Job title: Accounts Team Manager (B2B)
Salary:Circa £26k - £27k
Hours: Hours: 37.5 hours per week. Monday - Friday, no evenings or weekends.
Contract: 6 month contract initially
Customer Management Resourcing (CMR) is a boutique recruitment consultancy that specialise in all roles within 'Customer Management'. This includes all management or analytical roles surrounding Contact Centres, Customer Experience & A.I.
We are proud to be working with a well- established, not for profit licensing organisation.
Established for over 80 years, our client is a Forward-thinking, not for profit licensing organisation based in Leicestershire.
Scope of the role:
To manage, lead and motivate a team of people, optimising individual and team performance, maximising revenues and ensuring positive customer relationships are developed and maintained.
Essential functions and responsibilities:
·To lead the team to achieve all revenue targets and KPIs
·To encourage and instil a sales culture within the team, with a focus on exceeding revenue targets and maximising revenue growth opportunities
·To plan and manage the day to day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintained
·To hold regular team meetings in order to timely and effectively communicate departmental plans and targets, discuss issues and recognise success
·To take responsibility for the performance management of direct reports including conducting 121s, setting objectives, holding performance reviews
•To ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
•To monitor the quality of the team’s customer calls and develop actions to improve service standards
•To ensure the team educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
•To ensure the team use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases
•To develop and maintain knowledge of sectors and accounts in order to maximise specific revenue streams through proactive management and conversion of sales and upsell opportunities
·To build and demonstrate business expertise and contribute to continuous improvement of licensing processes
·To interpret reports and management information to enable analysis of performance and decision making
·To monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plans
•A level education or relevant work experience
•At least 2 years’ experience in a customer facing, Team Manager role within a corporate environment.
·Strong account management background teamed with demonstrable people management.
•Experience of using a CRM system
•Prior experience of managing teams within a contact centre
•Experience of managing complaints
•Experience in adopting a coaching style with others, desirable
•An understanding of HR policies and procedures and performance management.
·Salary of up to £26’000 - £27’000 per annum, Negotiable
·Private Medical Care, Childcare vouchers, cycle to work scheme, discounted gym membership and many more.
·Annual leave entitlement is 25 days plus bank holidays.
·Hours: 37.5 hours per week - Monday - Friday.
If you feel your experience matches the above description, please apply for immediate consideration.
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