Client Services Manager

Salary: £28,800 – £31,200 per year

This is a fantastic opportunity within a firm that will provide plenty of opportunities for you to fulfil your true potential!

Purpose of the role
Responsible for key client accounts, ensuring effective operational delivery of wayleave acquisition services for major telecommunication FTTP projects.

Responsibilities
Development of client relationships:

– Build and sustain positive client relationships

– Identify and develop new business opportunities from existing clients

– Sound understanding of client business and market

– Manage and promote delivery to client expectations

Financial management:

– Responsible for managing projects and team to drive positive GM and profit

– Work with Head of Client Services and external clients to identify cost-effective solutions

– Collation and delivery of accurate invoicing data to the finance team in a timely fashion

Project management:

– Responsible for production and management of a project plan, detailing revenue, cost and resource requirements

– Management of regular client meetings to include project meetings and executive review meetings

– Production and ownership of ‘Client Account Plan’ detailing strategic approach to servicing client needs and team support requirements. Production of client and internal project reports detailing performance against agreed targets

– Preparation of wayleave agreements, statutory notices and other formal documentation

– Determine process, targets and actions for the team, allocate resources effectively, schedule and meet deadlines, brief support services, manage and evaluate project progress

– Determine and manage roles and budget within account team

– Oversee change to meet business and client needs

Analysis/reporting:

– Analyse and evaluate databases to validate and ascertain ownership of private land

– Report on wayleave progress and metrics internally and externally

– Obtain industry insight to support client needs

– Analyse data patterns in detail to understand significance and identify appropriate action

Leadership, team and people management:

– Identify skill gaps and development opportunities for team members and provide coaching where necessary

– Involve team members in planning and design of account processes

– Agree clear objectives and development plans with team members to support account goals, client targets and business strategy

– Inspire team members, ensuring all training and coaching needs are met

– Assist in recruitment and development of staff in line with team and business needs

Communication:

– Consistent, clear communication with clients via email and conference calls

– Actively listen and communicate openly with clients and internal teams

– Communicate, clearly and persuasively, complex issues to internal and external stakeholders

– Compile clear and accurate reports, presentations and other communications for internal and external stakeholders

– Deliver presentations to clients as required

Knowledge and skills

Essential:

* Strong working knowledge of Microsoft Office – specifically Excel, Word and Outlook

* Must have excellent communication skills, both written and verbal

* Must have proven record of working in deadline-driven, pressurised environment

* Must have proven experience in creating robust and effective processes

* Must have proven experience of using project management methodologies

* Knowledge and understanding of the legislation relating to rights over land, particularly the Electronic Communications Code at Schedule 3A Communications Act 2003

Desirable:

* MRICS or AssocRICS

* Undergraduate degree in related fields

* Understanding of FTTP networks and build methods is desirable

* Project Management accreditation, e.g. Prince 2, Agile etc.