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 2 days per week in Leeds office – 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. The Client Account Manager will be 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 SLA’s 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 delivery 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 SLA’s
• Previous experience of working in a regulatory or complaint industry sector i.e. financial services

The Role:

• The Client Account Manager will be accountable for embedding the client brand and client’s culture within the team
• Responsible for client SLA’s, ensuring you understand them, your team understand them and that we meet the client’s 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 SOP’s 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 SLA’s are achieved
• Ensure contingency plans are in place to cover holidays and other absences
• Set individual objectives and carry out one to ones, managing individual’s 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
• Deputize 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.