At a Glance
- Tasks: Drive client satisfaction and improve performance through effective communication and governance.
- Company: Join the UK's leading age-inclusive jobs board focused on client services.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to influence business objectives and career advancement.
- Why this job: Make a real impact by enhancing client relationships and driving continuous improvement.
- Qualifications: Solid experience in client services with strong interpersonal and financial skills.
The predicted salary is between 60000 - 80000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Overview
The Role
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
- 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
Senior Client Services Director in Gateshead employer: Teleperformance
At Aviva, we pride ourselves on being an exceptional employer, offering a supportive work-from-home environment that prioritises employee wellbeing and professional growth. With comprehensive training, flexible working hours, and a range of benefits including mental health support and a cycle-to-work scheme, we empower our Customer Service Specialists to thrive while delivering outstanding service to our customers. Join us in a culture that values collaboration, emotional intelligence, and continuous improvement, making every day at Aviva a rewarding experience.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Services Director in Gateshead
✨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. This will help you stand out as someone who’s genuinely interested and ready to make an impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Account Director. Highlight your successes in client services and how you've driven improvements in past roles.
✨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.
We think you need these skills to ace Senior Client Services Director in Gateshead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Client Services Director role. Highlight your experience in client services, account management, and any relevant achievements that showcase your ability to drive client satisfaction and continuous improvement.
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 managed client relationships and delivered results in previous positions.
Showcase Your Skills:Don’t forget to highlight your skills that align with the job description. Whether it's financial forecasting or governance, make sure we see how your expertise can contribute to our team and enhance client satisfaction.
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 from us!
How to prepare for a job interview at Teleperformance
✨Know Your Client Inside Out
Before the interview, research the company’s clients and their industries. Understand their challenges and how the role of Account Director can address these. This will show your potential employer that you’re proactive and genuinely interested in their business.
✨Demonstrate Your Success Stories
Prepare specific examples from your past experiences where you successfully managed client relationships or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Showcase Your Financial Acumen
Since financial forecasting and budget tracking are key parts of the role, be ready to discuss your experience with these tasks. Bring examples of how you've managed budgets or improved gross margins in previous roles to highlight your expertise.
✨Communicate Clearly and Confidently
Effective communication is crucial for this position. Practice articulating your thoughts clearly and confidently. During the interview, ensure you listen actively and respond thoughtfully to questions, demonstrating your ability to engage with clients and stakeholders.
