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For Companies At a Glance
- 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.
- Other info: Collaborative environment with a focus on personal development and career advancement.
- 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.
The predicted salary is between 36000 - 60000 £ per year.
The Role
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 employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Director
✨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 answers to show how your experience aligns with their needs, especially in client services and account management.
✨Tip Number 3
Practice your pitch! Be ready to explain how you've added value to previous clients and how you can do the same for them. Confidence is key, so rehearse until it feels natural.
✨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 joining our team.
We think you need these skills to ace Account Director
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Account Director role. Highlight your experience in client services and how you've successfully managed client relationships in the past. We want to see how you can add value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved client satisfaction or driven continuous improvement. Use metrics where possible to demonstrate your impact. We love numbers that tell a story!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Teleperformance
✨Know Your Client Inside Out
Before the interview, make sure you research the Department for Work & Pensions and understand their current challenges and goals. This will help you demonstrate your knowledge of their needs and how you can add value as an Account Director.
✨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 and highlight your achievements.
✨Demonstrate Financial Acumen
Since financial forecasting and budget tracking are key responsibilities, be ready to discuss your experience with these areas. Bring examples of how you've managed budgets or improved gross margins in previous roles to show your capability.
✨Communicate Clearly and Confidently
During the interview, focus on clear and positive communication. Practice articulating your thoughts on governance, client satisfaction, and continuous improvement. This will showcase your interpersonal skills and ability to build rapport with clients and colleagues.