Account Manager

Summary

Join FixMyCar, the UK's leading online marketplace connecting garages and customers, as an enthusiastic Account Manager. You will ensure alignment with the Garage Network Manager's strategy, provide guidance to garages, and maintain high customer satisfaction. Responsibilities include onboarding garages, handling a high volume of calls and emails, and proactively meeting targets. You will build relationships with customers and partners, share feedback to improve the platform, and contribute to FixMyCar's growth. The role offers fully remote/flexible working and a comprehensive benefits package.

Requirements

• Minimum of one year of experience in recruitment, account management, or handling customer complaints
• Proficient in computer use, particularly with Excel, Word, Outlook, and having experience with CRM systems is an added advantage
• A confident phone demeanor, coupled with exceptional communication and interpersonal abilities to effectively engage with customers and partners
• Skilled at juggling multiple customer requests while efficiently prioritizing tasks
• Solution-focused, with a genuine enthusiasm for improving our services and offerings based on customer insights
• Motivated to meet targets, ensuring we deliver outstanding service while achieving our core business objectives
• Experience in navigating objections and adeptly managing complex customer situations
• Good attention to detail and excellent organizational abilities
• Passes in Maths and English GCSE

Responsibilities

• Calling garages to help turn on certain criteria to help automate quoting and increase conversion of jobs
• Gaining leads to increase size of parts and referral networks
• Building and maintaining relationships with customers through telephone and online communications to ensure customer satisfaction and excellence
• Onboarding and training garages for subscribed network brands to help them manage work provision coming through the platform
• Helping garages that are part of subscribed networks to increase performance and revenue
• Dealing with a high volume of inbound and outbound calls, and emails
• Regularly talk to network and partner field representatives about garage performance, customer journeys and market trends
• Sharing feedback from garages on website experience to help influence changes and updates to the platform
• Proactively hitting personal and team targets to ensure that customer and garage needs, and business objectives are met
• Making recommendations to improve quality and customer care standards within the business
• Carrying out research, data collection as part of wider projects

Benefits

• Fully remote/flexible working
• Holidays: 25 days per annum + Birthday Leave (1 day)
• Private Medical Insurance (70% Company funded)
• Life Assurance (4x basic salary)
• Pension: 5.5% Employer contribution (5% Employee contribution)
• Employee Assistance Programme
• Flu vaccinations allowance
• Home-based allowance
• Eye test allowance
• 2 volunteering days
• Elective work location change (work from anywhere)
• Holiday Buy-Back Scheme: Buy 5 days additional holiday (After 1 years' service)