Key Accounts Administrator
Reports to: Head of Key Accounts
Location: Cavan
Hours: Full-Time
Role Overview
The Key Accounts Administrator plays a critical role in supporting the day-to-day operational delivery of service contracts for Apex’s major clients across the Republic of Ireland and Northern Ireland.
This position is the front line in service for our Key Accounts, representing Apex throughout the customer journey. The postholder should consistently strive to deliver excellence in all aspects of client interaction, administration, communication, and service support.
Acting as the administrative backbone for the Key Accounts team, this role ensures that service delivery, job scheduling, KPI reporting, pricing updates, and customer communications are handled efficiently, accurately, and with the highest standards of professionalism.
The role will involve working closely with Key Account Leads, Account Managers, Engineers, Planning teams, and Clients to support the seamless execution of planned maintenance, reactive callouts, remedial works, asset management, quotations, sales support, and contract compliance.
The position may also involve attending customer meetings, either virtually or in person, where required. Occasional travel may be required to support customer reviews, service meetings, contract mobilisations, and internal business requirements.
Key Responsibilities
Contract Administration & Coordination
- Coordinate and maintain contract-specific schedules, ensuring planned maintenance visits, remedial works, reactive callouts, and compliance tasks are booked in line with agreed KPIs and SLAs.
- Ensure all contract requirements, site details, asset information, contact details, and access arrangements are recorded and kept up to date.
- Maintain and update internal systems, including job management and CRM platforms, with accurate client, site, asset, and contract information.
- Support the maintenance and updating of contract-specific pricing structures, ensuring all updates reflect agreed terms, cost changes, and commercial reviews.
- Update contract records following completion of works, including applying relevant pricing updates, scope amendments, and site-specific changes as required.
- Work closely with Key Account Leads to ensure contract administration supports service delivery, customer reporting, and commercial requirements.
Client Communication
- Act as the first point of contact for day-to-day queries from Key Account customers across the Republic of Ireland and Northern Ireland.
- Provide regular updates to clients on job progress, completion reports, scheduling, access issues, remedial works, and service delivery matters.
- Issue reports, certificates, quotations, and customer documentation within agreed timeframes.
- Prepare and offer quotations to customers for small value works and minor remedial orders, ensuring pricing aligns with contract terms and agreed rates.
- Support sales activity within existing Key Accounts by identifying customer requirements, processing small works opportunities, and liaising with Key Account Leads where further commercial input is required.
- Attend customer meetings, virtually or in person, to support account reviews, KPI discussions, issue resolution, and ongoing service improvements as required.
KPI Reporting & Contract Support
- Work closely with Key Account Leads to prepare, maintain, and issue KPI reports for Key Account customers.
- Assist with the preparation of monthly contract reviews, performance reports, and service delivery updates.
- Monitor job completion, attendance performance, outstanding works, and remedial progress to support accurate reporting.
- Highlight any risks to KPI performance, customer satisfaction, or contractual compliance to the relevant Key Account Lead or Manager.
- Support the mobilisation of new contracts, including the collation of site lists, asset records, customer requirements, reporting templates, and contract-specific processes.
Job & Asset Management
- Review completed job sheets and ensure all relevant compliance documentation is attached, processed, and filed correctly.
- Support asset tagging, asset validation, and lifecycle tracking through internal platforms.
- Monitor completed works for non-compliance, return visits, failed access, or escalated issues and flag these to the relevant teams for action.
- Ensure completed works are updated accurately to support invoicing, customer reporting, pricing updates, and future planning.
- Support the booking of planned, reactive, remedial, and small works orders across the Key Account customer base.
Compliance & Reporting
- Ensure documentation and data handling are completed in line with company procedures, GDPR requirements, and relevant quality standards.
- Track and support the achievement of contractual KPIs, including attendance, completion, reporting, and customer communication targets.
- Contribute to internal audits, service reviews, contract reviews, and quality assurance activities as required.
- Ensure customer records, reports, certificates, and contract information are maintained accurately and made available when required.
Core Competencies
- Organised and detail-oriented, with strong time management skills.
- Proactive approach to problem solving and customer service.
- Ability to manage multiple tasks and prioritise workload in a fast-paced environment.
- Strong communication skills and confidence in dealing with customers professionally.
- Commercial awareness when dealing with quotations, pricing updates, and small value sales opportunities.
- Ability to work closely with Key Account Leads, operational teams, engineers, and customers.
- Team player with a collaborative mindset.
- Trustworthy and discreet when handling confidential information.
Additional Information
This is a varied and dynamic role suited to someone who takes pride in delivering excellent customer service and supporting the successful management of Key Account contracts across the Republic of Ireland and Northern Ireland.
The postholder may be required to attend customer or internal meetings, either virtually or in person. Occasional travel may be required to support customer reviews, contract meetings, mobilisations, and other business needs.
Pay: €32,000.00 per year
Benefits:
- Company pension
- Employee assistance program
- On-site parking
Work Location: In person
