Customer Relationship Manager - Cope Occupational Health Services (Hybrid Working)

Customer Relationship Manager – COPE Occupational Health Services (Hybrid working) 

up to £43,000

WE ARE RECRUITING!

We are looking for a Customer Relationship Manager as part of our COPE's growth plans to join our team on a permanent basis.

This is a full-time role.

This is a hybrid working role and there will be a requirement to visit COPE’s Head Office twice a week, however, this can be agreed with the candidate. Customer visits on occasions will be required, therefore a full driving licence will be required and access to a car.

This is the ideal time to join COPE; we are continuing to grow and have created this new role to support that growth.

COPE has 30 years’ experience in providing a variety of Occupational Health Services across the UK. We are a growing, innovative company offering a professional service and bespoke solutions to our wide portfolio of customers.

We are driven by our values and place a huge emphasis on caring for our team and supporting you as an individual and delivering an outstanding service to our customers. We are dedicated to building knowledge and capability with those we work with.

Key aspects of the role will include:

Account Allocation & Handover

• Accountable for the development of all customer accounts.
• Responsible directly for larger, strategically important customer accounts as agreed with the Business Development team and/ or following an internal review, in close liaison with COD
• Participate in any customer account handovers with the Business Development team or the previous account manager, ensuring all key documentation (setup forms, contact lists, portal access, contracts,Salesforce entries) have been reviewed and are accurate.

Account Management & Service Delivery

• Lead all aspects of customer service for all customer accounts, delegating relevant responsibilities to the team.
• Responsible for maintaining records across all systems, e.g. Salesforce, COHAD etc.o Lead and facilitate regular service review meetings in liaison with COD, determining the appropriate frequency based on account size.
• Collaborate with Clinical Account Managers ahead of reviews to incorporate clinical insights into MI data discussions.
• Discuss clinical issues or queries as required proactively with the Clinical Team prior to responding to the customer.
• Escalate customer issues or concerns internally as required, ensuring the BDM. CGM and COD are informed accordingly.
• Record meeting minutes using the approved COPE template, and record in the Salesforce system to support ongoing account management, and as evidence for SEQOHS and other quality measures.
• Share outcomes and follow-ups from meetings with customers in a timely manner.
• Attend the monthly customer debtors meeting and address any relevant issues raised by Finance

Customer Relationship Management

• Build and nurture strong professional relationships with customers.
• Agree and implement a communication strategy with all customers.
• Coordinate the delivery of educational sessions to customer account holders (mainly HR and Health andSafety) to support their understanding of Occupational Health updates.
• Advocate for COPE services while ensuring customer satisfaction, retention, and engagement.
• Ensure all contractual obligations and service-level requirements are met.
• Work closely with all internal departments (Admin, Finance, IT etc) to enable efficient service.

Growth & Opportunity Identification

• Identify proactively service improvement and opportunities for upselling using data insights (e.g., MItrends).
• Create and maintain an account plan for each customer, reviewing these annually with the BDM and COD.
• Recommend additional services (e.g., physiotherapy) aligned with emerging customer needs.

Operational Delivery

• Overall responsibility for the operational delivery of services across accounts, ensuring efficiency and consistency.
• Support and assist managing resourcing of services, working closely with HR, COD and senior clinical team to identify possible solutions.
• Manage health surveillance recalls process, ensuring timely completion.
• Manage the process of health surveillance equipment allocation through the team, including maintenance of calibration in line with service requirements.
• Manage the procurement of health surveillance equipment and consumables through the team to support service delivery.
• Oversee diary management to ensure appropriate scheduling of resources and services to maximise productivity.

Quality

• Undertake any responsibilities to ensure ISO9001 is maintained and any improvement actions and audits are completed.
• Support the BDM in ensuring the delivery of an effective annual customer service survey in addition to regular opportunities provided for customer feedback.
• Develop an action plan as a result of the annual customer survey feedback and lead on the implementation of this plan.
• Be responsible for delivering agreed objectives within the annual BPIG plan

Line Management

• Provide direct line management for a team as highlighted above.
• Support team development, performance management, and day to day supervision.
• Foster a supportive and high-performing environment aligned with COPE’s values

It is essential candidates have the following experience, knowledge and skills:

• Minimum 3 years account management experience
• Minimum 3 years line management experience
• Excellent communication and stakeholder management skills
• Confident using CRM systems (preferably Salesforce)
• Able to lead customer meetings and follow ups independently
• Full, clean driving licence; ability to travel to other areas

For consideration for this role please send over your CV and covering letter detailing how you meet the role and duties.

Please note closing date for all applications is Monday 16th June to hr@copeohs.com