National Accounts Assistant Full Time

JOB TITLE: National Accounts Assistant

JOB TYPE: Permanent

LOCATION: Brackley, Northamptonshire

TYPE: Office-Based

HOURS: 40 Hours per week

REPORTING TO: Customer Service Manager

Drain Doctor

Drain Doctor is a market-leading national provider of emergency and planned drainage, as well as plumbing services, through a franchised network of over 30 branches. Drain Doctor is a key part of Neighbourly, a values-guided world-leader of franchise brands focused on repairing, maintaining, and enhancing customers’ homes and businesses.

PURPOSE OF THE ROLE

The National Accounts Assistant plays a vital role in delivering a world-class customer experience to our major national corporate clients. Working within a busy and growing team, you will liaise with high-profile customers and our franchise partners to ensure seamless service delivery, operational excellence, and consistently high standards of customer care.

Key Responsibilities

• Create, manage and maintain emergency and planned works orders
• Provide office-based account management support for key national accounts
• Administration of weekly remittances to franchisees
• Reconciliation of payments received into business solution
• Raising of statements to clients and delivering credit control function to Key Account clients
• Handle inbound and outbound calls professionally and efficiently
• Manage email correspondence with customers and franchisees
• Own the end-to-end management and resolution of complaints, identifying process improvement opportunities
• Book jobs and provide updates using bespoke CRM systems (both internal and customer systems)
• Resolve routine customer queries accurately and promptly
• Work collaboratively to grow national accounts by delivering customer excellence and identifying opportunities for additional services

This role profile provides an indication of the role’s key accountabilities and is not intended to cover the whole scope of the role.

Experience/Skills/Knowledge

EXPERIENCE:

• Experience in a customer-focused role (essential)
• Strong administrative experience (essential)
• Experience using CRM systems (beneficial)
• Credit control experience (beneficial)

Skills / Knowledge

• Computer Literate (Microsoft Office)
• Customer focused approach with a professional and friendly telephone manner
• Ability to manage multiple tasks in a fast-paced environment

BEHAVIOURS

• Excellent communication skills
• Strong customer service focus
• Positive, proactive and can-do attitude

About Us

Neighborly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year.

Our Brands

• Pimlico Plumbers
• Drain Doctor
• Bright & Beautiful
• Countrywide Grounds Maintenance
• Dream Doors
• Greensleeves Lawn Care

INCLUSIVITY STATEMENT

Neighbourly is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their age, sex, disability, gender reassignment, marriage and civil partnership, race, religion or belief and sexual orientation. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.

Brand

DMD UK Drain Doctor