First Response Group
Key Account Relationship Manager
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About The Role
Due to continued growth within our Risk Management division, we are looking for a proactive and commercially minded Internal Key Account Relationship Manager to join our team.
This is a varied and rewarding client-facing role, where you will be responsible for building strong relationships with existing customers, managing new enquiries, coordinating service solutions and quotations, and identifying opportunities to introduce clients to FRG's wider range of services.
Working alongside our external Account Managers, Business Development team, Operations teams, and key internal stakeholders, you'll play a vital role in delivering an exceptional customer experience, ensuring every client receives a responsive, professional, and consistently high standard of service.
The Key Account Relationship Manager is a full-time, office-based role located at our Leeds Head Office. Reporting into the Risk Management team, this position plays a vital role in maintaining and developing relationships with key clients, ensuring the delivery of exceptional service and long term customer satisfaction.
Acting as a primary point of contact, you will be responsible for managing day-to-day client communications, coordinating service requirements, and ensuring all contractual obligations and service expectations are consistently met. You will work closely with operational teams and internal stakeholders to deliver tailored solutions, proactively resolve issues, and support the ongoing success of client accounts.
The role requires regular engagement with clients, handling enquiries, coordinating quotations and service requests, monitoring account activity, and ensuring actions are completed accurately and within agreed timescales. You will also play an important role in identifying opportunities to enhance service delivery, strengthen client relationships, and support business growth through the wider FRG service offering.
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First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together. We are pioneers in our field, and we seek to inspire every person to reach their maximum potential.
We distinguish ourselves through the integration of cutting edge technology, a commitment to employee development, and a culture rooted in inclusivity and positivity. At FRG, every team member’s contribution is valued, and collective success is celebrated.
Job Description
- Build and maintain strong relationships with key clients within the Risk Management portfolio.
- Act as the primary point of contact for customer enquiries, service requests, complaints, and account related matters.
- Support client retention by monitoring customer satisfaction, identifying potential risks, and ensuring a consistently high level of service.
- Take ownership of client concerns and complaints, coordinating investigations and driving issues through to resolution.
- Prepare and coordinate quotations, proposals, and service requests within agreed timescales.
- Support the planning and delivery of Client Review Meetings and Quarterly Business Reviews (QBRs).
- Produce account reports, KPI updates, and management information to support client engagement and business growth.
- Work closely with Operations, Sales, Finance, Helpdesk, and other internal teams to ensure seamless service delivery.
- Identify opportunities to introduce additional FRG services and support account growth through cross-selling and upselling activities.
- Monitor account activity, track actions to completion, and ensure client requirements are delivered effectively.
- Analyse client feedback and service trends, supporting continuous improvement initiatives across the business.
- Maintain a strong understanding of FRG's services and solutions to provide informed support and recommendations to clients.
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Success In This Role Will Be Demonstrated Through
- High levels of client satisfaction and retention.
- Effective resolution of complaints and service issues.
- Growth of existing customer accounts through additional services.
- Strong client engagement and relationship development.
- Accurate and timely coordination of quotations, reporting, and client actions.
- Consistent collaboration with internal teams to deliver excellent customer outcomes.
Essential Skills
- Experience in account management, customer relationship management, internal sales, or a similar client focused role.
- Strong relationship building skills with the ability to engage and influence stakeholders at all levels.
- Excellent verbal and written communication skills, with confidence handling client enquiries, complaints, and challenging conversations professionally.
- Commercially minded with the ability to identify opportunities for account growth and additional service offerings.
- Experience Preparing Quotations, Proposals, And Other Customer-facing Documentation.
- Proactive and self-motivated, taking ownership of tasks and seeing them through to completion.
- Strong problem solving and decision-making skills, with the ability to manage and escalate issues where required.
- Comfortable working to targets, KPIs, and commercial objectives.
Experience within the security, risk management, facilities management, commercial property, insurance, or vacant property sectors would be advantageous, although not essential.
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