Client Account Manager

CFH Docmail; Radstock; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Life Assurance

Income Protection

Job summary

CFH Docmail is seeking a highly organised Client Account Manager to join our team. You will be the client’s main point of contact, managing relationships with CFH and client teams, and ensuring orders are processed smoothly from initiation to delivery.

You will work in a hybrid model with a requirement to be on the Radstock site for at least the first 3 months, applying your proven client-facing experience and strong communication to deliver exceptional service.

Qualifications

• Proven client facing experience is essential.
• Strong communication skills with internal and external stakeholders.
• Attention to detail and ability to follow process.

Responsibilities

• Build and maintain relationships with existing and new print clients.
• Learn CFH’s internal systems and work according to procedures.
• Schedule and prioritise customer orders with production managers.
• Identify growth opportunities with the Business Development Team.
• Manage client complaints promptly and professionally.
• Track client activity and KPIs to inform continuous improvement.

Skills

Client facing

Communication

Attention to detail

Team player

Time management

Education

A level

Degree desirable

Tools

Microsoft Office

Excel

Word

PowerPoint

Job description

Applicants must have the legal right to work in the UK at the time of application. We are unable to provide visa sponsorship for this role, and all offers of employment are subject to the verification of the successful candidates' right to work in the UK

This role can be offered on a hybrid basis but there will be a requirement to work 5 days per week on our Radstock, Somerset site for at least the first 3 months of employment

Job Purpose:

This exciting opportunity will suit a highly organised, process driven individual who is ready to perform and determined to succeed in providing exceptional customer service.Your attention to detail and ability to follow process will allow our customers to achieve their desired outcomes using CFH’s market leading products and services.

You will have a proven print services knowledge and understand the lithographic printing process.

The Client Account Manager will work closely with the Contracts Team Leader, Business Development Team, Production Teams, Commercial Team, Legal Team and Project Management team.

This role is an integral part to the ongoing success of our customer management, managing the relationship between CFH, our internal teams and our customers.

Objectives of this Role:

The perfect candidate will have proven experience in client facing roles, with excellent communication skills to consistently deliver high levels of customer service.

You will build on our existing relationships by understanding the key client’s needs and communicating and managing these efficiently within our business.

You will enjoy the fast-paced environment and be the client’s main point of contact, overseeing the daily, routine tasks involved with addressing the customer's needs and concerns and maintaining their account activities.

This exciting role will take responsibility for a number of key client relationships and will truly understand their business and ours in order to service the needs of both.

CFH has a continued strategy to improve and develop our business offering, and any ideas or suggestions for improvement will be welcomed. Our culture is one of continued staff development, improvements in process and delivering better outcomes for our clients.

Key responsibilities include:

• Working efficiently, accurately and remaining calm under pressure.
• Building relationships with existing and new print clients
• Learning CFH’s internal systems and work in line with our department and business procedures and processes
• Working with the Business Development Team to identify opportunities for growth of the contract
• Working with our production managers to schedule and prioritise customer orders
• Gaining and maintaining a high level of product and business knowledge
• Fully understanding the needs of the client requirements and the processes in our business to prioritise and manage workload efficiently and accurately while ensuring the internal and external targets are met and exceeded
• Managing client complaints within the business so that they are addressed and responded to in a timely manner.
• Tracking client activity, including spend, output and continuous improvements
• Engaging in internal and external meetings to support client requirements through the business
• Ensuring regular reviews are held with the client
• Managing client stock levels and monthly KPI reports
• Completing key daily tasks within the department with a pro-active outcome

Requirements

The perfect team member will:

• Demonstrate forensic attention to detail
• Excellent levels of communication both internally and externally
• Proven client facing experience is essential
• A level and degree level education are desirable
• Advanced Microsoft Office, Excel, Word and Power point would be desirable
• Deadline and process driven with excellent skills in time management and problem solving
• Able to thrive in a busy environment with ability to multi-task and understand priority management
• Be a strong team player and offer guidance and support to the team
• Able to travel to client reviews if required

Requirements:

Abide by the rules of the Business Management Systems, and Company policies which apply best practice control with respect to Information and Physical Security, Quality, Safety, Health and the Environment and follow the SOP’s.

Manage new strategies with the Contracts Team and be proactive in your suggestions for potential improvements, to the companies’ benefit. Complete regular/yearly training matrix with Team Manager and ongoing training schedules.

Manage continual improvement in the Team and throughout the business where new opportunities and improvements are found.

Attend management meetings or inter- department meetings and action/progress any findings.

25 days annual leave plus Bank Holidays (pro rata for part-time)

Life Assurance and Income Protection schemes