Client Relationship Manager

Reporting to: Director of Client Services
Hours: Monday to Friday. Hours may be dictated by workload.
Salary: £35k - £45k

Job Purpose:

To support the Director of Client Services in all areas of the business, working under own initiative to deliver projects and recommendations to deadline, and to assist in the smooth running of the Client Services and Collections department.

Job Description:

High pressured, multifaceted role, liaising with colleagues, prospective/existing clients and suppliers alike, and communicating with all departments within the organisation.  The job of Client Relationship Manager entails building trust, confidence and goodwill with customers. Client Relationship Managers must understand the needs of their customers and articulate the ability of their company to meet the clients' needs with products or services. Managers often have critical responsibilities in client acquisition, customer satisfaction and client retention.

The day-to-day tasks of Client Relationship Manager centre on meeting the needs of their clients. The primary focus is on developing and maintaining relationships with customers. Must have skills include analysing work flows, evaluate systems and formulate plans. You will also be required to recommend strategies and communicate the desires of clients to other members of our Client Services/Collections team to ensure understanding of the clients' challenges and goals. Client Relationship Managers are also are charged with monitoring progress against a set of benchmarks and metrics. 

An expert and experienced consultant, the Client Relationship Manager  will oversee strategy across all accounts and substantiate you as an influential senior figure within Sovereign Credit Management Limited. You will demonstrate a thoughtful approach that inspires all through leadership and your pursuit for excellence will become a benchmark across the company.  The Client Relationship Manager will steer the thinking with lead responsibilities.

This role requires a top level manager initiating brilliance and innovation across all of our client relations.

Key Result Areas:

• Service Delivery Excellence.

• Process and Procedure Management.

• Client Satisfaction.

• Business Development (up-selling).

• Strategic Leadership.

• Recommend any improvements to current processes that are felt will improve the efficiency of department /company.

• Act as first point of contact for sales and marketing company, submitting ideas for website blogs, monitoring activity against timescale and attending monthly meetings along with Managing Director and Operations Director.

• Work with Director of Client Services on long and short term projects which currently include ISO Qualification and long term process integration, bank panel applications, assisting with the licensing of internal systems, and the maintenance of the Company’s Business Continuity and Disaster Recovery plans.

Skills, Knowledge and experience required

• A highly motivated, process driven individual with a proven track record of successfully managing people, projects (from end to end) and relationships in a highly pressurised environment, delegating to team members where appropriate.

• Proven track record in managing people and performing in a target driven environment.

• Ability to influence and liaise with key stakeholders – both internally and externally.  To have the ‘human-touch’ allowing engagement at all levels, ensuring maximum client and customer care.

• Knowledge or experience of ‘onsite’ client requirements, relating to audit and pre-collect out engagement.

• Deliver insightful and meaningful management information to the various stakeholders of the business to improve overall efficiencies and help the company gain a distinct competitive advantage. 

• Compile and deliver thoughtful reports to external clients, including clear strategic processes and formulated plans in a clear and precise manner.

• Highly Organised and Meticulous Individual.

• Competent with Microsoft Office.

• Exemplary communication skills – Must possess ability to communicate facts and concepts effectively and professionally both in writing and orally, and offer informed recommendations to solve issues.

• Excellent time management and organisational skills. 

• Committed to achieving results and targets by accepting responsibility and ownership of the task, and applying effective application of effort and resources, combined with passion, belief and energy.

• Decision Making – Making timely decisions in line with initiatives by collating information and prioritising, to judge correct course of action. 

• IT Literate – Whilst not imperative that the Client Relationship Manager has a background in IT, it is important that issues are understood and communicated to the Director of Client Services and delegated to relevant support team for resolution

• Efficiency/Quality of Work – Ensuring all deadlines are met and that work is completed to a high standard with attention to detail. Must show effective time management through correct prioritisation of work

• Ability to research unfamiliar topics and present summarised findings to the company Directors highlighting possible risks/benefits

Telephone Accounts Negotiator

Offices: Horsham, West Sussex
Salary range: Negotiable
Additional: Team Performance and Company Performance bonus

Company:

This role is in a leading debt collection business of 20 years experience which continues to grow at an impressive rate. A high standard of attention to client needs with strong partnership-style criteria as a seamless extension of their clients business is the key to their success.

Responsibilities:

• Telephone based, contacting debtors regarding the collection of overdue monies owed to clients
• Management of diary consisting of debt collection accounts, and credit control/confidential outsource ledgers
• Control sections of accounts within a sales ledger, facilitating a high level of cash flow and minimising levels of overdue debt
• Quick identification of genuine disputes within the early stages of the collections process, and the subsequent management of the debtors expectations of settlement, adhering to guidelines as set down by individual clients
• Verification of invoices upon issue, confirmation of payment date prior to invoice becoming due and collection of overdue invoices
• Updating Sovereign's bespoke CCSQL and DCSQL systems with latest information on the current status of each account/invoice in a clear, concise and appropriate format for viewing by the client
• Achievement of monthly cash collections targets set for each customer/ledger against a specific section of accounts
• Achievement of daily telephone contact target of a minimum of 60 outbound calls and 4 hours call time
• Building of relationships with external customers
• Working to set deadlines
• Being part of a friendly, supportive team with each member taking responsibility and ownership of their section of the ledger

Key attributes:

• Excellent communication skills – Must possess ability to communicate facts and concepts effectively both in writing and orally, and offer informed recommendations to solve issues
• Committed to achieving results and targets by accepting responsibility and ownership of the task, and applying effective application of effort and resources, combined with passion, belief and energy
• Decision Making – Making timely decisions in line with initiatives by collating information and prioritising, to judge correct course of action
• Efficiency/Quality of Work – Ensuring all deadlines are met and that work is completed to a high standard with attention to detail. Must show effective time management through correct prioritisation of work
• Using initiative, ensure that the time worked on a debt is justified by the commission earned, using different collections methods and techniques relevant to the account. Must also show capability to think outside the box to present cases to the Collections Manager if outside agreed parameters

Please apply by email only, attaching CV, to recruitment@sovcredit.co.uk