We are currently recruiting an Internal Account Manager working within our Customer Support Team focussing on our Independent sales customers, based at our office in Swindon, Wiltshire. This will be working as part of our kitchen retail team (Optiplan Kitchens).

At Optiplan Kitchens, we have a proud history of cabinet making spanning over 30 years. We are now one of the UK’s leading kitchen manufacturers and retailers, selling high quality, handmade kitchens from a network of showrooms across the country and to developers and independent suppliers. We offer a wide range of bespoke kitchen furniture designs from the classic to the contemporary. 

Benefits include:

  • £21k to £23k, depending on experience
  • 23 days holiday, plus bank holidays
  • Life assurance
  • Company Pension Scheme
  • Health Cash Plan
  • 37.5 hours per week, worked Monday to Friday with an early finish one day of the week

Key Responsibilities

  • Ownership of the allocated customer accounts from ‘order processed to cash collection”, liaising with all stakeholders and the customer to efficiently manage each plot to sign off
  • Maintain regular communication with your customers to ensure total transparency & sharing of pertinent information throughout the call off to installation cycle.
  • Lead point of contact for all customer requirements, including orders/call offs, execution of confirmation calls, query handling and liaison for all changes and/or remedial work up to completion
  • Building and maintaining strong relationships based on trust, a sense of urgency, professionalism. Your understanding of your customer’s needs and ensuring that you meet and exceeds expectations.
  • Proactively manage the customer order bank through regular contact with sites and sales. Manage every stage of the order process via total ownership of each customer order from the point of call off to successful install.
  • Manage all customer issues / remedials, ensuring all records are maintained and full resolution is achieved to the customer’s complete satisfaction.
  • Facilitate customer solutions and resolutions by bringing together cross functional stakeholders including Installation, Production / Warehouse, Planning, Logistics, Sales etc to reduce customer complaints and improve RFT
  • Maintain site status trackers to reflect current & planned call off / sign off & completion activity.
  • Actively develop and study daily, weekly and monthly KPI’s to improve the company’s ‘Right First Time’ success rate. Proactively investigate the KPI’s to discover where improvements can be made to achieve a greater success rate, implementing and owning those changes in all areas of our business through to process improvement
  • Maintain a live working document of all customer’s requirements and contact details.

Daily Duties/Responsibilities

  • Follow the daily structure and execute the necessary processes each day to the defined procedures. This includes continuous liaison with each site with contact being made before a survey or installation is carried out, ensuring that the plot is ready.
  • Manage future deliveries, installations and remedials liaising with the RIM for physical surveys / plot availability and Planning teams (Installation and Delivery) ensuring customer readiness communication is complete and planned installations & remedials take place on the planned days
  • Promote a positive ‘can do’ environment within the office and with the external field team through regular communication and rigor.
  • Contact Customer as soon as practicable following a failed job, to provide reassurance and you will confirm a new install date as soon as you have one confirmed internally.
  • Work closely with the Installation Planner to ensure the installation plans work not only for the customer but the business. Assess install status using Field Aware throughout the day. Utilise Field Aware to oversee how your installs are progressing, triggering RIM to review if a job appears to have failed or has been declined.
  • For incomplete installs, order replacement and remedial parts diligently ensure the correct information is gathered via communication with the RIM.
  • Proactively source this information, including on-site re-measures, photos etc as appropriate but ensure that all remedials are processed within 24 hours of failed fit, chasing RIM for detail if required but not to the detriment of the customer.
  • Facilitate gaining SAT notes for each fit / remedial liaising with RIM to ensure these are received within 24 hours of the activity
  • Ensure all full plots and additions / remedials are invoiced off on the system on receipt of SAT notes

Skill Requirements

  • Confident and assertive communicator across all mediums.
  • Excellent organisational and prioritisation skills, and able to work under pressure
  • Understanding of the product and construction industry preferred.
  • Attention to detail, task focus and accuracy
  • Able to work as part of a team as well as individually.
  • Excel intermediate, comfortable working with ERP and scheduling systems, strong administration skills
  • An influencer by nature, able to engage both internal and external stakeholders to be customer centric in their approach to ensure customer satisfaction continuously.

Person Specification

  • Positive ‘can do’ attitude, optimistic when overcoming challenges and adversity.
  • Proactive approach to responsibilities and tasks.
  • Strives for change, is continuous improvement focussed with the customer experience always at the forefront.
  • Highly committed and driven, with a desire to achieve and improve.
  • Self-motivated, demonstrating commitment, urgency and diligence.
  • Passionate about customer service excellence and delivering positive and memorable service experiences, both personally, and by influencing and inspiring others.

Interested candidates should forward their CV to in the first instance