Key Accounts Coordinator

A&E Fire & Security is proud to strive to be the leading service provider for all Fire Prevention and Security Systems. Passionate for achieving an outstanding level of performance by listening to our customers, understanding their unique requirements and providing deliverable solutions that exceed their expectations.

Our goal is to always make our customers feel they are receiving our personal attention at all times, regardless of project size or service requirement. Whether commercial or residential, each customer must feel that we are always reliable, honest and on hand whenever they require our services or advice.

Job satisfaction is very important for employees and owners, and we will create a work environment that is enjoyable and profitable to all.

A&E Fire and Security Ltd is a specialist in the fire and security industry, installing and maintaining fire and security equipment and systems for a wide variety of new and existing customers across the South West, Midlands, South Wales and the M4 Corridor to London.

Established in 1965 by Graham Stallard, we are a local, family-run and well-established company providing full 24-hour, 365 days a year support. Whilst sizeable enough to successfully manage large contracts, we are small enough to provide the personal touch that is sometimes lacking in larger national companies. Our track record of customer service and quality is proven by the long-standing customer relationships we have kept and developed since our founding.

We have an exciting opportunity for a Key Accounts Coordinator to join our team, supporting the delivery of an outstanding service to our key account customers through excellent administration, coordination and customer care.

Our key accounts are among our most important customer relationships. This role ensures those customers receive accurate reporting, timely quotations, full compliance and proactive communication, working closely with our Service Coordination and Processing teams.

To protect and grow our key account relationships by delivering the personal, reliable and responsive service at the heart of our mission statement - ensuring every key account customer feels they are receiving our personal attention at all times.

Performance in this role will be measured against agreed objectives, including:

• Key account reports (Planned Maintenance, Reactive Maintenance and Quotation Log) issued 100% in line with the agreed schedule.
• Customer quotations generated and issued within agreed turnaround times.
• Key account compliance requirements met in full, in conjunction with the Service Coordinators.
• Actions from customer review meetings followed up and closed within agreed deadlines.
• Customer queries acknowledged and progressed within one working day.
• Assisting with processing and invoicing completed works.

• Update and maintain customer databases with key documentation, such as inspection records, certificates, quotations and equipment lists.
• Coordinate customer review meetings, ensuring actions are followed up, delegated and completed.
• Generate customer quotations for remedial and maintenance works and coordinate accepted works.
• Oversee customer reporting, ensuring reports are issued in line with the agreed schedule, including Planned Maintenance Reports, Reactive Maintenance Reports and the Quotation Log.
• Work with the Service Coordinators to ensure key account compliance is met.
• Monitor work completed by engineers, during and after jobs, and raise any issues with Coordinators and Managers.
• Process key account customer jobs and administration, ensuring compliance with bespoke customer systems.
• Assisting with processing and invoicing completed works.

• Work closely with the Service Coordination Manager, Stores Coordinator, Customer Accounts Coordinator and Processing Team to streamline operations.
• Ensure engineer documentation and paperwork is processed and electronically filed correctly.
• Communicate job dates agreed by the Service Coordinators to the customer.
• Support the service team in identifying revenue opportunities and securing maintenance contracts.
• Monitor the scheduling and booking of maintenance to meet contractual requirements.
• Provide data for statistical analysis for the Senior Managers.

• Strong organisational and planning capabilities, with the ability to manage multiple priorities simultaneously.
• Proactive, solutions-focused approach, ensuring tasks are completed to a high standard.
• Excellent verbal and written communication skills with customers, sub-contractors and colleagues.
• Exceptional customer service skills with keen attention to detail and accuracy.
• Ability to troubleshoot and resolve day-to- day issues independently.
• Strong time management skills and the ability to meet deadlines.
• Flexible and adaptable approach to changing demands.
• Confident using office administration systems, digital tools and Microsoft Office…