Work with us – Account & Customer Manager – Apply now

Our ACE360 team is expanding and looking for someone exceptional to join us, is that you? Someone who will not only go the extra mile for our customers ensuring that they fall in and remain in love with ACE360 but to make the role their own through innovation and collaboration.

ACE360 is a new product for the Apprenticeship network focusing on simplifying the process of exchanging data between organisations delivering Apprenticeship Standards in England, you can read more at www.ace360.org. In time ACE360 will replace our current system (ACE) where we have 5 years of 98% met or exceeded expectations scores and this, we are extremely proud of. The Role We hold a unique position in the Apprenticeship network allowing us to not only be impartial but trusted by those who work with us but we do not allow ourselves to take this position for granted. We encourage everyone within the Federation to use their own initiative to drive best practice and to be themselves at work, this feeds into the working relationships that we have developed with external stakeholders and makes for excellent customer service. We Want You To 

Really understand what ACE360 users think and what makes them both smile and say “if only ACE360 could….” To do that you will need to:

Manage some of our larger customers, keeping in touch with them on a regular basis

Answer phone and email enquiries and identify emerging issues 

Bring new customers on to the system 

Take ownership of every issue they have, until we (you will not be on your own) have made them happy

Persuade potential customers that ACE360 delivers what they both want and need

Develop and deliver training materials so that customers can be more self sufficient

As the system develops, test the improvements to ensure they work from the customer perspective

Collate, analyse and report on their views to the rest of the team, and persuade them to change ACE360 to make customers even happier

Be a positive force for change

 

The role will involve close working relationships with not only the ACE360 Manager but also the Business Development, Finance and IT teams to ensure that the business plan targets are exceeded. To Do This You Will Need To:

Understand what ACE360 can deliver for customers as well as its day to day capabilities’

Take ownership of your customers’ needs internally

Constantly look for ways to improve us

Enjoy and take pride in working as part of a team

Have a sense of humour Person Spec/About You Although you will be the newest team member you will feel like part of the family in no time as you excel using your customer service skills and take ownership of ACE360 customer satisfaction upholding our high satisfaction levels. You will have full autonomy in the role though teamwork and flexibility will remain essential skills as equally we will ensure you are supported. Essential Skills For The Role Include

Proven account manager and delivery of exceptional customer service 

Strong interpersonal skills and confidence in building relationships with customers

Ability to communicate through verbal and written means with a wide variety of internal and external stakeholders

Excellent time management and organisational skills with ability to prioritise workload to tight deadlines

Analytical approach to work, identifying areas for improvements and making appropriate recommendations

Ability to identify and follow up business development opportunities

Excellent presentation skills with the ability to present to both large and small audiences

A flexible team-player with a can-do attitude

Ability to work both on own initiative and under instruction 

Excellent IT Skills with an advanced knowledge of MS Office Systems Additionally any previous experience or knowledge of the below would be desirable:

Previous experience of working with Apprenticeships

Knowledge of the Apprenticeship reforms in England

Knowledge/experience of working in a commercial environment

Previous experience of networking to increase business opportunities

 

Knowledge of CRM systems In return for your commitment and dedication to the organisation, you will not only receive a salary, we will also respect you, support and develop you as a person and a colleague. Job specifics Reporting to: ACE360 Manager Full Time: 35 Hours, Monday to Friday, 09:00 till 17:00 with the possibility of extra hours if required by business needs. Location: HOME BASED or based in our Edinburgh Head office (Some UK wide travel required) How To Apply If you believe yourself to be the exceptional person we are looking for, please email to our HR Manager Ruth Duncan ruth.duncan@fisss.org with an attached CV and cover letter outlining why you are applying and how you meet the role criteria

2019-01-31T14:59:06+00:00January 31st, 2019|News|