Innovative
Engaging
Rewarding

Account Manager

Salary £60,000
Position Full Time
Location Birmingham
Vacancy Reference INTDG817438

This is a , vacancy that will close in {x} days at {xx:xx} BST.

Reporting to an Account Director (who has responsibility for multiple accounts) the Account Manager will be responsible for one key strategic client account operating from the Midlands and London and managing a large multi-functional team.  

As the most senior manager onsite, the Account Manager will be responsible for the overall management of the client relationship; staff management; service delivery; financial management and business growth.

The Account Manager is responsible for establishing relationships with key clients and aligning our operational services with their strategy. Positioned as the expert, the Account Manager will lead change, meeting regularly with clients, department heads and other key influencers to build and articulate solutions which deliver efficiencies, enabling greater client profitability and productivity. One way of evidencing the success of this role is if our clients recognise their Account Manager as a key partner or indeed part of their own firm’s management team.

This is a tactical role, providing leadership and direction to a team of Business Service Managers. You will empower and mentor them to ensure the effective delivery of all administration and support services to our clients and their staff. Driving service improvement and achievement of KPIs and SLAs.

KEY RESPONSIBILITES

Client management

  • Compile accurate management information, complete the monthly Account Review Report and lead the Account Review Meeting on a monthly basis
  • Ensure compliance throughout your service with all contractual obligations including service level agreements
  • Monitor service provision and ensure that agreed service levels are maintained and exceeded where possible, continually looking for ways in which service can be improved
  • Develop and manage the relationship with the day-to-day client contact and other key stakeholders
  • Develop a thorough knowledge of the client’s business and sector
  • Be aware of industry trends and developments and the effect it might have on the client
  • Support clients through effective management of projects
  • Understand clients’ business aims and objectives as well as profit pressures and ensure that ideas are presented that will positively affect the achievement of their plans
  • Ensure the effective delivery of service to clients
  • Act as the liaison point for all client-facing matters
  • Ensure the immediate resolution of operational issues or complaints and ensure that corrective long-term action has been taken
  • Ensure that corporate brand and standards are always adhered to and that Intelligent Office is represented in a professional way
  • Provide a client service which is recognised for providing added value and efficiency/savings
  • Draft high quality written business cases

 

Staff management & development

  • Ensure the effective performance management of direct reports, implement any company procedures accordingly
  • Manage an effective two-way communication with direct reports and with their staff
  • Monitor that best practices are always adhered to
  • Ensure all human resource matters are managed effectively, consistently and in accordance with company policy
  • Plan coaching and development for your direct reports and implement personal development plans
  • Through your teams, ensure that all staff are managed effectively, developed, motivated and recognised
  • Monitor the planning of resources and participate in the succession planning process for the company
  • Ensure the effective induction and management of probation for staff within your account

Service delivery

  • Ensure that SOPs and all elements of the Intelligent Office toolkits are effectively used to deliver first class service to clients and internal colleagues
  • Develop a detailed understanding of your accounts’ contractual obligations service level agreements and support the managers to ensure that we are always meeting and exceeding these
  • Ensure that the company’s Centre of Excellence initiatives are effectively implemented and that best practice is shared throughout
  • Interrogate customer and client feedback via the methods adopted by the company and ensure that the feedback is used positively
  • Be aware of the risks associated with our services and ensure that a plan to minimise those risks is implemented

Financial management

  • Work with direct reports to understand the financial elements of the client contract and be accountable for the overall financial performance of the account
  • Undertake reforecasting as required and ensure a structured plan is in place for profit enhancement
  • Ensure all variances in financial performance are analysed and effective cost controls implement as required
  • Ensure all financial procedures are completed in the region on time and accurately

Business development

  • Identify opportunities for business growth within the account
  • Participate in the development of studies, proposals and costings for new contracts
  • Draft high quality written business cases

 

Person Specification

Essential

  • Highly customer focused, with experience in account management
  • Excellent relationship ship building skills, with the ability to build rapport and trust quickly
  • Skilled in managing, motivating and inspiring staff teams
  • Excellent financial management skills with experience of managing budgets
  • Driver of change and ability to identifying new business opportunities
  • Self-motivated and passionate, with the ability to lead by example
  • Well presented with a professional manner
  • Excellent computer skills, including familiarity with MS Word, Excel and PowerPoint
  • Great communicator at all levels, both written and oral

 

CUSTOMER SERVICE

Customer service is the key differentiator between a good company and a great company and is critical to the success of any organisation that deals with customers. Every contact with a customer whether it is face to face, over the phone or in writing, is a ‘moment of truth’. A period where you can meet and exceed that customer’s needs, provide value, gain trust, respect and ultimately, loyalty to your company.

