Client Account Manager

Spicerhaart beliefs:

When you join Spicerhaart you become a valued part of the Spicerhaart family, which is the largest independent estate agent in the UK. We are passionate about developing our people and actively work towards a nurturing culture of continuous improvement to enable staff to reach their full potential. We operate in a high-performance culture that prides itself on delivering excellent customer service inside and out. Our reputation depends on the service we provided to our internal and external customers.

Location: Blackpool or Remote Working

Accountable to: Divisional Director

Grade: M3

Main purpose of the role: To maximise the strength of the Client relationships by building solid rapport, identifying networking and PR opportunities and managing difficult situations to ensure that the reputation of the company is upheld. Looking for new business opportunities and being an integral part of the management team to grow the Corporate Sales business. Ensuring that the business grows both through organic growth of our client base and also through the addition of new clients, all achieved by outstanding service.

Activities / Main Duties:

· Proactively build and develop long-term business relationships with our Clients ensuring outstanding service and results are achieved.

· Ensure that all parties are focused upon achieving the best price in the shortest timescale at all times delivering positive customer outcomes.

· Deliver a trouble shooting service to Clients constantly driving performance. Reviewing properties, reports and investigating issues to mitigate risk and ensure compliance with SLA’s. Effectively managing stock and ensuring that the appropriate Exit Strategy is being adopted and where required agree these with clients and then monitor their effectiveness.

· Pro-actively review all stock to ensure that they are being managed effectively in line with client service levels. Produce a weekly forecast of properties that should exchange and progress these through the month.

· Play an integral part of the Corporate Sales Management Team, recognise new trends and potential new business opportunities. Think outside the box and look the add value to the business by seeking out further opportunities to grow the business and also mitigate risks.

· Take ownership of Tender Opportunities, co-ordinating resource to complete and also driving an appropriate strategy to secure the business

· Take ownership of relationships held with each of their Clients and to serve as the conduit between the Client and the Operational Teams.

· Undertake regular Client visits throughout the UK as required or more frequent monthly meetings with clients to maintain relationships and maximise results.

· Always looking at ways to analyse the service we provide, gain feedback and solve any challenges that the client may have to ensure the smooth running of the relationship achieving the right outcome even in challenging situations.

· Analyse Management Information and Business Intelligence to identify trends, areas for improvement and also drive the performance on clients accounts and also the wider business.

· Manage each clients outstanding invoices and also the disbursements on account.

· Work unsupervised and on own initiative sometimes under pressure to exceed client expectations and drive business performance.

· Champion a continuous improvement culture, which focuses all employees on the delivery of the highest standards of customer service.

· Take responsibility for the Social Media activities of the business, managing the Linked In page and also using whatever tools are available to raise our profile.

· Demonstrate leadership at all times in all operational issues by communicating the Corporate Sales approach and relating it to how everyone can contribute, by role modelling desired behaviours.

· Attend Client Events and also Industry Events acting as the representative of the business and always ensuring a high professional standard is reached.

· Ensure change is managed at a fast pace, whilst maintaining rigorous performance management.

· Visit properties throughout the UK as required to ensure they are effectively managed and evidence to our clients we are going above and beyond.

· Deal with escalated complaints and also problems, investigating the issue and responding to all parties implementing corrective action if appropriate.

Role specific competencies:

· Focus on profitability and look to increase income wherever possible.

· Use research and questioning skills to understand the clients requirements and identify if there are any issues or areas that we can improve on.

· Subject Matter Expert for client requirements, mandates and SLAs ensuring full adherence to meet and exceed client requirements.

· An open and honest approach to communicating and collaborating with clients to ensure transparency and continuous improvement is achieved.

· Teamwork and collaboration to help drive business performance.

· Excellent communications skills both verbally and in writing. Able to communicate effectively and confidently at all levels including undertaking high profile presentations to senior audiences.

· Excellent interpersonal skills and demonstrates motivational qualities to help drive results.

· Always looking for solutions to problems, resolving issues by thinking outside of the box and utilising experience.

· Organisational skills help to achieve personal and business objectives. Focused on completing all tasks to a high standard.

· Analytical thinker who is able to develop Management Information and Business Intelligence to drive change and performance improvements.

· Be proficient in a variety of IT packages including Microsoft Office.

· Able to effectively prioritise tasks and demands, distinguishing between value and non-value activities.

· Demonstrate a drive to deliver results always putting the client first and dealing with anything client related as a priority.

· Strategic thinking and looking at ways to improve all parts of the business.

· Adopting appropriate marketing and sales strategies to look for new business opportunities.

Core Behaviours:

· Ensuring that Customer Service is of paramount importance to enable the business to exceed client expectations.

· Seeks feedback and uses any feedback to improve from both a personal and business perspective.

· Effective and responsible manager who leads from the front and communicates with clarity and enthusiasm.

· Supports and develops individuals and also strives for personal development to achieve their goals.

· Treats others with respect and acts with integrity at all times.

· Always acts on own initiative, working independently and without supervision.

· Embraces responsibility and accountability.

· Ensure that targets are met and exceeded and being focused on delivering client satisfaction.

· Leads from the front and communicates with clarity and enthusiasm.

· Problem solver and also once resolved an issue looks to implement appropriate corrective action.

· Takes initiative and is able to innovate, drive change and remain positive at all times.

· Supports and advocates company standards and policies.

· Maintains high standards of office appearance at all times and sets the standards.

· Acts as a role model to all staff throughout the business and always presents Corporate Sales in the best possible light

· Confidently displays effective decision making even when faced with challenging situations