Job Title: Account Manager Location: Edgware, London Salary: 25,000 - 30,000 per annum Benefits: 25 days holiday, performance-related bonus scheme
Company Overview: Our client, a prominent Umbrella company based in Edgware, London, is looking for a motivated and proactive Account Manager to join their team. This role involves managing and supporting a portfolio of recruitment agency clients across the UK, ensuring excellent customer service and efficient resolution of client queries.
Key Responsibilities:
Build Client Relationships: Proactively develop and strengthen relationships with recruitment agencies across the UK to enhance business engagement and foster long-term partnerships.
Portfolio Management: Oversee and manage your own portfolio of agency clients, including small, medium, and large recruitment agencies, as well as some direct-hiring corporate clients.
Client Meetings & Visits: Arrange and attend meetings with both potential and existing clients to discuss their needs, foster collaboration, and support business growth.
Hospitality Events: Organise and host hospitality events to maintain strong relationships with clients.
Client Networking: Although the role does not involve attending industry networking events and exhibitions, you will be required to maintain strong communication channels and connections with clients through direct engagement.
Operational Support: Provide full operational support to your portfolio of clients, ensuring smooth service delivery and resolving any challenges that arise. Collaborate with other departments to solve issues and ensure service levels are met.
Problem Solving & Communication: Address and resolve a variety of client queries by working with internal teams. Communicate solutions to clients via telephone, email, or Teams calls, ensuring clarity and efficiency.
Root Cause Analysis: Investigate the underlying cause of client queries to prevent recurring issues. Work closely with clients and agencies to educate them on best practices and process improvements.
KPI & SLA Management: Ensure that individual and team Key Performance Indicators (KPIs) are achieved by coordinating with other departments. Adhere to internal processes and procedures to meet Service Level Agreements (SLAs) and provide a consistently high level of service.
Service Quality Improvement: Proactively identify patterns and trends to enhance service quality and consistency. Contribute ideas and strategies to continuously improve the client experience.
Client Process Understanding: Work with agencies and clients to understand their processes, tailoring solutions to meet their unique needs and delivering a seamless and professional service.
First-Class Service Delivery: Ensure every possible avenue is explored to provide top-tier service and deliver the best resolution for all parties involved.
Call Management: Make an average of 50 calls per day (approximately 25 in the morning and 25 in the afternoon), ensuring consistent communication with clients and agencies to address any concerns and maintain a strong level of service.
Key Skills & Experience:
Proven experience in an account management or client-facing role (preferably in recruitment, payroll, or financial services).
Strong relationship-building and communication skills.
Excellent problem-solving abilities with a proactive approach to resolving client queries.
Ability to manage multiple clients and priorities in a dynamic, fast-paced environment.
Strong organisational skills with attention to detail.
Proficient in Microsoft Office Suite and CRM systems.
A positive attitude with a passion for delivering outstanding customer service.
