In-house & Consultancy Executive (Maternity Cover)

3 weeks ago

Plymouth, United Kingdom Wilmington plc Full time

Company Outline:
**Job Role: In-House & Consultancy Executive**

**Location: Hybrid/Plymouth or Leicester**

**Salary: £25,000**

**Fixed Term for 12 months**

**Why do we want you?**

You are an experienced **Customer Service Executive** / **Client Relationship Executive** with an exceptional telephone manner who is confident liaising with internal and external clients in a professional manner.

You are a highly organised **administrator** who has experience **managing diaries**, scheduling meetings and managing multiple expectations.

**We are Wilmington plc**

Wilmington plc is a portfolio made up of a specialist brands providing custom solutions to customers across the globe from over 10 different offices. We provide a wide range of products including specialist information and data, and high quality training and education, to help professionals manage Governance, Risk & Compliance (GRC) and Regulatory Compliance challenges. Find out more about our core purpose and how we help our customers do the right business in the right way.

Our two divisions, Information & Data and Training & Education, are underpinned by the work of experts in their field, including data and technology specialists and highly skilled practitioners who deliver our training and education solutions.

Our ambition is to have the best people work with us at Wilmington, delivering their best work because we care about them, include them and empower them. We will support you, develop you and recognise you.

**Mercia**
**Group **is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide and they are part of the Wilmington T&E division.

Main Purpose of Role:
Internally referred to as an In-House & Consultancy Executive, your role will involve:

Leading on the yearly programme planning for the region and ensuring this is presented to the IHCOM (In-House & Consultancy Operations Manager) within set deadlines.
- Ensuring all File Review processes are followed, and ensuring all checks are completed in line with AML regulations.
- Managing the efficiency of allocated internal Lecturers / Consultants diaries and ensuring meetings are happening monthly and a review utilisation is completed.
- Ensuring all bespoke programmes are planned and are run to specific guidelines, working with the Senior Key Account Manager and client to achieve this.
- Responsibility of relationship with allocated Key Clients.
- Monitoring of course feedback / File Review feedback in line with our KPIs and engaging with the Head of Performance and Client Success if there are any service issues.
- Developing and maintaining long term business relationships by serving as an internal advocate and client liaison contact and communicating effectively at all levels.
- Maintaining excellent client data including recording all actions and conversations with clients in the relevant TMS databases.
- Ensuring all the relevant administrative processes, in relation to the region, is completed timely.
- Working with the IHC lead to ensure Invoicing within Proactis is completed in a timely manner..
- Ensuring all of Mercia’s external Speakers have the required information and that the level of service is in line with Mercia’s expectations.
- Own any complaints relating to service issues within remit and ensure they are resolved.
- Managing queues within Salesforce and ensuring these are monitored and actioned against the set KPI targets.

**This role calls for critical thinking, creativity, and a high level of personal accountability to do the right thing for the team and the business**:

- Meets and seeks to exceed all SLAs both internally and externally.
- Monitoring our NPS scores and ensuring any actions are taken to bring this in line with targets.

Skills and Experience Required:
**We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...**

You will also need;
- A hybrid of soft and hard skills required to master technology and client relationships
- Experience of managing diaries, scheduling meetings and managing multiple expectations is essential
- Intermediate Excel skills and knowledge of CRM Systems is essential
- Ability to problem-solve to get the root of any issues and take ownership to resolution
- Excellent written and verbal communication skills
- Exemplary personal organisation and time management skills
- Comfortable working across multiple departments in a deadline and target driven environment
- Analytical and process orientated mindset
- Salesforce experience is desirable.

**Wherever you are in your career and whatever your expertise, we look for people who**:

- Are an absolute team player who understands and is proud of how vital their role is to the commercial success of the business
- Display energy and tenacity and should be able to balance client needs against our commercial

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