The account manager will be expected to play a proactive role in enhancing internal processes to improve service delivery and reduce inefficiency where possible.  As the day to day contacts for clients, the role may involve working patterns to ensure clients’ hours of business are covered.

• Manage, investigate and ensure resolution of all queries and concerns for a  portfolio of clients
• Ensure all queries received are logged on the query database upon receipt.
• Actively seek to resolve all queries received within the agreed SLA.
• Complete research and analysis on a daily basis on any queries which are over SLA.
• Provide regular progress updates to client’s in respect of outstanding queries/concerns, managing client expectations
• Complete training notes and update departmental procedures file for any new/amended procedures as they occur.
• Proactively work to exceed customer expectations and service requirements on a daily basis.
  

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