Service Account Manager (Permanent) in Westminster

Salary: £34,110 - 37,110 per annum

Hybrid United Kingdom (multiple locations) - England, Scotland, Northern Ireland, Wales, London. We're a fully hybrid organisation, with colleagues across all corners of the UK.

Job Type: Full-Time, Permanent

MP Services is at the heart of IPSA, offering vital support to MPs and their staff to ensure they can access the funding they need to do their parliamentary and constituency work. The MP Services team provides principles-based support on a wide range of services from budget management to property to ensure MPs comply with IPSA's regulatory principles.

The Account Manager regulates through service, providing support and guidance to a cohort of MPs and their staff on budget management, funding decisions, property and running an effective office. As part of a dynamic team of up to 20 Account Managers, the role works collaboratively through a matrix structure with IPSA's Payroll Services, Service Quality, Finance Business Partnering and Standards teams to ensure joined-up support and to identify trends and risks.

The role holder will live IPSA's values, lead by example and collaborate with, support and challenge others to ensure IPSA remains a great place to work and MP and MP Staff satisfaction is high.

Key Responsibilities:

• Providing exemplary, seamless principles-based support to MPs and their staff, ensuring a joined up, consistently high-quality service aligned with IPSA's values.
• Educating MPs and their staff on IPSA's systems and processes to support trust in democracy and assure the public.
• Managing day-to-day requests within challenging SLAs, ensuring MPs have access to the right support, services and information when they need it.
• Providing expert support to MPs and their staff on accessing funding, budget management, and property rental registration.
• Contributing to continuous improvements, helping to shape and test new services and processes.
• Building trusting, effective relationships with a cohort of MPs and their staff, understanding and anticipating their needs.
• Acting as the first line of defence by identifying and addressing risks early.
• Collaborating with internal and external stakeholders to provide joined-up, efficient customer service.

You’ll thrive in a customer-focused, regulatory environment and be passionate about supporting MPs, their staff and trust in democracy through seamless service. You’ll be confident helping our customers navigate a principles-based approach to funding decisions, simplifying the complex and using data and insight to inform your conversations.

Experience and Skills Required:

• Proven experience in complex customer-facing environments, focusing on building trusting relationships.
• Excellent coaching and influencing skills to ensure MPs and their staff make principles-based decisions.
• Strong analytical and problem-solving skills, with good financial literacy and attention to detail.
• A collaborative approach, contributing to a matrix structure and supporting each other.

Salary progression: We operate a training and competency framework which consists of three stages - learning, developing, qualified. You can then progress to the final stage as Qualified, at this stage, you will have demonstrated the necessary skills, knowledge and experience to work independently and consistently deliver high quality work.

Our commitment and values: We’re committed to creating an inclusive, vibrant community and to making IPSA a brilliant place to be. With diversity of backgrounds, experiences, and thinking, IPSA will continue to operate as a high-performing organisation with a truly diverse and inclusive culture.

We encourage applications from all backgrounds and communities, such as returning parents or carers who are returning from a career break, people who are LGBTQIA+, from Black, Asian, and other ethnic backgrounds, with a disability, impairment, learning differences or long-term condition, with caring responsibilities, from different geographic regions and people from all socio-economic backgrounds, and any other under-represented groups in our workforce.