Call Centre / CustomerService

Account Manager

Not Specified

Please note: Own transport is essential due to the rural location of this client

Salary £22k pa + £2k available in objective related bonus

Summary of the Role:

Are you a highly organised, motivated individual with a flair for communication, and relationship building?

Although 70% of this role will be account management and ensuring delivery of day-to-day audio services, you will have opportunities to indulge your passion for creative media, marketing experience (or training) and commercial copywriting skills.

Knowledge of IVR, Text to Speech systems or Contact Centres is an advantage, but not necessary.

A knowledge of sound production or visual production is an advantage, but not necessary.

The role would particularly suit a strong Account Manager who loves to write and is looking for an opportunity to work in an exciting Creative environment.

Primary Responsibilities

Carry out benchmarking activities in line with managed service requirements, and create reports to accompany findings, ready for Commercial Account Manager to present to clients, providing support on presentations as required

Account management – thorough knowledge and overall management of all allocated accounts, including processing audio and scripting requests in line with agreed service level requirements

Work closely with Studio Team to ensure audio content is delivered to each client’s individual requirements

Work towards and achieve quarterly strategic objectives as set by the Head of Creative

Working with the Commercial Account Manager, pro-actively identify and create opportunities for further business through interactions with existing customers.

Write and process copy updates for Contact Centre customers in line with their Creative Strategy

Attend Customer Review meetings, (can be face to face, or virtually either with the Commercial Account Manager or alone) if required

Ad-hoc projects as required by Head of Creative, Operations Director, or CEO, or additional tasks or responsibilities within the scope of your capabilities

Create demo scripts and project manage creation of demo audio for use in sales pitches

Ensure CRM package and internal systems are updated at every step of process

Rectify customer issues and complaints through to satisfactory resolution, informing the Head of Creative of any serious breaches.

Management of client related projects and support on new business projects for the Head of Creative or Senior Consultant as required

Personal Specification

Qualifications & Training

Degree calibre (Media Studies, Journalism, Business Studies, English for example)

Experience

Ideally – Media Account Management. Comfortable presenting to all levels within an organisation

Qualities and Attitude

Excellent communication skills, both written and verbal

Not afraid of the telephone!

Proactive approach to work, and the ability to work effectively remotely

Ability to juggle different tasks and projects at any given time

Excellent organisation and prioritisation skills

Good commercial awareness

Product Knowledge

MS Office Suite including PowerPoint, Word and Excel

MS Outlook

CRM packages

MS Teams or similar collaboration systems

Employment Type: Permanent