At a Glance
- Tasks: Manage NHS customer accounts and ensure a top-notch experience for all stakeholders.
- Company: Join a leading organisation dedicated to enhancing healthcare partnerships.
- Benefits: 12-month contract with competitive pay and opportunities for professional growth.
- Other info: Dynamic role with opportunities for cross-functional collaboration and career advancement.
- Why this job: Make a real difference in the NHS while building valuable relationships.
- Qualifications: Strong relationship-building skills and excellent communication abilities required.
The predicted salary is between 40000 - 50000 € per year.
12 month contract in London. The Account Manager is responsible for managing, retaining, and growing NHS customer accounts by acting as the primary point of coordination across operational, strategic, and commercial activities. The role ensures customers receive a superior experience by bringing their voice into the organisation and aligning internal and external resources to deliver long‑term value and partnership success.
Key Responsibilities
- Account Management & Customer Experience
- Act as the custodian of customer satisfaction across assigned NHS accounts.
- Build deep, long‑term relationships with Trust stakeholders, including senior management and C‑suite.
- Ensure customers receive a consistent, high‑quality experience across all touchpoints.
- Monitor customer feedback and escalate improvement areas where needed.
- Operational Delivery
- Lead and coordinate operational meetings, including KPI reviews, service performance updates, and financial metrics.
- Deliver Quarterly Business Reviews, analysing performance, identifying risks, and setting priorities for the upcoming quarter.
- Manage issue escalation and resolution by liaising with internal teams and third‑party partners.
- Ensure all interactions, actions, and account updates are accurately recorded in the CRM.
- Strategic Planning & Growth
- Conduct Strategic Trust Meetings to understand 1–3 year Trust objectives and align them with the organisation’s strategic vision.
- Develop and maintain detailed account plans, including value statements, roadmaps, and contact strategies.
- Identify and convert new opportunities within existing accounts and support prospecting of new accounts when required.
- Review account profitability and work with Commercial Finance to maximise long‑term value.
- Contract Management
- Manage contract amendments, including CCNs, product additions, and new subcontracts.
- Support annual budget setting with Trust teams.
- Oversee contract exit planning to ensure a positive final customer experience.
- Implementation & Onboarding
- Receive handover from the sales team following successful bids.
- Lead contract setup activities and coordinate with internal teams and third‑party partners.
- Support the implementation phase to ensure smooth onboarding and operational readiness.
- Cross‑Functional Collaboration
- Work closely with finance, operations, customer services, technical services, procurement, commercial contracts, access & innovation, and third‑party partners.
- Share insights and customer knowledge with Sales teams through Gold Sheet collaboration and CRM updates.
- Support colleagues during vacancies, holidays, or increased business demand.
Key Activities
- Operational meetings and KPI reviews
- Quarterly Business Reviews
- Strategic Trust planning sessions
- Financial and budget meetings
- Contract amendments and documentation
- Issue management and escalation
- CRM updates and task management
- Implementation and onboarding support
- Contract exit planning
- Contribution to wider business projects
Skills & Attributes
- Strong relationship‑building skills across complex, multi‑layered NHS environments
- Excellent communication and stakeholder management
- Commercially astute with the ability to analyse financial and operational data
- Proactive, organised, and able to prioritise in a dynamic environment
- Skilled in navigating matrix organisations and influencing without authority
- Customer‑centric mindset with a focus on long‑term partnership value
Customer Account Manager (Contract) in London employer: Proclinical Staffing
As a Customer Account Manager in London, you will thrive in a dynamic and supportive work culture that prioritises employee growth and development. Our commitment to fostering long-term relationships with NHS stakeholders ensures that you will play a pivotal role in delivering exceptional customer experiences while benefiting from comprehensive training and career advancement opportunities. Join us to be part of a collaborative team that values your insights and contributions, making a meaningful impact in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Account Manager (Contract) in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the NHS sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their goals and how you can contribute to them as a Customer Account Manager. Tailor your responses to show how your experience aligns with their needs – it’s all about making that connection!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Use this opportunity to reiterate your enthusiasm for the role and mention something specific from the interview that resonated with you.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you stand out. Plus, applying directly shows your interest in being part of our team and makes it easier for us to keep track of your application.
We think you need these skills to ace Customer Account Manager (Contract) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Account Manager role. Highlight your experience in managing customer accounts, especially within the NHS, and showcase how you've built strong relationships with stakeholders.
Showcase Your Skills:We want to see your relationship-building skills shine! Use specific examples to demonstrate your communication prowess and how you've successfully navigated complex environments. This will help us understand how you can contribute to our team.
Be Data-Driven:Since the role involves analysing financial and operational data, don’t shy away from sharing your experience with metrics. Talk about how you've used data to drive decisions or improve customer satisfaction in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining StudySmarter!
How to prepare for a job interview at Proclinical Staffing
✨Know Your NHS Landscape
Before the interview, brush up on your knowledge of the NHS and its structure. Understand the key stakeholders and their roles within Trusts. This will help you demonstrate your ability to build relationships and navigate complex environments during the conversation.
✨Showcase Your Customer-Centric Approach
Prepare examples that highlight your experience in managing customer accounts and ensuring satisfaction. Be ready to discuss how you've previously gathered feedback and implemented changes to improve customer experiences, as this aligns perfectly with the role's focus.
✨Demonstrate Strategic Thinking
Think about how you can align customer objectives with the organisation’s strategic vision. Prepare to discuss your approach to developing account plans and identifying growth opportunities. This will show your potential employer that you can contribute to long-term partnership success.
✨Be Ready for Operational Discussions
Familiarise yourself with key performance indicators (KPIs) and operational metrics relevant to account management. Be prepared to discuss how you would lead operational meetings and manage issue escalation, showcasing your proactive and organised nature.
