Group Jobs
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Head of Retention and Growth Greater Manchester
Permanent £40,000 - £50,000 Per Annum
Ref: 47077LF Group
Portfolio are proud to be exclusively representing our award-wining, multinational Professional services client in their search for a Head of Retention and Growth. This is a brand-new role, created due to the growth and success of the team in their Global Headquarters based in the heart of Manchester.The successful candidate for this role will have significant experience with an operational / retention background working with senior leadership and cross-functional teams to improve retention and operational growth.Reporting to the Director of Operations the successful candidate will have experience of working within a client experience & retention team. They will have worked with sales targets for retention and growth. They will be confident to project manage large volumes of retention successes, as well as being able to identify insights that can help develop future client growth.The role will also require you to lead a team of Client Experience Account Managers and Retention Specialists and your focus will be to retain more of our existing client base and add growth.The Head of Growth and Retention will also be responsible for: * Manage the core metrics linked to client retention and client cancellation requests. * Identifying recurring trends, for example, non-usage cancellation requests * Daily team management, conducting regular individual and team reviews and identify training needs and ensure that training is subsequently undertaken and service delivery improvements are made * Monitor and review client retention reasons to escalate and identify as areas for improvement * Producing regular reports and dashboards to the Operations Director and Senior Leadership teams on overall retention performance.Job Goals and Metrics * To ensure that client retention is maintained at a minimum agreed figure * To ensure client requests are contacted within 24hrs * Individual and overall Team performance is regularly monitored * To monitor and review client retention interactions to ensure they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken * To produce dashboards and reports, highlighting retention figures, SLA adherenceThis position has a high level of visibility across the organisation, and you will need to be a strong leader who is able to communicate clearly and compellingly at all levels of the company. You will be joining a high growth business and we are therefore looking for. * New innovative ideas to improve client retention and growth. * A "can-do" attitude. * Ability to work in a fast-paced environment with strong time management skills. * The ability to present complex information in a clear and concise manner to a variety of audiences. * Highly collaborative approach, with the ability to work in a fast passed environment. * Excellent People Management Skills. * A dynamic and flexible approach, as well as the ability to work under pressure.INDMANS
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Head of Engagement and Client Retention Greater Manchester
Permanent £45,000 - £55,000 Per Annum
Ref: P970601BGR2 Group
Portfolio are proud to be exclusively representing our award-wining, HR Software provider based in the heart of Manchester, providing people solutions to over 50,000 clients worldwide. Our client is searching for a Head of Engagement and Retention to join their growing business and drive their customer and client experience performance.This is a busy role, so it would be beneficial if you have worked on multiple products at one time and are from a professional services/ shared services high volume background. You will work closely with senior leadership to improve the operational execution and client engagement and be confident in project managing large scale service transformation projects and report back to senior leadership teams on client journey and feedback. The Head of Engagement and Retention will be responsible for: * Manage, monitor, and review the core metrics linked to client experience from on-boarding, service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure positive experience for all clients across the service offerings * Identify non-usage and implementing effective processes to increase usage * Liaise with our Sales and Service teams on any client issues and support in our online reputation. * Review our client experience proposing and implementing enhancements to improve our digital engagement * Monitor and review client dissatisfaction to improve and enhance the service in an efficient way. * Support the management of the Client Experience working closely with the team leader * Provide support and coaching on a daily basis * Produce daily and weekly reports for Senior Directors * To monitor and review the on-boarding process ensuring a positive experience for all new clients across our service offerings. * To monitor and review all client experience interactions are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken * To reduce client attrition and complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working * To produce a weekly dashboard, highlighting SLA's adherence both with client experience and service delivery