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- Tasks: Drive client satisfaction and improve performance through effective account management.
- Company: Join a dynamic team focused on client services and continuous improvement.
- Benefits: Competitive salary, flexible working environment, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing client relationships and driving change.
- Qualifications: Experience in client services, account management, or project management is essential.
- Other info: Collaborative culture with a focus on personal development and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a dynamic and self-motivated Account Director to join our Client Services team. This role will be focused on the Department for Work & Pensions (Targeted Case Review). The Account Director will be responsible for driving client quality and continuous improvement, while expanding existing client relationships. The role will involve ensuring clear communications between our clients and Operations, delivery of governance communications, and delivery of weekly, monthly and quarterly business reviews.
Ideal candidates for this role will be flexible with changing and challenging workloads, and be able to demonstrate success in managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance. Applicants should be able to demonstrate solid experience within client services, from either an account management, operations, project management or wider outsourcing perspective.
Essentially, the Account Director will be responsible for ensuring our clients receive all the services we are contracted to provide and is accountable for:
- Client Satisfaction
- Clear and transparent internal financial awareness
- Strong governance
- Management of account managers (where applicable)
- Delivery of gross margin commitments
Responsibilities:
- Senior day-to-day client contact
- Financial forecasting
- Input top line sales and direct costs taken from operations into contribution reporting where applicable
- Tracking budget vs actual
- Monthly GM tracking
- Full action plans where GM falls below target
- To identify Farming & Growth opportunities and pass these to the VP Client Services
- Ensuring clear communications between the client and internal stakeholders
- Contractual commitments and deliverables
- Contract Change Notes / Variations
- Strong governance – ensuring a clear audit of decisions
- Driving continuous improvement agenda, working in partnership with TP Digital colleagues
- Overseeing production and accuracy of MI
- Invoicing and accounts receivable / aged debt
- Working with Operations on tactical delivery / decisions of the account running
- Weekly, Monthly and Quarterly review packs
- Delivery of weekly, monthly and quarterly business reviews
- Monthly / quarterly KSAT dip checks
- Implementing client account plans
- Change control
Candidate criteria - what we are looking for:
- Solid experience in client services from either an account management, operations, project management or wider outsourcing perspective
- Previous experience managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance
- Ability to demonstrate how you have added value to a client's business / service provision (client centricity)
- An understanding of the metrics used and the pricing structure in operation within the contact centre environment
- Experience of financial forecasting and invoicing
Competencies and specific skills:
- Solid understanding of how Account Management can influence achievement of business objectives
- An understanding of how to work proactively and positively in partnership with both operations and client priorities
- Excellent professional interpersonal skills.
- The ability to build rapport and trust with clients and colleagues.
- The ability to understand and communicate client requirements with a clear, positive and customer-focused message
- Ability to influence and negotiate with others
- High level of numeracy and literacy
- Committed, enthusiastic, positive, resourceful and resilient
Account Director in Gateshead employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Director in Gateshead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Account Director role.
✨Tip Number 2
Prepare for interviews by researching the company and its clients. Understand their needs and how you can add value. We want you to walk in with confidence, ready to showcase your client-centric approach and how you can drive continuous improvement.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the responsibilities of the Account Director role. We suggest rehearsing answers to common interview questions, focusing on your ability to manage client expectations and deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search and genuinely interested in joining our team.
We think you need these skills to ace Account Director in Gateshead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Account Director role. Highlight your experience in client services and any relevant achievements that show how you've driven client satisfaction and continuous improvement.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've managed client relationships and delivered results in previous positions.
Showcase Your Skills: Don’t forget to highlight your skills in financial forecasting, governance, and communication. We want to see how you can influence business objectives and work collaboratively with both clients and internal teams.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your Client Inside Out
Before the interview, make sure you research the Department for Work & Pensions thoroughly. Understand their goals, challenges, and how your role as an Account Director can help them achieve success. This will show your potential employer that you're genuinely interested and ready to hit the ground running.
✨Showcase Your Success Stories
Prepare specific examples from your past experiences where you've successfully managed client relationships or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your ability to add value and drive client satisfaction.
✨Demonstrate Financial Acumen
Since financial forecasting and budget tracking are key responsibilities, be ready to discuss your experience with these aspects. Bring examples of how you've managed budgets in the past and how you’ve contributed to gross margin commitments. This will highlight your understanding of the financial side of account management.
✨Communicate Clearly and Confidently
Effective communication is crucial for this role. Practice articulating your thoughts clearly and confidently. During the interview, ensure you listen actively and respond thoughtfully to questions. This will showcase your interpersonal skills and ability to build rapport with clients and colleagues alike.