6 months ago
Becoming a Transactional Mail Account Manager with Capita Intelligent Communications:
Location – Mansfield
Reporting to the Head of Client Services, you will be Responsible for fostering the relationship between CDIS and a selection of existing and new clients’, you will be the clients’ main contact on a day to day basis ensuring that SLAs and KPIs are achieved and complaints are investigated and appropriate corrective actions put in place. This strategic role will use your expertise in direct mail & transactional mail to work closely with the client to ensure that their communications are managed in the most efficient and effective way also ensuring that client communications are appropriately filtered to other areas of our business. You will have proven capability in managing time critical demanding mailings with no fail deadlines. Excellent client relationship skills are essential for this role which will hinge on us providing world class customer service
Competitive salary and benefits
What you will do:
Based at our production facility at Mansfield, you will manage and develop client relationships through regular visits and communication. You will understand fully the work streams for each client ensuring that SLAs are adhered to and that reconciliations of all communications is carried out effectively. It will be your responsibility to understand the technical requirements of the work and to work closely with other areas of CDIS to ensure what we produce is accurate and that sufficient testing has been carried out with the client.
You will co-ordinate pricing for clients on new products and produce relevant proposals. You will also ensure that rate cards are accurately maintained and validate all billing at month end.
You will be expected to provide advice and assistance to customers on products, services, design and production methods. You will understand clearly data formats for both transactional and direct mail, manufacturing capability of equipment and postage options covering presentational requirements of the postal providers and pricing.
To develop accounts to their full potential in a fast paced environment. You will be responsible for ensuring that we deliver and this will sometimes mean working outside of our core hours to check work entering into production or manage specific critical change requests or new mailings.
Your experience will include:
Vision and the desire for continuous improvement
Must have strong communication skills and the ability to articulate information clearly and concisely including complex technical requirements
Proven experience in an Account Manager/Client relationship role in the transactional mail/direct mail industry
You will have a strong understanding of commercial contracts to enable you to maximise opportunities to up-sell and ensure that additional requirements are captured and commercials agreed with the client.
Excellent client services/relationship building skills with the ability to manage difficult clients and situations in a demanding and fast moving environment
Good verbal and written communication, methodical with strong attention to detail. You will be able to read and understand complex requirements documents and ensure that these are correctly relayed to other areas of our business
Establish, monitor and feedback standards of performance and behaviour to meet client requirements
Ability to analyse relevant information to make informed suggestions for improvement or added value to both the customers and CDIS
Ability to solve problems and communicate effective solutions. You will be able to deal with difficult client situations ensuring that these are resolved efficiently and to the clients’ satisfaction
Ability to develop accounts to their full potential in a fast paced environment
About Capita Intelligent Communications
At Capita Intelligent Communications (CIC), we offer integrated multi-channel communication and digitisation solutions, enabling our clients to optimise how they engage with their customers in the new online world. We are passionate about process improvement – helping to drive new digital journeys, improve efficiency, and enhance both their customer communications and – ultimately – our client’s own experiences.
Joining us, you will be supporting us in our mission to help clients overcome the challenges associated with handling information. Whether that’s reduced call centre activity, shorter lead times on revenue generation, or communicating with customers on their terms, our aim is to put our clients back in control.
CIC are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers’ needs, we’ve helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.
What’s in it for you?
At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do.
As well as a generous basic salary, we also give you 23 day’s holiday (rising to 27, company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.
You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.
What we hope you will do next
Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact firstname.lastname@example.org for guidance.