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Job Description

  • Job Reference:P966732LCR_1631632401

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Libbie Cunningham

  • Job Location: Greater-manchester

  • Job Title: B2B customer service executive

  • Job Salary: £20000 - £25000 Per Annum

Job Start Date: ASAP

£25k + Bonus OTE £45k

Job purpose

Health Assured is the UK’s fastest growing Employee Assistance Programme (EAP) and you will be managing a portfolio of diverse ranging clients via the telephone. Client satisfaction and retention is a priority to our business and the fundamental requirement of this role is to actively engage with clients to ensure that they are receiving a proactive and responsive service that exceeds their expectations. It is essential that you have the ability to understand the client’s needs, provide solutions and be able to evaluate and adapt new strategies to reflect business trends

Job overview

Each relationship manager is responsible for their own portfolio, developing and nurturing their accounts to ensure client understanding, support with promotion and develop effective client communications and identify further revenue opportunities. Duties involve day to day management of your portfolio of 800 clients and intermediaries, collating and managing renewal terms, including negotiation of renewal, liaising with intermediary, affinity and direct client, providing excellent service levels, conducting telephonic review meetings, maintaining accurate client CRM records and negotiating renewal pricing. This is predominately an office based role, managing clients via phone calls, webinar and email however you are required to visit clients externally on occasion. You may be required to work in the field on occasions. Furthermore, this role may operate outside of standard working hours of 09:00 – 17:00 or undertake onsite promotion of our services

Day to day responsibilities

1 Managing a portfolio of approximately 800 EAP clients, intermediaries and Occupational Health clients with up to 250 employees and under £2,500 contract value.
2 Proactive client relationship management and retention over the telephone, via email and face to face, receiving approximately 50 external emails per day and approximately 50 client review calls per month (two per day).
3 Working towards a telephony KPI.
4 Project management and delivery of new client implementation.
5 Renewal negotiations handling between 40-60 renewals per month for your own clients to achieve a retention rate of 95%.
6 Delivery of consultancy services to clients regarding product options specialist service such as onsite training and Critical Incident Stress Management (CISM).
7 Identify opportunities to up-sell and actively promote additional services with a target of achieving £10,000 new business per quarter.
8 Ensure we understand client needs and market changes, providing feedback to senior management in order to develop our proposition and remain ahead of the market.
9 Maintain the highest standard of customer service and support to the sales and bid team.
10 Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities.
11 Providing weekly renewal, activity and outstanding task updates.
12 Carry out any other task as deemed necessary by the management team to support the relationship management function

Essential skills and Competencies

1 Microsoft Office software experience including Excel, Word and PowerPoint.
2 Excellent attention to detail and written skills when communicating with others, both internally and externally.
3 The ability to communicate clearly and concisely, varying communication style depending upon the audience.
4 An organised individual with strong attention to detail, accuracy and consistency.
5 Multi-task oriented – can accomplish objectives effectively within time-frame given, carry out administrative duties within portfolio in an efficient and timely manner.
6 To be willing to work toward set targets and KPI’s including – 75 minutes daily talk time, 95% revenue renewal rate and 25 calls per day.

Desirable skills and Competencies

1 Experience of both a corporate and SME background.
2 Proactive suggestions for improvement.
3 Problem analysis and problem-solving skills.
4 Experience in Employee Benefits market working with, or for, intermediaries as a consultant or via a provider (preferably EAP/OH/PMI/GIP/Cash plan related).
5 Minimum two years’ experience in a similar position

Why Join our Team?

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy so we look for colleagues who have a positive and focused attitude. Through training and DEVELOPMENT, we make sure that everyone who works here has the resources they need to build their careers. So if you are ambitious, focused and a confident communicator you’ll soon discover that there are unlimited opportunities for you at Health Assured

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