Account Support Executive

About the role

We’re looking for an Account Support Executive to join our team, providing day-to-day support to a portfolio of clients and working closely with their Account Manager.

As an Account Support Executive, you will act as the first point of contact for day-to-day client bookings and queries, giving clients a consistent and reliable contact while enabling the Account Manager to focus on wider client relationships and growth.

You will be responsible for managing bookings accurately and promptly, resolving client queries wherever possible, keeping systems and records up to date, and proactively communicating with clients on bookings, changes and progress.

The role will also play an important part in supporting client retention and growth. Through regular client contact, you will build strong working relationships, identify potential opportunities and help continually improve the experience we provide to our clients.

This is a fast-paced role that requires excellent organisation, attention to detail and the ability to make sound decisions about what can be resolved directly and what needs to be escalated.

What you will do:

• Manage client bookings accurately and promptly across your allocated account portfolio.
• Act as the first point of contact for day-to-day client queries, resolving these directly wherever possible.
• Escalate matters that genuinely require Account Manager input, ensuring the appropriate context and information is provided.
• Proactively update clients on bookings, changes and progress rather than waiting for clients to follow up.
• Maintain accurate and up-to-date client records, booking information and internal systems.
• Support Account Managers with reporting, account administration and other day-to-day requirements.
• Build rapport and consistency with clients, helping to strengthen the wider account relationship and support client retention.
• Identify opportunities through day-to-day client conversations that could support account growth and flag these promptly to the relevant Account Manager.
• Continually look for ways to make bookings and query handling faster and easier for clients, sharing improvement suggestions with the Account Manager.
• Follow all relevant health, safety and environmental requirements when arranging bookings, including confirming site access requirements and technician compliance status before visits are confirmed.
• Flag any gaps in HSE information, such as missing site requirements or expired technician checks, to the Planning & Scheduling Coordinator before a booking is made.
• Complete all mandatory personal H&S and HSE training within the required timescales.
• Provide cover for other administration team members during holidays or sickness, with reciprocal cover across the team.

About you:

• Strong customer service skills, with a desire to provide clients with a consistently high standard of service.
• A calm, clear and professional communication style.
• Highly organised, with excellent attention to detail.
• Able to prioritise and manage your workload effectively in a fast-paced environment.
• Confident using booking, CRM and other business systems.
• Able to use judgement to determine what can be resolved directly and what needs to be escalated.
• Comfortable building strong day-to-day working relationships with clients and internal colleagues.
• Confident identifying opportunities or issues through regular client conversations and communicating these to the appropriate person.
• A proactive approach to improving processes and the client experience.

Working relationships

You will work closely with your Account Manager as your main day-to-day working relationship and escalation route.

You will work directly with clients, acting as their first point of contact for everyday queries and bookings.

You will work closely with the Planning & Scheduling Coordinator on booking, scheduling and HSE-related requirements.

You will also work collaboratively with other administration team members, providing mutual cover during holidays and sickness to help ensure continuity of service.

Outputs & KPIs

Query response time
Client queries are responded to within agreed service standards.

First-contact resolution
A high proportion of client queries are resolved directly without unnecessary escalation.

Booking accuracy
Bookings are completed accurately, with a low level of errors, amendments or rework required.

Client satisfaction
Clients receive a consistent and reliable service, reflected through positive feedback and strong day-to-day relationships.

Escalation quality
Issues are escalated appropriately and with the right context. Escalations are not overused, while important matters requiring Account Manager input are not avoided.

HSE-aware booking accuracy
Bookings correctly reflect relevant site access and technician HSE requirements, with no avoidable compliance gaps.

Success in this role

You will be successful in this role when clients feel they can consistently get a clear and timely answer, Account Managers are only involved in matters that genuinely require their input, bookings are handled accurately and efficiently, and cover between administration colleagues is seamless.

What's in it for you

• Private Medical Insurance
• Company Pension Scheme
• Enhanced Annual Leave
• Parental Leave (Various)
• Employee Assistance Programme, providing health, wellbeing and financial support
• Company Sick Pay Scheme
• Enhanced Maternity Leave
• Family and Friends discount on TAC Healthcare services