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Client Services Representative

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Business Unit:
Pump Rental Solutions
Salary Details:
£Competitive rate inline with skills & qualifications
06 Nov 2020
Our Business Unit

Founded in 1946, Selwood is a £80m turnover company employing 500 staff throughout its nationwide network of branches and is one of the largest privately owned companies serving the Water, Environmental and Construction industries.

Selwood has developed a specialist pump hire division and is the No. 1 Pump Hirer in the UK with an unrivalled depth of technical pumping expertise and the largest and most modern fleet.

With a foundation of 70 years within our industry, Selwood continues to be an innovative business responding to meet the needs of our clients with cutting edge approaches to customer service, product development, manufacture and service.

About The Role

In order to provide service excellence to our customers, Selwood are looking for a Client Services Representative to develop and enhance our existing relationships through a number of mediums.
Working in close collaboration with the internal sales teams, this client facing role will be the designated contact for our key clients to ensure their day to day requirements are understood, met and supported to the highest standards.

This role will be office based at our branch in Middlesbrough, but will require the candidate to attend regular off-site client facing meetings (following current COVID guidelines).

  • To build solid working relationships with allocated Key Account Clients and the relevant branches that are supporting those customers.
  • Work closely with the relevant Key Account Manager, to provide administrative support.
  • Liaise with customers via telephone on a regular basis to ensure their requirements are fulfilled. Also attend teams calls and off-site meetings when required.
  • Maintain regular contact with Selwood branches, providing them with specific customer requirements and to ensure deliveries, collections, breakdowns etc are attended to in-line within the customers agreed timescales.
  • Working with the commercial team, you will review new and existing allocated customer agreements, to ensure all aspects of the agreement are understood, and systems put in place to ensure contractual compliance and customer satisfaction.
  • Ensure that all allocated customers’ requirements and procedures are communicated to the branches, and all paperwork and systems are adhered to for both the customer and Selwood.
  • To ensure system records are kept up to date, and frameworks rates and other pricing mechanisms are loaded and adhered to.
  • Review account activity and account ledgers on a regular basis, and where necessary resolve any queries or disputes quickly and to the customer’s satisfaction.
  • Ensure customer Service Levels are understood and communicated to the relevant branches.
  • Provide customer KPI reporting and other performance reports / presentation packs / dashboards, where required. 
  • Create other internal and external reports to meet business requirements.
  • Arrange customer payment applications where required, providing the required level of detail and costs to ensure smooth reconciliation.  
  • Working with the Client Services Manager, you will help develop systems to support customer contract compliance and provide more efficient reporting where possible.
  • Utilising customer portals where required, to upload information and purchase order management.
  • Provide additional support for the Client Services Coordinators when required, including holiday and absence cover. 
  • Ensure any issues or potential issues are raised with the Client Services Manager or line Director.
  • To actively be involved with business initiatives to support additional customer service requirements.
  • To assist with additional / new customer support as required.
  • To ensure all Company SHEQ procedures are complied with
The main responsibilities are outlined above.  This is not a definitive list and other tasks / activities may be necessary, as the Company’s commercial activities require
Qualifications & Skills:
  • Proven history within a similar role would be highly advantageous.
  • Knowledge of Utility Frameworks
  • History of dealing with clients within a face to face capacity.
  • Strong communicator with ability to establish relationships at all levels.
  • Organised with high attention to detail.
  • Proficient in using Microsoft office and database systems

What we can offer you
Selwood are pleased to offer a competitive salary,  24 days plus Bank holiday, Pension Scheme, Company sick pay & Ofsted Child Care vouchers.
Selwood invest heavily in the training and development of our staff and courses will be provided as relevant to this position.
This is a full time position, Monday to Friday 40 hours per week.
This role is not open to Agencies - Please no calls or emails - Thank you.

The recruitment of this role will be within strict social distancing guidelines as advised by the UK Government.

We respect your privacy and are committed to protecting your personal data.

We will review your data as supplied to us as part of your application to us in relation to an open position within our business.

We will retain your data for a period of 24 months, when you will be notified by us via email to give your consent for continued retention of details or your consent for your data to be removed from our recruitment system.

Please visit our website to know more about our Customer Privacy and Data Protection Information