Competitive Salary (DOE)
about 2 months ago
Job Title: Client Services Team Director
Location: London / Coventry / Home / Field
Driving and supporting the Strategic Client Services Team to maintain high level client relationships, attending meetings where required. Keeping abreast of client strategy and priorities in order to act as an advisor and mentor for the Client Services Team. Oversee the servicing of accounts and ensure that delivery exceeds client expectations.
Client Relationship Management – Ensuring client satisfaction hits and exceeds business targets. Driving and supporting the Client Services Team to maintain client relationships and attend meetings where required. Keeping abreast of client strategy and priorities in order to act as an advisor and mentor for the Client Services Team.
Strategic and Content Client Support – Advising and supporting Client Services Team to ensure client tasks delivered exceed client expectations. All client servicing is produced within the brand and to agreed client service levels.
Account Management & Development – Building and developing lasting relationships with our existing and target clients. Ability to grow existing client accounts through supporting client-specific business development plans. Support the Client Relationship Directors with targeting and securing new client opportunities.
Process and Quality Control – Supporting the Operations Director and ensuring the Client Services Teams are working within the ISO 9001 standards for client delivery. Driving process improvement and efficiencies to ensure continual development of operating systems and procedures. Ensuring highest quality of execution in everything the Client Services Team produce to ensure client satisfaction exceeds targets. To flag up to the Operations Director any inconsistencies in process or quality control.
KPI’s – where applicable engaging clients with the agreed KPI framework. Mentoring Account Managers and Analysts to ensure that KPI targets are met.
Reporting –Producing monthly reports for the Energy Management SMT /Ops Meetings to show progress against business objectives and other management issues.
Strategy – Implementing business strategy and priorities within the Client Services Team. Actively keeping abreast of current industry trends, competitors and client activity. Bringing to the Operations Director / SMT’s attention any new opportunities, ideas or suggestions that will aid in the progress towards the company vision.
Training and Development – Support the Operations Director in seeking new training opportunities for the Client Services Teams where appropriate to ensure staff continue to develop and perform at their best. Mentoring roles within the Client Services Teams to help individual development.
Company Culture – Demonstrate the company values and live and breathe our brand behaviour. Encouraging others to get involved and feel part of the team to help maintain and uphold the culture. Take an active part in team meetings and activities. Having a voice and sharing ideas.
Customers (establish an excellent working relationship with your customers)
Energy Suppliers (establish a good working relationship and gain an intimate understanding of each Suppliers product suites).
Client Directors (Work hand-in-hand as an extension of the Client Directors team)
Trading / Energy Markets Team (understand the current and future market dynamic to help explain market scenario’s to your customers)
Commercial Orientation: focussed on understanding team member or customer needs and delivering solutions that directly or indirectly grow and retain customers under management.
Acting with Integrity: being open, self reflective and trusted by employees and flexible customers alike, role-modelling and championing a positive and collaborative culture.
Self Management: seeing problems as opportunities; have a high level of initiative; be goal oriented; and take accountability of your work outputs and actions.
Goal Oriented: seek to understand and personally contribute to the mission and future direction of the business; translate the organisational strategy into practical initiatives and solutions; be creative and innovative in achieving the goals of the organisation.
Collaborative: enjoy being mentored and mentoring others; being a team player; empowering others through both formal and informal channels.
Knowledge and Skills Required:
Line Management of Teams essential.
Experience of goal setting and communicating strategy essential
Proven experience as a Client Relations Manager or Relationship Manager
Proven track record of meeting and exceeding targets
Background in customer service; industry knowledge is a plus
Experience tracking relevant KPIs (e.g. customer satisfaction)
Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce)
A customer-oriented attitude
Excellent communication and negotiation skills
Creative and dynamic – think outside the box, challenge the norm.
BSc/BA in Business Administration
Industry knowledge surrounding new technologies (e.g. solar, EV, battery storage etc)
Please feel free to reach out to me directly to discuss further: