JOB TITLE:   Principal Account Manager (including New Customer Support)

REPORTING TO:   Head of Principal Accounts

MAIN PURPOSE OF THE ROLE:

To manage all stages of new Corporate Principal Account ‘induction & integration’, including any ‘trial periods’ taking responsibility for maintaining effective communication during initial period.

To own new customers for the duration of any ‘trial’ and to integrate referencing, Connect, and best practise during this time.  Supporting and developing all new letting agent customers to the point they are regularly transacting referencing customers that love HomeLet. To demonstrate a detailed knowledge of current HomeLet products, processes and market conditions in the lettings industry to ensure credibility with clients, re-affirming our ‘Market Leader’ status.

KEY TASKS AND ACCOUNTABILITES :

 Meet set sales targets for growth

 Proactively pursue personal development and achievement against target

 Meet targets set for activity including pro-active calls to new customers (with a view to having them all transacting business within 4 weeks)

 To manage the on-going relationship and communication with Principal Account offices.

 Developing relationships with new accounts in the formative stages of their relationship with HomeLet, and to build a solid foundation for future growth

 To ensure retention and development of new customers using a consistent telephone contact strategy.

 Guiding and supporting new and existing letting agents through their first experiences of our products and services

 To play a central role in introducing referencing products and Connect to our new customers

 To working with the Referencing team to educate agents on common criteria and more efficient ways of working

 Liaising with BDE’s to arrange and co-ordinate effective training and development sessions and deliver, monitor and follow up telephone product training with new customers

 Recording all agent communication in Salesforce

 Make use of and circulate Management Information for new agents

 Dealing with any FSA enquiries (initially)

 Ensuring smooth transition into standard  ‘Account Management’ pattern of activity

 To meet performance targets set for ‘trial’ customers and ‘new customers’ in line with Principal Account standards and expectations.

 Ensure set up of New Corporate Principal Customers is smooth and documentation accurate

 Deal effectively and take ownership of customer queries.  Escalate where appropriate.

 Liaise with ‘the business’ to achieve aims and objectives of our team and to ‘delight’ customers

 Act in a professional manner at all times

 Any other duties that you may reasonably be asked to perform which are within your skill set

PERSON SPECIFICATION –

Education/Qualifications(or equivalent)

Essential

• GCSE in English Language and Maths at C or above

Experience/Knowledge

Desirable

• English language ’ A’ level

Experience/Knowledge

Essential

• Knowledge of the industry, Letting agents

• Experience dealing with customers

• Knowledge of Microsoft Word, Excel and Outlook

Experience/Knowledge

Desirable

• Sales experience

• Complaints handling experience

• Advanced database / excel skills

• Powerpoint

Skills / Aptitudes

Essential

• People skills

• Accuracy and attention to details

• Sales skills

• Excellent communication skills verbal and written

• Influencing Skills

• Ability to work under own initiative

• Proactively make improvements

• Organisational skills

• Generating and sharing ideas

• Team Builder

Skills / Aptitudes

Desirable

• Knowledge of spreadsheets and performance management

Personal Attributes

Essential

• Results orientated

• Self motivated

• Clear customer insights

• Ability to work at all levels of management

• Able to work as part of a team