Client Services Account Manager

Salary: £50,000 per annum, flexible dependent on experience

Location: London, E1 6PW

Contract: 12 month FTC, Full time

Shifts: 40 hours per week, Monday to Friday, 8 hour shifts between hours of 07:30-19:30 with 1 hour break,

Work model: On-site

Interview Process: 2 x in-person interviews

Williams Lea seeks a Client Services Account Manager to join our team!

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

Sound good so far? Then this is the perfect position for you and you are just the individual that we are looking for!

Purpose of role

The individual’s primary responsibility will be to communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

The Account Manager will be looking after 2 teams: Reception and Floor Ambassadors. You will ensure that each service is managed to the highest standard.

Under your direction and guidance, the reception team will offer a best-in-class service and ensure a seamless visitor journey, immaculate meeting rooms, and timely support. The Floor Ambassador team will offer a white-glove service to the teams on their allocated floor.

Key responsibilities:

People

Ensure the teams understand and are compliant with Williams Lea and client policies, service level agreements (SLAs) and expected quality of work, utilising corrective action when necessary.Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development.Manage and drive the team’s development and performance.Ensure development plans are in place throughout the teams.Work with L&D and HR to maximise the teams skillset.

Process

Oversee contracted operation to ensure needs of the contract and client are met while addressing needs of employees.Manage relationships with clients by ensuring a high level of customer satisfaction.Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance.Drive continuous improvement; keep client and Account Director informed of significant and potential situations and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client.Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management.Experience of mapping, documenting, implementing business processes and ensuring continuous improvement.

Client

Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making.Seek feedback from clients (client outreach) regularly.Foster cross-training and a sense of team work to optimize client service delivery.Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success.Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager.Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure.

Finance

Review and consult on monthly P&L and submit necessary changes to financial analyst.Review all resource allocations; manage over-time and time-off to avoid non-billable charges.Create and distribute monthly invoice, ensuring it meets contractual requirements.Participate in the budget process; ensure all operational processes are managed to timeline and budget.

Knowledge and skills required:

Over 5 years’ experience and a proven track record of being a recognised leader and manager of people in a customer service intensive environmentDemonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situationsExcellent client service skills with a service-minded approach towards the clientProven experience in the delivery and management of complex multi-service solutions for clientsManage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork

REWARDS & BENEFITS

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

25 days holiday plus bank holidays

Salary sacrifice schemes, retail vouchers – Including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops & computers or household appliances.

Life AssurancePrivate Medical InsuranceDental Insurance,Health AssessmentsCycle-to-work schemeGym membershipsReferral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

EQUALITY & DIVERSITY

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com

Please note: Due to the high volume of responses received for this role we will not be able to contact all applicants directly. If you have not heard from us in four weeks, please consider your application unsuccessful.