B2B Account Manager in Cardiff, Wales

On behalf of Companies House, we are looking for a B2B Account Manager (Inside IR35) for a one month contract (with possible extension). This is a remote working role. Companies House drives confidence in the economy and makes the UK a great place to start, and run, a business. As an executive agency sponsored by The Department for Business and Trade (DBT), we have the ability to play a leading role in the fight against corrupt business practices by providing the transparency and clarity necessary for the UK to continue to be regarded as a world-leading place to do business.

Companies House is undergoing an historic change - to our systems, culture, services, and ways of working. Our people are at the heart of these changes. The Economic Crime and Corporate Transparency Act (2023) gives Companies House the power to play a more significant role in disrupting economic crime and supporting economic growth. These changes represent the biggest opportunity for Companies House in almost 170 years. This move will help us achieve the kind of culture we want - one which drives high performance and where our brilliant people can flourish.

Job Purpose: To design and implement an effective hybrid account-management model to support approximately 500-1000 key customers, with a strong focus on technical issue resolution, smooth deployment of change, and consistent, scalable engagement. The consultant will help establish the structure, processes, tools, and capabilities needed to run this model successfully.

Main Responsibilities:

• Define a practical hybrid account-management approach, combining high-touch and scaled support.
• Develop customer segmentation (e.g. Tier A/B/C) based on complexity, risk, and technical needs.
• Recommend the size, roles, and structure of the account-management team.
• Outline how account managers interact with technical specialists, operations, policy, and data teams.
• Create clear workflows for handling technical issues, release communications, change deployment, and customer readiness.
• Establish escalation routes and clarity around RACI (roles and responsibilities).
• Propose reporting and insight-tracking mechanisms (customer health, error patterns, readiness indicators).
• Create practical templates such as customer engagement plans, change-readiness checklists, issue-triage scripts, and briefing packs.
• Recommend tooling or CRM-light approaches suitable for supporting 500-1000 accounts.
• Provide a roadmap for phased rollout.
• Train internal staff and embed repeatable processes.
• Advise on metrics to track success and refine the model over time.

Essential:

• Demonstrable experience creating scalable customer-support or account-management structures for high-volume customer bases.
• Experience defining segmentation models and establishing multi-tier service approaches.
• Ability to map workflows, define roles and responsibilities, and build efficient end-to-end processes.
• Comfortable working with large volume data to shape decisions and priorities.
• Skilled at facilitating workshops, and engaging with different customer types.
• Ability to produce crisp, plain-English guidance and materials.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident: As a member of the Disability Confident Scheme, Companies House guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply.

Armed Forces Commitment: Companies House guarantees to interview veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates/military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.

In applying for this role, you acknowledge that this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such, the payment to the intermediary and your income resulting from this contract will be different.