Senior Manager - Account Management
| Dyddiad hysbysebu: | 16 Medi 2025 |
|---|---|
| Cyflog: | £80,000 i £85,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Hydref 2025 |
| Lleoliad: | W2 6BD |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Capita plc |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 10112239-42284 |
Crynodeb
We are seeking an experienced Senior Manager - Account Management to oversee and manage the relationships with our supply chain partner, Maximus, who deliver the Work Capability Assessments (WCA) and Specialist Benefit (SB) service on behalf of Capita Midlands & Wale).
The role will involve ensuring contract delivery, attending client meetings, and collating performance and contractual delivery data. Additionally, the role encompasses the responsibilities of the Service Support department, which includes operational management, operational support, service improvement activities, and client communications.
The successful candidate will act as a Chief of Staff, coordinating and facilitating the seamless execution of these duties to ensure that both internal and external stakeholders' needs are met and that the company's strategic objectives are achieved.
What you'll be doing :
Account Management:
• Oversee and manage the relationship with the supply chain partner, Maximus, ensuring the delivery of Work Capability Assessments (WCA) and Specialist Benefit (SB) services on behalf of Capita in L2 (Midlands & Wales).
• Ensure contract delivery by monitoring performance metrics and compliance with contractual obligations.
• Ensure the delivery of services in alignment with contract terms and within the allocated budget.
• Monitor and manage financial performance, including budgeting, forecasting, and financial reporting
• As Senior Manager you will lead client meetings to discuss performance, address concerns, and identify opportunities for improvement.
• Collate and analyse performance data to provide insights and recommendations for enhancing service delivery.
• Act as the primary point of contact for Maximus, fostering a collaborative and productive partnership, resolving escalated issues, ensuring timely and effective resolution
• Communicate the status and resolution of escalations to clients and senior management.
• Analyse escalation trends to identify root causes and implement preventive measures
Chief of Staff Responsibilities:
• Manage the Service Support department, overseeing operational management, operational support, and service improvement activities.
• Coordinate and facilitate communication between internal teams and external stakeholders to ensure alignment and effective execution of strategic objectives.
• Develop and implement service improvement initiatives to enhance operational efficiency and client satisfaction.
• Prepare and deliver client communications, including performance reports, updates, and presentations.
• Support senior leadership in decision-making processes by providing insights, analysis, and recommendations based on performance data and industry trends.
What we're looking for :
• Leadership and Team Management: The ability to lead and inspire large, multidisciplinary teams, driving them towards continuous improvement and customer-centric goals.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with both internal and external stakeholders, manage forums at a senior level, and prepare and deliver client communications.
• Customer Service Expertise: A deep understanding of customer service principles, with a commitment to delivering high-quality experiences and the ability to develop long-term strategies that align with the company's goals and improve the overall customer experience.
• Analytical Skills: Proficiency in analysing large datasets to derive actionable insights about customer behaviour and satisfaction, and the ability to conduct root cause analysis and impact analysis to pinpoint areas for performance enhancement.
• Operational Management: Experience in managing organisational change, driving continuous improvement, and overseeing operational management, operational support, and service improvement activities.
• Stakeholder Management: The ability to manage stakeholder relationships both externally and internally, fostering a collaborative and productive partnership with the supply chain partner, Maximus.
• Strategic Thinking: Aptitude for identifying issues and developing strategic solutions to improve customer experience, with a proven track record of optimizing large-scale services focused on vulnerable customers through intelligence-driven strategies.
• Commercial Awareness: Understanding of budgeting and financial reporting to manage the cost of customer experience initiatives, and knowledge of the marketplace and its customers to respond quickly to opportunities.
• Flexibility and Adaptability: The ability to adapt to new insights and changes in the customer service landscape, and familiarity with digital tools and platforms that customers interact with, such as social media, mobile apps, and customer relationship management (CRM) systems.
• Innovation and Continuous Improvement: The ability to think through how existing processes and offerings can be improved or enhanced, regularly demonstrate lateral thinking, and facilitate creative thinking in others.
About HAAS
The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person's daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by Capita.
What's in it for you?
• A competitive basic salary of up to £90,000 dependent on experience
• 25 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• A discretionary annual bonus / car allowance or company car - if applicable
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• Reiterate flexible or remote working options if available or highlight if business is open to discussing
• Access to the Headspace app for you and up to 5 family or friends.
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering exciting opportunities to expand your skills, explore new paths, and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
Customer first, always Fearless innovation ✅ Achieve together Everyone is valued
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
Equal Opportunities
At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
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