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THE OPPORTUNITY
This 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 With an unrivalled track record of incredibly strong year on year growth of its subscription model business, the business supports over 80,000 organisations and 13 million lives across the UK & Ireland. Part of a global 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. They have 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 sector.
The Role
We are looking for a Team leader to manage the Relationship Executives, each RE is responsible for their own portfolio, developing and nurturing their accounts, duties involve day to day management of their portfolio engaging with clients and intermediaries, collating and managing renewal terms, including negotiation of renewal, liaising with intermediary, affinity and direct client and negotiating renewal pricing. The Team Leader will need to have experience managing a team in an Account Manger / Sales / Retentions / Renewals environment. You will be coaching, monitoring SLA's and performance, supporting on client and broker renewal meetings and all associated HR. This is a fast paced environment, working with a strong and successful team as such you will need to be used to multi tasking whilst bringing high energy, approachability and positivity!
DAY TO DAY RESPONSIBILITIES1. To monitor, mentor and motivate the team to ensure that they are supported in their role and performing to the best of their ability2. Setting clear performance targets for individuals3. Maintaining a structured day throughout the department4. Conduct a minimum of 3-5 quality checks and coaching sessions per person on each core process weekly to ensure a timely renewal & retention process5. Ensuring all work in the Relationship Executive Team is carried out within the relevant SLAs, including all emails being responded to within 24 hours and actions completed6. Providing leadership and support to all stakeholders, ensuring we are working in collaboration for all ad hoc and project requests7. Ensure any need for training and development is highlighted to the Associate Director of Retention & Client Experience8. Conduct Monthly 1 to 1s to ensure the team is fully supported, kept up to date with any changes and to help monitor the status of their portfolios9. Exploring and driving deliverables to improve efficiencies and processes, whilst managing and implementing change effectively10. To support on request with client & broker meetings to discuss their renewals, upsell opportunities and ensure we are achieving our business KPIs for retention11. To problem solve and successfully overcome client retention challenges 12. To drive upgrades and upsell opportunities throughout team
WHAT YOU BRING TO THE TEAM1. Energy, commitment and drive with dedication to the role, willingness to show flexibility when required, showcasing enthusiasm for the role and company development2. Commerciality and the ability to apply knowledge in a practical, commercial manner3. The ability to communicate clearly and concisely, varying communication style depending upon the audience4. Multi-task oriented - can accomplish objectives effectively within timeframe given while ensuring communication is maintained with all stakeholders and clients5. A proven track record of working toward and achieving set targets and KPIs including daily and monthly SLAs6. Microsoft Office software experience with Word and PowerPoint experience
Benefits
- 25 days' holiday, plus bank holidays
- Day off on your birthday
- Cash plan for you (and your children, if any)
- Holidays increase after 2- and 5-years' service
- Contractual sick pay
- Private medical insurance after 5 years' service
- Pension Plan and Life Insurance
- Pension plan contributions increase after 5- and 7-years' service
- Holiday season bonus after 3 years' service
- Profit share scheme
- Season ticket loan scheme
- Cycle to work scheme
- Access to Employee Assistance Programme
- Free On-site Gym
- Company incentives, access to discount schemes
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