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Position: Client Account Manager
Suitable for: Client Manager, Client Services Manager, Client Delivery Manager, Client Account Manager - ideally with financial services / banking / insurance or legal sector background)
Location: Hybrid / Leeds (ideally approx 2 days per week - close to train station)
Salary: £30k - £35k + bens
Please note that unfortunately, our client is unable to offer sponsorship
Our client, a leader in the regulated legal sector is look for an experienced Client Account Manager to join their team. Responsible for a client team of Case Executives and Senior Case Executives, ensuring that they are effectively managed to provide a high-quality service, consistently achieving the Clients SLAs within the Re-mortgage Service Centre.
Essential:
Minimum of 3 years in a Client Account Manager, Client Services Manager, Client Delivery Manager type role
Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organisation.
Previous people management experience with a track record of managing performance and achieving targets
Experience managing in a high-volume operation
Experience of handling change
Working knowledge of MS Office packages including word, excel & outlook
Ability to coach and mentor individuals to get the best results out of them
Ability to prioritise work and use initiative
Previous experience managing client deliver role
Passionate about customer service and continuously improving the customer journey
Demonstrate responsibility to be flexible and adaptable across the company to meet the needs of the business
Proactively champion change and encourage the team to positively implement changes
Displays a positive attitude at all times and confidently communicates all company messages
Desirable:
Previous experience of working to SLAs
Previous experience of working in a regulatory or complaint industry sector i.e. financial services, banking, insurance or similar
The Role:
The Client Account Manager will be accountable for embedding the client brand and clients culture within the team
Responsible for client SLAs, ensuring you understand them, your team understand them and that we meet the clients requirements
Participate in client meetings and present solutions and services that add value and meet client's needs, supporting and shaping future enhancements and SLA changes
Responsible for ensuring client differences/client specific SOPs are always up to date
Ensure your team provide a high-quality customer journey through their interaction with customers and hold your team to account
Assist with recruitment and training in line with department requirements and ensure your team are fully trained on any client specific requirements
Monitor and actively manage the workloads for your client to ensure that client SLAs are achieved
Ensure contingency plans are in place to cover holidays and other absences
Set individual objectives and carry out one to ones, managing individuals performance in line with company policy and targets
Proactively manage both good and poor performance to ensure consistent treatment of team members resulting in a high performing team
Encourage new ideas by actively seeking contribution from your team
Actively seek opportunities to improve the effectiveness and efficiencies of the team, process and system
Complete annual regulatory training as required within timescales
Act in accordance with all the regulatory / legal requirements within your department ensuring that your team is compliant
Deputise for other Client Managers in their absence, including supporting the team and attending client meetings where required
Deputize for the Operations Manager in their absence
Full job description will be sent to you after initial call and if the role is of interest to you.
To apply: Please follow the online application process and upload your CV, in Word format.
Please note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship). Due to large numbers of applications, unfortunately we cannot provide detailed feedback to everyone, however, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you