identifying any underlying operational or engagement challenges * Utilising both automated and manual data to analyse and work with service managers/heads/directors to implement the necessary solutions to improve the client experience and reduce service issues or a lack of engagement in our services To be considered for this opportunity it is essential that you have the following: * A passion for work with clients in a service driven industry * Excellent communication skills * A "can-do" attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall * Strong organisation and time management skills * Excellent people management skills * Ability to work in a fast-paced environment with a solutions-based approach * A dynamic and flexible approach, as well as the ability to work under pressure * Excellent interpersonal skills * Excellent technical knowledge and customer service skills * Ability to provide constructive feedback where required…
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Role SpecificationJOB TITLE: Field Service EngineerLOCATION: Field BasedSALARY: £30,900WORKING HOURS: Any 4 days out of 7 + every other weekend MAIN PURPOSE OF JOBTo deliver a comprehensive Service Support and Service Delivery engineering function which is costeffective and efficient to the Betfred UK Retail Estate. The successful candidate will be required tosupport, maintain, repair, and refurbish IT Equipment within our Retail High Street Licensed BettingOffices.KEY ACCOUNTABILITIES 1 Installation, maintenance and repair of network infrastructure, audio/visual installation, CCTV, SelfService Terminals, IT equipment and associated peripherals. 1 Report to engineering management and liaise with Retail Service Desk and Retail Support daily. 2 Full compliance with Health and Safety legislation.PERSON SPECIFICATIONQUALIFICATIONS / EXPERIENCE / SKILLS * Excellent interpersonal and written communication skills. * Appropriate level of computer literacy. * Appropriate level of problem-solving skills. * Appropriate level of technical skills. * Appropriate level of network skills. * Appropriate level of Audio/Visual Installation and RF distribution * Full driving licence essential PERSONAL CHARACTERISTICS * Able to follow and carry out instructions * Able to remain calm under pressure. * Proactive approach to work. * Friendly, approachable attitude towards team and others * Able to meet tight deadlines. * Ongoing commitment to personal development. * Able to self-motivate, work alone and as part of a team when required * Resourceful. DESIRABLE * Prepared to drive medium to long distances * Flexible approach to working hours as required by the business to work weekends, BankHolidays, early morning, and evenings. * Able to spend short-medium periods away from home when required INDMANJ
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Role SpecificationJOB TITLE: Field Service EngineerLOCATION: Field BasedSALARY: £30,900WORKING HOURS: Any 4 days out of 7 + every other weekend MAIN PURPOSE OF JOBTo deliver a comprehensive Service Support and Service Delivery engineering function which is costeffective and efficient to the Betfred UK Retail Estate. The successful candidate will be required tosupport, maintain, repair, and refurbish IT Equipment within our Retail High Street Licensed BettingOffices.KEY ACCOUNTABILITIES 1 Installation, maintenance and repair of network infrastructure, audio/visual installation, CCTV, SelfService Terminals, IT equipment and associated peripherals. 1 Report to engineering management and liaise with Retail Service Desk and Retail Support daily. 2 Full compliance with Health and Safety legislation.PERSON SPECIFICATIONQUALIFICATIONS / EXPERIENCE / SKILLS * Excellent interpersonal and written communication skills. * Appropriate level of computer literacy. * Appropriate level of problem-solving skills. * Appropriate level of technical skills. * Appropriate level of network skills. * Appropriate level of Audio/Visual Installation and RF distribution * Full driving licence essential PERSONAL CHARACTERISTICS * Able to follow and carry out instructions * Able to remain calm under pressure. * Proactive approach to work. * Friendly, approachable attitude towards team and others * Able to meet tight deadlines. * Ongoing commitment to personal development. * Able to self-motivate, work alone and as part of a team when required * Resourceful. DESIRABLE * Prepared to drive medium to long distances * Flexible approach to working hours as required by the business to work weekends, BankHolidays, early morning, and evenings. * Able to spend short-medium periods away from home when required INDMANJ
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Telesales- No Cold Calling Greater Manchester
Permanent £21,255 - £21,255 Per Annum
Ref: 46822LF Group
