Client Engagement Officer
3 weeks ago
Support the Commercial and Marketing Team in their design and delivery of strategic
- objectives.
- Design and implementation of quality control systems and standards verification protocols,
- identifying and resolving issues quickly via appropriate training or formal channels.
- Development and delivery of induction and ongoing training pertinent to Client Engagement
- Managers and other areas appropriate to the Commercial and Marketing team.
- Help to develop and maintain systems for all client engagement and commercial activities.
- Represent the trust staff for public facing activities and events, ensuring the
- best possible
- Initiate new ideas and methods - encouraging colleagues to innovate and contribute to the development
- The post holder will lead the day-to-day management of the Client Engagement Team,
working closely with the head of strategic partnerships, the Head of Sales and Marketing
and the wider Commercial and Marketing team.
- Demonstrate commitment to IWL principles and flexible working patterns, to meet the
needs of the service and staff
- Tackle discrimination and harassment, and promote equality and diversity in the
workplace.
- Reduce sickness absence; work place accidents; and promote zero tolerance on violence
against staff.
- Take responsibility for personal development and education and the development of a
Personal Development Plan.
- Carry out regular appraisals for staff, ensuring business goals are clearly communicated
and linked to objectives.
- Review training and development of staff, so staff have a personal development plan, and
support staff in reaching their full potential as identified through the appraisal process.
- To develop and implement a lead nurturing strategy in conjunction with the sales and
marketing strategy.
- Develop and implement a client on boarding process and account management process in
conjunction with the sales and marketing strategy.
- To devise an account management strategy for existing clients, conducting periodic health
checks, identifying and pursing upselling opportunities where possible or
escalating/resolving complaints where necessary.
- To help implement and maintain a suitable customer relationship management system for
the LLP.
- To be a champion for the chosen system, providing training to existing and new
staff as required.
- To oversee the correct usage of the system, identifying and resolving
incorrect usage when required.
- To help develop and oversee customer service standards for the team and ensuring that
standards are adhered to at all times, identifying and resolving areas for improvement
through appropriate means including additional training.
- To meet and exceed agreed KPIs.
- To develop effective client engagement materials, regularly reviewing and developing
these in terms of their effectiveness.
- To independently, or with others, meet with potential and existing clients on a face to face
or virtual basis.
- To understand their requirements and secure new contracts.
CPMiddlesbrough
The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace.
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