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- Tasks: Lead client relationships and drive continuous improvement for the Department for Work & Pensions.
- Company: Join a dynamic team focused on client satisfaction and operational excellence.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing client services and driving change.
- Qualifications: Experience in client services, account management, or project management is essential.
- Other info: Collaborative environment with a focus on personal development and career advancement.
The predicted salary is between 60000 - 80000 £ 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
- 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
Experience & Qualifications
- 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 & 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 Bath employer: Teleperformance SE
Contact Detail:
Teleperformance SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Director in Bath
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to show how your experience aligns with their needs, especially in client services and account management.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm and keeps you fresh in their minds.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, it’s the best way to ensure your application gets seen by the right people.
We think you need these skills to ace Account Director in Bath
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Account Director role. Highlight your experience in client services, project management, and any relevant achievements that showcase your ability to drive client satisfaction and continuous improvement.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Use it to demonstrate your understanding of client expectations and how you've successfully managed similar responsibilities in the past.
Showcase Your Skills: In your application, be sure to highlight your interpersonal skills and ability to build rapport with clients. We want to see how you can influence and negotiate effectively, so share specific examples!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Teleperformance SE
✨Know Your Client Inside Out
Before the interview, make sure you research the Department for Work & Pensions and understand their goals and challenges. This will help you demonstrate your knowledge of their needs and how you can drive client satisfaction and continuous improvement.
✨Showcase Your Success Stories
Prepare specific examples from your past experience where you've successfully managed client relationships or improved performance. Highlight how you added value to a client's business and how you navigated challenges to achieve results.
✨Master the Metrics
Familiarise yourself with the key metrics used in account management and financial forecasting. Be ready to discuss how you’ve used these metrics in previous roles to track performance and make informed decisions.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly and positively. Since the role involves ensuring clear communication between clients and internal teams, showcasing your interpersonal skills during the interview is crucial. Be prepared to demonstrate how you build rapport and trust with clients.