Job Title: Client Services Delivery Executive
Location: Huddersfield
Salary: £18,000 – £20,000 per annum
Position: Full Time, Permanent
The Company is a leading outsourcer of Vehicle Recovery and Roadside Incident Management to Highways England, Police Forces and Fleet Customers. They have a large portfolio of 200+ existing clients which are proactively managed from within RRRM (Roadside and Recovery Repair Management).
They are looking for a people person to join The Client Service Delivery team as Client Services Delivery Executive. The team are proactive and high energy that support front line RRRM operations.
Job Role:
Reporting directly to the Rapid Response Service Manager you will be responsible for proactive management of a portfolio of clients including Highways England. You will be tasked with developing and building relationships, connecting with key business executives and internal stakeholders.
As the custodian of the client’s requirements for them, you will liaise between clients and cross-functional RRRM teams to ensure the timely and successful delivery of their solutions, performance matrices and processes according to client needs and support with identifying and delivering new solutions and continuous improvements.
You will work closely with the RRRM Service Manager to proactively develop accounts to meet financial targets. You will be responsible for the successful retention of clients within a sustainable framework.
The Candidate:
Relationships
- Develop and maintain a proactive and long-term relationships with all appropriate stakeholders within allocated clients to establish them as a trusted partner
- Where appropriate, develop regular engagement and review meetings with decision makers and key contacts outlining solutions, key features and benefits to clients with a proactive approach
- Attend regular meetings with Highways England to understand their requirements and their delivery and performance
- Continually strengthen and deepen relationships across the business ensuring consistent engagement and understanding of the appropriate business issues
Client Development Support
- Work with the Operational teams to support the maximisation of contribution and profit within a portfolio of accounts
- Complete all administrative support tasks in line with expectation to the agreed timeline and quality required
- Fully understand the client’s products and services, business and financial objectives and how they can support their objectives
- Continually review allocated client portfolio volumes, performance and GP and report back any identified areas of over and underperformance as well as any recommendations to line manager / Highways England Account Director
- Provide Rapid Response Service Manager and Operation Manager with real insight and client understanding to support the development of innovative solutions, knowledge and training that deliver their clients great value and services
- Work with external and internal stakeholders to effectively manage contracts and pricing reviews
Customer Experience
- Develop client activity plans and account development plans to support the clients key objectives and meet their key performance metrics
- Understand and communicate operational processes to drive client satisfaction and drive operational efficiencies
- Work with the Customer Experience Team to ensure the achievement of their Net Promoter Score (NPS) or Customer Satisfaction (CSat) target
- Role model the company values and behaviours across the company
- Responsive and adaptable to change, e.g. working patterns and changes to required activity
Key Requirements:
- Outstanding Communication skills – written and verbal
- Experience in Client Service environment
- Excellent time management skills
- Ability to work to deadlines whilst maintaining 100% accuracy
- Good working knowledge of Outlook, Word and Excel
- Commercial awareness
- Analytical skills
- Negotiation skills
- Presentation skills
What’s in it for you?
Supporting you to be the best you can, they’ll prepare you for success right from the start. When you join the Company, you’ll enjoy a structured training programme and during your first 12 months, they will continue to develop you in your role through on-going coaching and support so that you have a really great first year. Your development doesn’t stop there however as you will go on to learn and build further skills and as you progress your salary will too.
You’ll enjoy some fantastic benefits too. For instance:
- Competitive salary and quarterly performance bonus
- 25 days holiday increasing to 28 with length of service
- Contributory pension scheme
- Life assurance
- Free eye tests and free car parking
- Modern break out areas with kitchen facilities and TV area, and shower facilities for those that want to take advantage of their cycle to work scheme.
Please click the APPLY button to send your CV and Covering Letter for this role.
Candidates with relevant experience or job titles of; Business Development Manager, Account Executive, Account Management, Sales Executive, Client Relationship Executive, New Business Manager, Key Account Manager, Account Consultant, Product Specialist, Key Sales, Experienced Account Manager, Business Development Manager, External Sales, Sales Person, Sales Consultant, Business Development, External Sales Executive, B2B, Sales Development, B2B Sales Executive, Direct Sales, BDE, External Sales Person, Sales Specialist, BDM will be considered for this role.
