Account Executive

1 month ago

Brighton and Hove, United Kingdom Accurate Background Full time

ACCOUNTABILITIES

Nurture, Develop and maintain positive and effective client relationships which ensure client engagement, satisfaction and retention. Deliver exceptional customer service in the management of day-to-day account queries and screening updates.Ensure regular review of account activity, analysing trends and identifying clients for conversion to standard service.Work collaboratively and communicate effectively with Operational teams and Clients to ensure service delivery expectations are met.Keeps clients up to date and works towards resolving client issues quickly and effectively; sets clear expectations, gives correct information and ensures follow up to ensure needs have been met. Positively and consistently represent the Vero brand, values and behaviors to ensure a great experience for all stakeholders, both internal and external.Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.

RESPONSIBILITIES

Provide frontline administrative support to Clients’ including timely response to queries via phone/email, provision of screening updates and re-opening screenings.Manage ticketing by raising /chasing tickets within required TAT to resolve screening queries. Applying pre-approvals and obtaining authorisation for any additional costs (as applicable). Raise discrepancy notifications to clients where appropriate.Effectively manage basic contractual changes including addition of services, EUA and price increasesReview volume and revenue on a monthly basis, analysing trends, identifying dormant clients and investigating key changes. Developing plans to address any concerns. Proactively gather and execute client feedback through a variety of channels to measure client engagement and satisfaction. Manage and investigate minor complaints working with key stakeholders to ensure satisfactory resolution. Escalating more serious complaints to Client Services Manager. Provide ongoing training and support with VeroLive portal with an emphasis on encouraging clients to self-serve in order to minimise incoming enquiries. Provide timely and constructive feedback to internal stakeholders on key successes, process changes and potential risks and possible solutions. Utilise knowledge of portfolio, undertake an annual review to identify clients for conversion to standard services. Support seamless service set-up in collaboration with Implementations, Operations, Tech, Finance and any other key stakeholders. Review and update internal trackers used with the Operation and other Departments [RAG & Spotlight, Complaints, Projects] on a regular basisEnsure CRM tool is kept up to date for each client including comms strategy, contractual obligations, feedback and growth opportunities. 

PERSON SPECIFICATION

1 years + experience in account / relationship management role of a similar natureProven experience of analysing and initiating actions based on financial insights and understanding. Ability to build strong working relationships with clients and key internal stakeholders A passion for service delivery and a willingness to go the extra mile for clientsBeneficial: Background in screening

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