DO YOU HAVE GOOD CUSTOMER SERVICE AND TELESALES EXPERIENCE BUT DON'T LIKE COLD CALLING?ARE YOU LOOKING FOR A NEW ROLE WITH NO HARD SELL, UNCAPPED COMMISSION AND PROGRESSION?IF YOU HAVE A PROVEN B2B UPSELLING OR RETENTIONS BACKGROUND, APPLY TODAY AND WE'LL BE IN TOUCH!Peninsula are recruiting a Telesales consultant to contact existing clients and sell additional services to them. This is an ideal role for someone with telesales experience, who likes sales and high earning potential but doesn't like cold calling!Job OverviewTo be a member of the Health & Safety Face2Face Sales team, your role is to sell the product to our client base. On a daily basis, BSC's call clients who have recently taken advice from Peninsula, and highlight the F2F additional service to them. The BSC would then be responsible for explaining the nature of the service to the individual client (including all of the relevant terms and conditions of the service) and informing them of how using the H&S Face2Face service would benefit them directly. Once a client has agreed to pay the additional fee involved, the BSC role is then to provide a smooth transition into our H&S Services Team (Consultancy & Advisory), to ensure that the matter is dealt with promptly and efficiently. Responsibilities· To make a minimum of 50 outbound calls to H&S Face2Face business prospects;· To reach a minimum of 2 hours talk-time per day, i.e. actual time spent actively contacting and speaking to prospects;· To liaise with the Consultancy & Advisory Service Teams, to ensure that all cases are dealt with promptly ensuring the client receives the best service at all times. What you Bring to the Team· B2B experience is advantageous.· Pro-active and self-motivated attitude towards sales targets: Staff are expected to take responsibility.· Strong customer service experience.· Outgoing personality, with strong organisational skills and a tenacious nature.· Professional and intelligent approach to work.· Good business acumen, articulate, uses initiative.· Strongly focussed on delivering an excellent client experience at all stages.· A positive approach in a fast-moving, busy team environment. benefits· Uncapped monthly commission· 25 days' holiday, plus bank holidays· Day off on your birthday· Cash plan· Holidays increase after 2- and 5-years' service· Pension Plan and Life Insurance· Access to Employee Assistance Programme· Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday'!· Company incentives, access to discount schemes INDMANJ
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Junior Client Relationship Manager Greater Manchester
Permanent £23,500 - £26,000 Per Annum
Ref: 46826LF Group
THE OPPORTUNITYThis is a once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation, Health Assured. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, Health Assured supports over 80,000 organisations and 13 million lives across the UK & Ireland. Part of the global Peninsula Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. Health Assured has been recognised as The North West's Top 100 Best Companies to work for and Top 10 Best Companies to Work for In the Health & Social Care. The roleEach Junior Account 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 engaging with 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 an office-based role, managing clients via telephone, virtual and email however you could be required to visit clients externally on occasion. This role has excellent career prospects and a clear progression pathway up to Account Director level. You will need to be happy working in a fast paced environment, have a professional attitude and have the ability to have difficult conversations! day to day responsibilities 1 Managing a portfolio of EAP clients, intermediaries, and Occupational Health clients with a one-year contract value of under £3,000. 2 Proactive client relationship management to ensure that targets are achieved for contract retention levels and renewal of premiums issued. 3 Working towards a telephony KPI. 4 Delivery of new client implementations. 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 Achieve 3 self-generated new business client wins per quarter. 9 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. 10 Maintain the highest standard of customer service and support to the sales and bid team. 11 Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities. 12 Providing weekly renewal, activity and outstanding task updates. What you bring to the team 1 An organised individual with excellent attention to detail, accuracy, and consistency. 2 Microsoft…
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Junior Account Executive Greater Manchester
Permanent £23,500 - £26,000 Per Annum
Ref: 46826LF Group
THE OPPORTUNITYThis is a once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation, Health Assured. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, Health Assured supports over 80,000 organisations and 13 million lives across the UK & Ireland. Part of the global Peninsula Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. Health Assured has been recognised as The North West's Top 100 Best Companies to work for and Top 10 Best Companies to Work for In the Health & Social Care. The roleEach Junior Account 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 engaging with 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 an office-based role, managing clients via telephone, virtual and email however you could be required to visit clients externally on occasion. This role has excellent career prospects and a clear progression pathway up to Account Director level. You will need to be happy working in a fast paced environment, have a professional attitude and have the ability to have difficult conversations! day to day responsibilities 1 Managing a portfolio of EAP clients, intermediaries, and Occupational Health clients with a one-year contract value of under £3,000. 