Job summary
- Main area
- Assistant Customer Account Manager
- Grade
- NHS AfC: Band 8a
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 880-5761035-A
- Employer
- Arden and GEM Commissioning Support Unit
- Employer type
- NHS
- Site
- Westgate House
- Town
- Warwick
- Salary
- £50,952 - £57,349 per annum
- Salary period
- Yearly
- Closing
- 21/05/2024 23:59
Employer heading
Assistant Customer Account Manager
NHS AfC: Band 8a
Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.
Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
Arden & GEM CSU is committed to supporting the redeployment of our at risk employees. In line with our policy, staff at risk may be given preferential consideration to posts that could be considered suitable alternative employment. We reserve the right to close, delay or remove adverts while this process is completed. We apologise if you experience a delay in the shortlisting stage of the recruitment cycle.
Job overview
As an Assistant Customer Account Manager (ACAM) you will be responsible for handling customer accounts across an assigned geography, working with a diverse group of customers, identifying key commercial opportunities and coordinating central and bespoke solutions across the accounts. Working with the Customer Account Director (CAD), you will lead on the SLA process with customers and cultivate relationships with key internal and external stakeholders that will realise business outcomes in the short, medium and long term.
Working closely with operational service delivery staff, Service Line Directors and the Director – Bids & Business Development the role will help to ensure Arden & GEM CSU delivers its commissioned service for a defined set of key accounts through enhanced key account management working.
Main duties of the job
- Produce effective account plans that will deliver against both customer and AGEM CSU objectives.
- Develop a deep understanding of the customers’ business, priorities, stakeholders, issues & risks to effectively manage customer expectation.
- Uncover, evaluate & deliver business opportunities within each account.
- Ensure the regular flow of information through the customer survey, KPI’s & meetings.
- Deliver a comprehensive contract management function.
- Develop and manage effective and sustainable relationships with key customer representatives, establishing regular formal & informal communications links and forums.
- Support operational service line teams to develop, construct & present customer communications, propositions and service delivery updates.
- Provide support and, where appropriate, deputise for the Director and/or the CAD in customer forums, internal meetings and delivery of key service objectives.
- Provide clear, concise & comprehensive reporting to support service delivery & contractual requirements liaising as required.
- Work with the customer account teams and the customer to ensure all needs are met.
- Work with CAD’s, Director, the wider Commercial Team & service lines to evolve the CSU services relevant to ICS/ICBs and other customer segments.
- Support with any transfer of services in or out of the CSU, in line with national CSU strategy.
Working for our organisation
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Detailed job description and main responsibilities
Please download the attached job description and person specification for the full outline of the tasks, responsibilities and outcomes required of the role.
Person specification
Qualifications
Essential criteria
- Degree/Masters or commercial qualification (or demonstrable relevant experience)
Experience
Essential criteria
- Accomplished negotiator with experience of commercial and/or contract negotiation.
- Operational experience in managing professional services or commissioning functions and meeting customer service targets.
- Highly numerate with strong strategic and critical thinking skills
Desirable criteria
- Experience of Customer Account Management techniques and approaches.
- Understanding of contract law
Skills
Essential criteria
- Problem solving skills and ability to respond to sudden unexpected demands.
- ble to develop strong relationships with customer and service line leads.
- Ability to analyse complex facts and situations and develop a range of options.
- Must be able to prioritise own work effectively and be able to direct activities of others.
- Must be able to use initiative to decide relevant actions and make recommendations to Sponsor/ Manager, with the aim of improving deliverables and compliance to policies.
- Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales
- Used to working in a busy environment
- Adaptability, flexibility and ability to cope with uncertainty and change.
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
Desirable criteria
- Takes decisions on difficult and contentious issues where there may be a number of courses of action
Knowledge
Essential criteria
- Must have an understanding of the background to and aims of current healthcare policy.
- Appreciation of the relationships between constituent organisations in the NHS landscape
- Working knowledge of Microsoft Office with intermediate keyboard skills.
Desirable criteria
- A strong technical knowledge of commissioning processes in the NHS across a wide range of disciplines.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Andrew Imrie
- Job title
- Director - Bids & Business Development
- Email address
- [email protected]
- Telephone number
- 07766 367120
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