Description: |
MANAGER to ACCOUNT MANAGEMENT TEAM, London Bridge Media Co - to GBP 35,000 p.a. Exp. Manager of a team of Account Managersreq by leading media agency, clients include leading FTSE 100 co', investment banks, financial institutions/regulators,PR consultancies, and the press offices/corporate communications depts of companies operating across most sectors. Youwill be required to lead/manage a specific Client Services team, manage workflow and individuals effectively, in order toensure the highest possible levels of service.Responsibilities:. All aspects of workflow management within the team, including planning, allocating and evaluatingwork carried out by individuals.. Work with Head of Client Services on staff performance setting of objectives and targets and monitor and evaluatethrough appraisal process. Take remedial action where required. Establish appropriate conditions for staff performance tomeet the required standards. Involvement in any grievance or disciplinary procedure where necessary.. Monitor resource utilisation and plan for future requirements. Contribute to the recruitment and selection of staff asappropriate.. Train and develop individuals to enhance performance.. Disseminate information to staff, colleagues and management where appropriate, ensuring team have the necessaryknowledge to provide the level of service required.. Promote and actively ensure a positive team and supportive team culture.. Establish and enhance effective working relationships with managers, teams and colleagues from all areas of thebusiness.. Ensure that all staff under the jobholders control are treated with respect and without any form of unfairdiscrimination. Ensure that the jobholder and staff act in accordance with employment legislation and relevant codes ofpractice.. Hold regular team meetings/briefings as required.. Provide reports on client base as requested.. Implement, maintain the highest possible level of client service and customer care, seeking constantly to improve.. Maintain, monitor and improve levels of customer satisfaction and retention being provided by team members, givingadvice and guidance where required.. To be the senior point of contact for all clients in remit and to refer where necessary to the Head of Client Services.. Monitor and evaluate systems and processes, refreshing and recommending better and more effective ways of working.. Awareness of service issues and excellent error management, awareness of problem clients and how to manage these tohelp revenue retention, reporting back to the business as required.. Ensure the accurate collection, collation, evaluation and distribution of relevant data required to provide an accurateand timely briefing of client requirements and feedback to the Company.. Ensure solid relationships are built with clients in the base, managing frequency of contact.. Promote and actively ensure positive, polite and friendly liaison with all clients, including in difficult andpressured situations.. Manage communication of Company information, service updates, etc, to client base.. To monitor and take advantage of opportunities to up sell to existing clients or win new clients.. Awareness of revenue in client base, and the importance of retention and growth of this revenue.. Communicate cost awareness to staff and recommend improvements in cost-effectiveness.. Involvement in implementation of price rise projects as required.. Negotiate effectively where terms or service details need to be materially changed.. To keep abreast of industry and competitor developments and movements in related sectors, and use this to help buildbetter client relationships.. Contribute to the implementation of changes in service, products and systems as necessary.. Use and exchange information to make decisions, solve problems, forecast trends, etc. Ensure compliance with DataProtection legislation.. Be fully aware of the requirements of the Companys Disaster Recovery plan and act accordingly if the need arises.. Provide cover for colleagues as necessary.. Undertake other duties as required consistent with the objectives of the position.Essential Requirements: Extensive knowledge and experience of client services processes Demonstrable record of providing excellent customer service A good working knowledge of the Companys media products and production techniques Experience of managing and motivating individuals Experience of managing workflow of a team and making improvements to processes Sound knowledge of media monitoring and related industries Commercial outlook and techniques Analytical and problem solving skills Ability to plan, prioritise and deliver to tight deadlines Organisational, administrative and IT skills A high level of interpersonal and influencing skills Excellent communication abilities, oral and written Ability to stay calm under busy conditions |
