Business Support Manager - West London
Application Deadline: 11 April 2025
Department: Small Business Support
Employment Type: Full Time
Location: London
Compensation: £38,500 - £44,000 / year
Description
Purpose of the role
The role is to deliver sustainable and inclusive growth for London’s small businesses, working with over 350 entrepreneurs and small businesses. This is a target driven role and monthly objectives will be key.
To connect our small business clients to our network of approved, expert business support and skills providers to help their businesses thrive.
To develop in-depth relationships with business and community leaders and networks to increase our reach and build trust with relevant communities.
This role has 5 distinct elements to it:
1. To identify opportunities for us to engage with entrepreneurs and small business owners - particularly those that are often hard to reach. You will organise and attend events (both online and in-person), host drop-in sessions, and visit high streets and markets to promote our service.
2. To build excellent and trusting relationships with community groups, local authorities and other SME networks who can help us to amplify our message to engage with our target audience.
3. To meet with small and micro business owners to understand the challenges that their businesses face, providing expert advice to connect them to timely, relevant business support services.
4. To build excellent relationships with support providers, and to help us plug gaps in the support that we offer. You will have a thorough understanding of the small business support ecosystem and the types of business support programmes on offer.
5. To track and monitor the progress and user satisfaction of the business, ensuring all findings are recorded, shared with the team, and used for continuous service improvement.
These distinct elements will enable small businesses to access the support they need to determine and achieve the best outcome for their business.
Key Tasks
* Engage and support local entrepreneurs and small businesses who could benefit from accessing relevant, accurate and expert business support services.
* Provide excellent diagnostic advice to over 350 SMEs to provide ‘warm’ referrals to a range of expert business support providers available within our network. Function as a key contact and support for any business who submits an enquiry to the Grow London Local service.
* Provide excellent client support to each business engaged, to ensure that they are actively progressing and that their interaction and experience of the service is always positive.
* To ensure CRM sales pipeline is maintained, accurate and up to date, contributing to accurate sector and company reporting as required.
* To lead or support relevant sector events and initiatives, working closely with colleagues across the wider matrix team.
* Undertake any other projects or special assignments which may from time to time be required.
RELATIONSHIP MANAGEMENT:
* Nurture and develop strong community relationships with business and community leaders in specific locations to ensure a level of trust and increase our reach.
* Develop excellent relationships with business support providers, to ensure smooth referrals of small businesses, ensuring referrals are fairly allocated, without bias or prejudice.
* Conduct expert needs analysis and diagnostic assessments to identify each business’s personal barriers to accessing support.
* Lead local outreach, and promotional activities to build brand awareness, and increase our reach into local business communities.
* Host workshops, drop-in sessions, roundtables.
* Promote, and provide expert navigation services to small businesses and entrepreneurs at exhibitions, tradeshows and large-scale events.
* Provide ongoing information and guidance helping each SME to access a range of services that will enhance and improve their outcomes.
* Work collaboratively with the other Business Support Managers, sharing best practices, knowledge, and contacts. Effectively utilise each other’s skills to address any business support requirements.
* Promoting the service and representing the team at meetings, events and other public facing opportunities.
* Work closely to develop and nurture with relevant Local Authorities providing regular updates on the uptake of the service and increase reach into their residents and businesses.
SERVICE OWNERSHIP
* Take an active role in developing and monitoring the service offered.
* Conduct research on good practice in the field of business support services.
* Undertake training, identified through supervision and annual appraisal process; and implement knowledge and skills acquired to enhance the service.
* Take part in promotional / marketing activities to help promote the Grow London Local service. This includes, but is not limited to, photoshoots, social media and PR activity, and TV and radio appearances.
* Source case studies and testimonials to showcase the successes of both Grow London Local – and the small businesses that we support.
MONITORING & PERFORMANCE
* Issue businesses with a feedback survey, ensuring completion at the required stages of the process.
* Aim to engage with and support an allocated number of entrepreneurs and small businesses per month and provide them with required training and support.
* Maintaining/entering accurate/required data into the agreed reporting systems.
* Capture outcomes of the customer journey as part of the SME account management.
GDPR & RECORD KEEPING
* Ensure that a high level of confidentiality is always maintained and that both service provision and record storage comply with the latest data protection regulations.
* Maintain complete, accurate and up to date client records as appropriate, including entries into nominated management information and client management systems.
You’ll have/bring
Essential:
* Excellent communication and presentation skills
* Excellent relationship skills
* Strong ability to build rapport with clients, demonstrating empathy, kindness and understanding – dealing with each case on a unique and individual basis.
* Experience of working with entrepreneurs and small businesses, going beyond where required to achieve a positive outcome for the business.
* Experience working in a target driven and/or sales environment.
* Expert knowledge and understanding of the challenges faced by small business (specifically from underserved communities) and good understanding of the London business ecosystem.
Preferred:
* Ability to speak multiple languages.
You’ll Get
* To join a fast paced, flexible and inclusive social enterprise
* Hybrid working environment
* 30 days’ holiday in addition to UK public holidays
* Excellent employer pension contribution and Medical Cash Plan
Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
London's diversity is its biggest asset. At London & Partners, we aim to ensure our workforce reflects the diversity of the city that we promote. We encourage applications from people of any age, gender, ethnicity, sexual orientation or assignment, faith or disability. We also appreciate that many people require flexibility in their working patterns and encourage you to talk to us at interview about any flexibility you may need, be it full-time, job-share, or part-time.
We encourage applications from all sections of the community.
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