Client Manager

Description:

I am recruiting for an Advice Client Manager on behalf of my longstanding client - this is a newly created role to further support the organisation's flourishing Advice Team.

The Advice Team delivers a range of essential support to directly benefit customers in vulnerable circumstances, helping to lower their energy costs while delivering exceptional customer satisfaction and achieving significant social return on investment. They provide energy consumers with help and advice to help them reduce their energy and other utility bills through the provision of relevant and bespoke information, answering questions on the benefit of different actions or installation of energy efficiency and/or low carbon technologies.

The Advice Client Manager is responsible for managing relationships with exiting clients, while also being involved in the onboarding of new contracts and clients. The role will include completing regular accurate, high-quality reporting and meeting the required deadlines for these, whilst also developing the reporting processes to ensure these are completed in a consistent and efficient manner, including identifying opportunities for automation.

You will be experienced in managing several diverse projects at the same time, building, and maintaining strong client relationships, working to tight deadlines, and supporting the Advice Manager and Advice Team Manager with resource planning and activity delivery across a fluctuating workload. You will identify under delivery promptly and work closely with the Advice Manager and Advice Team Manager to drive improvements to ensure targets are maintained by the team to allow funding to be secured.

KEY RESPONSIBILITIES:

Project Delivery:

• Responsible for meeting project targets, KPIs and client expectations from scheme mobilisation to conclusion.

• Robustly and in a timely manner progress actions to consistently meet key dates.

• Supporting the: Advice Manager; Finance department and Clients to have the best possible outcome for the project and organisation through the transparent management of robust data.

• Deliver clear, accurate and granular reporting of outcomes to clients so the customer benefits can be articulated and quantified.

• Deliver customer journey mapping and oversee the implementation of effective and efficient processes.

• Contribute to decisions on allocation of resources. Plan and allocate work, monitor achievement of deadlines and support Advice manager as appropriate.

Governance

• Own and manage the end-to-end project delivery process, ensuring delivery with relevant regulations and legislation (such as data protection and safeguarding) as well as internal governance and policies.

• Develop and refine management information to increase transparency of all activity at key stages to provide timely information to inform action and manage risk, maintain high quality and delivery across all activities.

• Ensure all appointed supply chain partners are following the correct protocols in adherence with client expectations, contracted terms, and current legislation.

Clients

• Maintain a strong professional relationship through excellent communication, building beneficial working relationships with customers and clients.

• Manage key stakeholder relationships to maintain and enhance the reputation of the organisation.

• Build and enhance the organisations' reputation growing its reach in terms of potential delivery.

Customer service

• Maintain an excellent level of professional communication with clients and customers to achieve mutually beneficial working relationships which consistently achieve targets. Stakeholder delight:

• Work collaboratively with others to enhance relationships and to improve access to other advice and support services for customers, expanding service capabilities over time.

• Manage key account relationships to maintain and enhance reputation.

• Represent the organisation as appropriate at external meetings to promote our work and hold exploratory discussions with clients about opportunities and innovative approaches to support their work and strategic aims.

KEY KNOWLEDGE AND SKILLS:

• Proven ability to communicate effectively verbally and in writing and use IT systems for the provision of advice services and reporting metrics.

• Proven ability to monitor and maintain quality standards and procedures, service delivery against agreed targets and analyse and interpret complex information to produce and present reports verbally and in writing.

• Proven ability to devise and implement strategic development and resource plans, particularly around service development, business implementation and the management of change.

• Comfortable collaborating across other business areas

• Able to communicate and present to colleagues at different levels.

• Well-developed interpersonal skills to maintain and strengthen relationships with key clients to ensure projects are delivered successfully and this leads to the successful extension of existing funding or securing future work.

• Proven ability to work with colleagues in a collaborative and constructive manner