Job Summary
Key accountabilities
Responsibility
Objectives
To demonstrate strong team management & deliver service excellence
1. Encouraging & supporting the Account Managers in developing their industry knowledge & in managing their own accounts
2. Regular review of the relationships between the Account Managers & customers to ensure that appropriate levels of communication are occurring with the account
3. Ensuring Account Managers are communicating with & supporting Strategic Account Managers & Account Directors with their account
4. Developing knowledge of the customers CSR objectives & core values
5. Developing suitable KPIs to ensure continued improvement in customer service delivery & data submission quality
Effectively manage & support a team of Account Managers
6. Recruitment, line management & professional development through one to ones and personal development plans.
7. Providing encouragement to team members, including communicating team goals & identifying training gaps or areas where skill checks are required
8. Conducting team meetings to update on best practices, continuing expectations, & to facilitate knowledge sharing
9. Ensuring that the appropriate training schedule is delivered to each team member
10. Fielding answers to team member questions
Deliver data compliance
11. Ensuring that all deliverables are completed within agreed timeframes & to a high level of accuracy
12. Facilitating an escalation process to support the provision of data in a timely manner
13. Overseeing task prioritisation & resource allocation
Futureproof & expand the department
14. Developing the data management service to ensure it continually meets member needs
15. Monitoring & reviewing legislative & reporting developments, & co-ordinating new data collection, data storage, & data reporting methods to keep pace with these changes
16. Seek out opportunities for continuous improvement within the department
To ensure departmental planning and procedures are followed
17. Scheduling, co-ordinating & delivering BCS testing, & addressing any non-conformances
18. Succession planning
19. Reviewing contracts & supporting the delivery & return of renewals
20. Ensure compliance with ISO standards
21. Identify, raise & safeguard against risks
Experience, skills
22. Excellent planning, scheduling & organisation skills
23. Solution orientated & problem-solving ability
24. Ability to effectively communicate with all levels of the organisation
25. Knowledge of data management, EPIC, & customer base desirable
26. Leadership skills
27. Motivational skills
28. Results-oriented
29. Self-motivated
Qualifications
30. Educated to degree level or equivalent
31. Previous operational experience
32. Previous management experience desirable
Benefits and Rewards
33. Hybrid working available, happy to talk flexible working
34. Up to 10% bonus
35. Enhanced holiday scheme (option to buy/sell up to 10 days) and long service awards
36. Critical illness, Life assurance & disability income protection
37. Option to join private medical insurance, subsidised gym membership, and bike to work scheme
38. Contributory pension scheme
39. Wellbeing initiatives and support including Wellbeing App access
40. MyPerks discounts platform
Contact us
For more information, please call 03450 682 572 or email CV@valpak.co.uk