Account Manager

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Care first is a leading provider of Employee Assistance Programmes. We are proud to part of Priory - the leading independent provider of mental healthcare and adult social care in the UK.

We offer a comprehensive set of services designed to help employers provide a balanced and healthy working environment.

Job Advert Location Description

As the Account Manager, you will be responsible for maintaining strong client relationships, identifying opportunities to expand existing services, and ensuring contract renewals and retention in alignment with Care First's strategy.

Key duties include ensuring that all services are delivered according to contractual agreements and maintaining accurate data in our CRM system (Salesforce).

If you're skilled in customer relationship management and excited to contribute to a meaningful sector, we'd love to hear from you!

This role will be based at our Care First Office in Gloucester with an expectation of travel across the UK.

Job Advert Role Description

Responsibilities:

• Meet regularly with customer organisations to support service implementation, undertake regular reviews of service usage, gather organisational information and to discuss (and respond to) customer needs.
• Proactively manage service delivery to meet customer requirements.
• Manage and deliver service awareness presentations and webinars to employee and management groups for customers.
• Discuss and deliver proactive engagement strategies with customers in-person, online and virtually including, but not limited to, attending wellbeing events, delivering online webinars and providing promotional materials.
• Collate and provide regular statistical and qualitative feedback on service usage to customer organisations, highlighting trends or issues in the workplace, ensuring that data provided is accurate, timely and professionally presented.
• Maintain accurate records of activity including, but not limited to, contractual information, renewal dates, customer contact information, email and phone call logs.
• Provide support and information to Head of Sales & Strategic Partnerships for the purpose of cross-selling other Care first / Priory services to customers and / or commercial partners.
• Maintain and key customer relationships with buyers and customer contacts such as HR & Procurement teams.
• Work towards relevant key performance indicators (KPIs) and targets as agreed with line manager.
• Provides communication link between customer and Care first on non-clinical issues such as service delivery and complaints.
• Work closely with Care first Senior Leadership Team, Call Centre Operations Manager, Counselling Services Operations Manager, Contracts Manager and service partners/suppliers to ensure efficient and effective service delivery.
• Works closely with Business Support Manager to ensure accurate and timely customer invoicing and payment of accounts.

What we would like from you:

• Professional relationship building over the telephone and face to face.
• Excellent interpersonal skills.
• Good understanding of the Employer's Duty of Care and the benefits of workplace counselling.
• Interest in human psychology or wellbeing at work.
• Excellent narrative report writing, letter writing and record keeping skills.
• Complaint handling and resolution.
• Computer literacy on word processing, database, graphics and spreadsheet applications.
• Sound numeracy skills.
• Good self-management and administration skills.

Division DBS info

About us

As one of the UK's leading providers of behavioural care and specialist support services, Priory promise a challenging and fulfilling career with the support of a world class organisation willing to invest in your development. Across our network of hospitals, residential care homes and supported living services, we are making a real and lasting difference to the lives of the people we support.

As part of our wider infection control efforts, and to meet our commissioner and customer requirements, we continue to record vaccination status for all colleagues and we therefore request that you disclose this information as part of your Pre-Employment checks. Your vaccination status will not affect any offer of employment and will be held in line with GDPR requirements. We thank you for your understanding.

Disclosure

All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. We are an equal opportunities employer. Priory will cover the cost of a DBS check.

Job Description

12.0_Account_Manager_Job_Description_August_2024_FINAL.doc

Closing Date

13/12/2024