Responsibilities:
* Meet regularly with customer organisations to support service implementation, undertake regular reviews of service usage, gather organisational information and to discuss (and respond to) customer needs.
* Proactively manage service delivery to meet customer requirements.
* Manage and deliver service awareness presentations and webinars to employee and management groups for customers.
* Discuss and deliver proactive engagement strategies with customers in-person, online and virtually including, but not limited to, attending wellbeing events, delivering online webinars and providing promotional materials.
* Collate and provide regular statistical and qualitative feedback on service usage to customer organisations, highlighting trends or issues in the workplace, ensuring that data provided is accurate, timely and professionally presented.
* Maintain accurate records of activity including, but not limited to, contractual information, renewal dates, customer contact information, email and phone call logs.
* Provide support and information to Head of Sales & Strategic Partnerships for the purpose of cross-selling other Care first / Priory services to customers and / or commercial partners.
* Maintain and key customer relationships with buyers and customer contacts such as HR & Procurement teams.
* Work towards relevant key performance indicators (KPIs) and targets as agreed with line manager.
* Provides communication link between customer and Care first on non-clinical issues such as service delivery and complaints.
* Work closely with Care first Senior Leadership Team, Call Centre Operations Manager, Counselling Services Operations Manager, Contracts Manager and service partners/suppliers to ensure efficient and effective service delivery.
* Works closely with Business Support Manager to ensure accurate and timely customer invoicing and payment of accounts.
What we would like from you:
* Professional relationship building over the telephone and face to face.
* Excellent interpersonal skills.
* Good understanding of the Employer’s Duty of Care and the benefits of workplace counselling.
* Interest in human psychology or wellbeing at work.
* Excellent narrative report writing, letter writing and record keeping skills.
* Complaint handling and resolution.
* Computer literacy on word processing, database, graphics and spreadsheet applications.
* Sound numeracy skills.
* Good self-management and administration skills.
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