Account Director

WSH Group; Milton Keynes; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Pension contributions

Life insurance

Enhanced annual leave

Recommend a Friend Bonus Scheme

24-hour confidential helpline

Job summary

Portico is seeking an Accounts Director to provide leadership and direction to their teams, creating a culture of excellence that supports the business while maximizing client retention. The role is highly visible and on-site, with a base at the Support Office in London, with occasional travel to other regions for development of the team.

You will lead client relationships, review service models and KPIs, address issues, and coach direct reports to meet current and future needs.

Qualifications

• Active participation in meetings (internal and external).
• Ability to chair meetings internally and externally.
• Collaborate with Portico, clients, suppliers and team for service improvements.

Responsibilities

• Lead and develop the business and direct reports to meet client needs.
• Strategically evaluate long-term opportunities and risks for client strategy.
• Review and improve client service models and KPIs to ensure service excellence.
• Address client service issues to maintain loyalty and resolve non-conformances.
• Research other service providers to exceed client expectations with innovative solutions.
• Monitor SLAs and feedback to ensure client satisfaction and performance.

Job description

Portico is defined by our unique culture – One that rewards hard work and commitment, empowers people to grow, with the belief that work should be fun and engaging!
Our family is made up of all kinds of people. We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in theircareers.

Job Description

The role of the Accounts Director is to provide leadership and direction to all of their direct reports, creating and nurturing a culture of excellence that supports and evolves the business whilst ensuring maximum client retention.

This role is highly visible and so you are always an ambassador, it is required that at least 40% of your time will be spent on site in the locations. You will be provided with a base at the Support Office in a hot desk environment. Whilst this role is London based on an infrequent basis exposure to our business may be required in the regions for your own development and that of our team.

You are required to be open minded and flexible in an ever changing and evolving business.

The role is defined by the Portico values: Proudly Inclusive, Genuinely Warm, Inspirationally Positive & Always Transformative.
Main Duties and Responsibilities

• Manage, motivate and develop the business you are responsible for and your direct reports to enable them to meet current and future team and client needs
• Strategically and systematically evaluate emerging longer term opportunities and threats to meet client needs
• Review the client service model and/or KPIs on an on-going basis and make recommendations to ensure continued service excellence in client’s business
• Take appropriate action to address client service issues to the satisfaction of the client and company in order to maintain client loyalty and to ensure that all non-conformance issues and outcomes are recorded and resolved
• Pro-actively research other service providers in different markets to ensure we are able to exceed client expectations and bring innovate and creative service solutions to the contract

Client Experience

• To monitor and have input into our Service Level Agreements for our clients and reporting back to the business where themes are developing with strong or weak performance.
• To build strong client relationship whilst ensuring that the onsite manager is the primary contact.
• To attend client meetings ensuring the onsite manager chairs and minutes these and that your role is clearly defined as a support and not carrying out the onsite manager job for them.
• To ensure your direct reports deliver to the client’s needs, requirements, and expectations in line with our contractual obligations and the companies’ vision and values.
• To actively encourage ideas and innovations for service improvements challenging the status quo.
• As required to conduct and chair formal review meetings with minutes and action points.

Accounts Director. It is not intended to be a complete list of every duty and it is therefore expected that the day-to-day performance of the job will include tasks not listed above

Qualifications

• To actively participate at meetings both internally and externally.
• To actively chair meetings both internally and externally.
• To actively work with others (Portico, Clients, Suppliers, and the Team) seeking out ideas for service improvements, feedback, and suggestions for development and to share this information up and down the company for the use of all.
• To create a culture where all are inspired to give open honest direct feedback for the improvement of all aspects of our business.
• To clearly present both verbally and in writing required information for all parties in the business.
• To communicate with your line manager and the People Support team on all and any issues pertaining to HR and Training.

Additional Information

What's in it for you?

• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• 24-hour confidential helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.

* This role may require you to travel across the UK *