management and customer service in a B2B environment.
• Excellent telephone manner and written communication skills.
• Ability to build rapport and close working relationships with internal and external customers.
• Excellent organisational and administrative skills.
• Competent at using Microsoft Word, Excel and Outlook and confident in learning new systems.
• Experience of working to targets.

Desirable

• Experience of working with a CRM database.
• Previous experience in a similar role especially within facilities management.

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

• Women-led organization
• Inclusive of minority and disadvantaged groups
• LGBTQ+ friendly workplace
• Age-inclusive Experience