At a Glance
- Tasks: Drive client satisfaction and improve performance through effective communication and governance.
- Company: Join a dynamic team focused on client services and continuous improvement.
- Benefits: Competitive salary, flexible working environment, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on personal development and career advancement.
- Why this job: Make a real impact by enhancing client relationships and driving business success.
- Qualifications: Experience in client services, account management, or project management is essential.
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. 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 include:
- 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
- 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 Backworth employer: Teleperformance
Join a forward-thinking company that values innovation and client satisfaction, where the role of Account Director is pivotal in shaping strong client relationships and driving continuous improvement. Our collaborative work culture fosters professional growth, offering ample opportunities for career advancement while ensuring a supportive environment that encourages flexibility and adaptability. Located in a vibrant area, we provide a dynamic workplace that prioritises employee well-being and engagement, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Account Director in Backworth
✨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 clients. Understand their needs and how you can add value as an Account Director. Tailor your responses to show you’re the perfect fit for their team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. Highlight your successes in client management and how you've driven improvements in past positions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Account Director in Backworth
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 and any relevant achievements that showcase your ability to manage client relationships and drive improvements.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of how you've added value to clients in the past and how you can bring that same energy to StudySmarter.
Showcase Your Skills:Don’t forget to highlight your skills that align with the job description. Whether it's financial forecasting or building rapport with clients, make sure we see how your skills can help us achieve our goals.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Teleperformance
✨Know Your Clients
Before the interview, research the company’s clients and their industries. Understand their needs and challenges. This will help you demonstrate how your experience aligns with their expectations and how you can add value to their business.
✨Showcase Your Success Stories
Prepare specific examples from your past roles 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.
✨Understand Financial Metrics
Brush up on financial forecasting and invoicing processes relevant to account management. Be ready to discuss how you’ve tracked budgets and contributed to gross margin commitments in previous roles, as this is crucial for the Account Director position.
✨Demonstrate Strong Communication Skills
Practice articulating your thoughts clearly and confidently. Since the role involves ensuring clear communication between clients and internal teams, showcase your interpersonal skills and ability to build rapport during the interview.
