Account Manager Client Services

Job Title:Account Manager

Department: Client Solutions (Public Sector)

Management Responsibility for:None

Travel Required: Yes

Reports to: Account Director

Location:Gateshead, Glasgow or Manchester preferable

Contract Type:Permanent

Grade: TBC

Salary: 30k-40k

Job Summary / Overview

Accountable for managing the direct relationships with specified clients, the Account Manager works closely with relevant operational partners and internal stakeholders across both Teleperformance and client organisations.

The principle responsibility of the Account Manager is to ensure that the delivery of service for the client and their customers is at the superior level expected, safeguarding customer experiences and securing client satisfaction and loyalty.

The Account Manager may have responsibility for one or a number of clients, dependent on size, scope and complexity of the programmes of work involved.

Key Responsibilities and Accountabilities(may perform other duties as requested not specifically addressed in this document)

• Accountable for establishing and nurturing positive client relationships across all levels
• Works to truly understand the client’s expectations, needs, and wishes to ensure these can be translated into Teleperformance operating practices and approaches
• Works closely with Operational partners to operationalize the client’s needs in order to meet their expectations
• Collaborates together with client and Teleperformance teams to explore the art of possible to accommodate additional requests from the client, including scoping feasibility, ability to deliver, and cost proposals
• Proactively works with the client to identify opportunities to add value to their business, whether it be through optimizing delivery outputs, achieving efficiencies or transformation
• Demonstrates expertise on Teleperformance’s Technology, Automation and Process Excellence (TAP) tools, service offerings and processes, to confidently talk about these options to clients to promote their adoption within the business unit, and generate additional income from same
• Proactively works with the client to identify opportunities to grow existing business lines, and onboard additional business from the client, meeting farming targets
• Ensures effective and compliant delivery of services in accordance with the commercial terms of contract and fully supports the re-tender process
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Identifies any possible issues or other matter which could jeopardise client relations, and works to resolve without delay to minimise impacts
• Deals with any unexpected events in a calm and organized manner, providing reassurances to the client as required at all stages
• Ensures formal change requests are raised for all new work requests/changes which are not already included in the commercial terms
• Responsible for raising monthly client invoices and financial forecasting, ensuring maximum billable items are properly accounted for
• Responsible for maintaining an appropriate amount of effective communication and interaction with the client to ensure good relations and open frequent dialogue
• Co-ordinates with Operational partners to manage the cadence of Monthly, Quarterly and Annual Business reviews with the client
• Ensures all reporting provision to the client is in line with contractual and operational expectations, is accurate and timely
• Achievement of Client Satisfaction targets (KSAT)
• Adopts a truly client-centric approach to service delivery, ensuring client trust, loyalty and satisfaction
• Effectively and respectfully challenges client expectations when these are unreasonable and not in accordance with commercial terms or expectations
• Works closely with the wider stakeholders and colleagues across the Teleperformance business and centralised support functions to ensure key client requirements are delivered
• Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles operating within client account areas, in compliance with all GECSP, HR and other policies and procedures
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Responsible for own health, safety and welfare as well as being mindful of the wider team and surrounding colleagues.
• Attends any H&S training as directed by your line manager or the wider business. Upholds and applies the relevant policies and procedures to provide a safe working environment. In addition, challenges/reports unsafe practices and supports the team and overall business to deliver health & safety needs in the workplace.
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices in your business area
• Maintains open and honest channels of communication at all levels across the business unit to invite ideas from colleagues and stakeholders on how the service provision could be improved
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Educated to GSCE / Standard Grade level or equivalent
• Degree in Business Management or similar would be advantageous

Work Experience

• Minimum of 2 years of experience in an account management or similar client facing role
• Experience with outsourcing or BPO would be particularly advantageous, or 2 years of experience in similarly high-paced or complex industry
• Public Sector Experience would be advantageous

Special Certifications