2 Proactive client relationship management to ensure that targets are achieved for contract retention levels and renewal of premiums issued. 3 Working towards a telephony KPI. 4 Delivery of new client implementations. 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 Achieve 3 self-generated new business client wins per quarter. 9 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. 10 Maintain the highest standard of customer service and support to the sales and bid team. 11 Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities. 12 Providing weekly renewal, activity and outstanding task updates. What you bring to the team 1 An organised individual with excellent attention to detail, accuracy, and consistency. 2 Microsoft…
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THE OPPORTUNITYThis is a once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation, Health Assured. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, Health Assured supports over 80,000 organisations and 13 million lives across the UK & Ireland. Part of the global Peninsula Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. Health Assured has been recognised as The North West's Top 100 Best Companies to work for and Top 10 Best Companies to Work for In the Health & Social Care. The roleEach Junior Account 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 engaging with 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 an office-based role, managing clients via telephone, virtual and email however you could be required to visit clients externally on occasion. This role has excellent career prospects and a clear progression pathway up to Account Director level. You will need to be happy working in a fast paced environment, have a professional attitude and have the ability to have difficult conversations! day to day responsibilities 1 Managing a portfolio of EAP clients, intermediaries, and Occupational Health clients with a one-year contract value of under £3,000. 2 Proactive client relationship management to ensure that targets are achieved for contract retention levels and renewal of premiums issued. 3 Working towards a telephony KPI. 4 Delivery of new client implementations. 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 Achieve 3 self-generated new business client wins per quarter. 9 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. 10 Maintain the highest standard of customer service and support to the sales and bid team. 11 Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities. 12 Providing weekly renewal, activity and outstanding task updates. What you bring to the team 1 An organised individual with excellent attention to detail, accuracy, and consistency. 2 Microsoft…
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Are you an up and coming HR professional wanting to progress your career in HR?Are you a master in customer service, attention to detail and you are ready to elevate to the next level?Are you ready to take on a new job that provides a perfect platform to grow yourself and your career then read on…..Portfolio are proud to be exclusively representing one of the UK's market leading professional service providers for HR, Tax, Health and Safety and Reward. We are looking for an experienced HR Advisor to join a vibrant, award-wining, fast growing organisation, dealing with Business owners and their HR needs. Our client is a fun, lively, fast-paced consultancy company who can offer excellent exposure and progression. The role will involve VC calls with clients advising and consulting on their documentation, if changes are needed or even to create them from scratch so you will need up to date knowledge of current legislation in Employment Law and HR. If you have the relevant knowledge or experience, please apply and we'll be in touch! You'll be a great fit if: * You have experience of working in employment law and/or human resources * You are ideally degree level educated and CIPD qualified, though not essential * You have a thorough knowledge of employment practices * You have a professional approach * You have a confident manner when facing clients, on the phone and via video conference * You have the ability to work under pressure * You possess organisational and time management skills * You have an excellent attention to detail What you'll get: * It's not all work and no play that's why you get 25 days holiday a year increasing with length of service * Hard work is recognised that's why we will give you a 6 monthly salary increase based on achieving set out KPIs * Career progression - if you want it, it's there for you! * We want you to be the best you can be so we provide regular training delivered by HR experts in their field * If we do well you should too, that's why we share our profits if we hit target each year with a bonus * We wouldn't dream of letting you work on your birthday, we give you that as an additional day off each year * You're not expected to be a sales person but in this role referrals will fall into your lap, then you can enjoy the commission We are growing! Come and be a part of the journey and take the opportunity to grow and shape the future of the Company with us. INDHIN