For Intelligent Office, excellent customer service is integral to everything we do. We are amongst very few organisations whose staff work amongst their clients, within their workspace. This means we are constantly interacting with our customers and must always portray a professional and approachable image.

All employees of Intelligent Office, regardless of which role they carry out, must ultimately demonstrate exceptional customer service at the heart of everything they do.

SUMMARY OF ROLE

To provide exceptional customer service during every interaction with the client. To proactively demonstrate and live the company values and behaviours:

  • Teamwork
  • Integrity
  • Passion
  • Success

An Intelligent Office employee:

  • Wants to delight customers, above and beyond the call of duty
  • Understands their customers’ needs
  • Can communicate clearly, both written and orally
  • Is able to handle complaints and ensure the appropriate course of action is taken to resolve them
  • Works with accuracy and an eye for detail
  • Always considers the best interests of the company and the customer
  • Takes the initiative to suggest improvements and best practice
  • Is proactive in identifying opportunities for service and process improvements and cost savings
  • Has a pleasant, warm and friendly demeanour
  • Is willing to build long term relationships with the customer and the company
  • Takes personal pride in their work and appearance
  • Works to adhere to all policies and procedures as set out in the Company Handbook
  • Displays Intelligent Office values (teamwork, integrity, passion, success) always

Intelligent Office is the leading provider of support services to the UK professional services sector. We have over 800 team members operating at more than 60 client sites across the country.

At Intelligent Office we pride ourselves on our unique approach to support solutions for our clients and challenge traditional operations. We bring innovative thinking and development to every client on an individual level, streamlining processes and improving the way they operate.

WORKING AT INTELLIGENT OFFICE

Our values – teamwork, integrity, passion, and success – are central to the way we work, how we connect with our clients and each other. Our ethos is about helping each person in the business feel connected with the company. Engagement, feeling motivated and knowing that what you think and feel are really important to us. It’s about being recognised for doing a great job and making the most of your career. And it’s about us working hard to make you happier at work.

Over 50% of staff in management roles have been promoted since joining us, and this is just one of the reasons we were awarded Investors In People Platinum status in 2018 and again in 2021.

OUR COMMITMENT TO DIVERSITY AND INCLUSION

We want you to be yourself and thrive!

At Intelligent Office we have always believed in promoting and encouraging an environment where differences are not only welcomed but nurtured and valued. At IO, inclusiveness and equality underpin our DNA and are core to our vision for the future: To embrace the different experiences, backgrounds and perspectives that each team member brings to Intelligent Office.

Teamwork

Integrity

Passion

Success

Jon
Hall

DEPUTY BUSINESS
SERVICES MANAGER

"I was TUPE transferred to Intelligent Office over seven years ago and was promoted from day one from an Assistant to Team Leader, and I’m now a Deputy Business Services Manager. IO make their staff feel valued and have a structure to ensure everyone has a defined career path, so those with drive and determination are supported to succeed."

Charlotte
Hollinshead

MULTI SERVICES
TEAM LEADER

“My time at IO has been truly wonderful so far and I'm really excited to see where it takes me. From starting as a relief team member on a zero hours contract, I've since worked at various sites in different roles and I'm also a part of the wellbeing committee which is really enjoyable. No two days are the same and I genuinely adore what I do, as well as all of the incredible people I work alongside - both internal and external. There are so many great opportunities to get involved in across the business and IO is a truly fantastic company to work for.”

Lorraine
Finch

PERSONAL
ASSISTANT

“I worked at a previous firm for over 10 years and the thought of moving to a new firm was very daunting, however it’s been nothing short of great! Intelligent Office has made me feel valued and included in so many ways. They’ve provided excellent training, regular 1-1s as well as giving great support throughout which makes my work-life balance a lot easier.”

Employee Referral Scheme

Flexible Benefits Scheme

Gift of
Time

Eye
Care

Death in
Service

Employee Assistance Program

Employee Discounts & Perks

Wellbeing Platform

Cycle to Work Scheme

Long Service Awards

Company Pension Scheme

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