NHS Arden and Greater East Midlands Commissioning Support Unit

Assistant Customer Account Manager

This job is now closed

Job summary

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.

About us

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.

Date posted

07 May 2024

Pay scheme

Agenda for change

Band

Band 8a

Salary

£50,952 to £57,349 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

880-5761035-A

Job locations

Westgate House

Market Street

Warwick

CV34 4DE

Job description

Job responsibilities

Please download the attached job description and person specification for the full outline of the tasks, responsibilities and outcomes required of the role.

Job description

Job 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

Degree/Masters or commercial qualification (or demonstrable relevant experience)

Experience

Essential

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

Experience of Customer Account Management techniques and approaches.
Understanding of contract law

Skills

Essential

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

Takes decisions on difficult and contentious issues where there may be a number of courses of action

Knowledge

Essential

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

A strong technical knowledge of commissioning processes in the NHS across a wide range of disciplines.

Person Specification

Qualifications

Essential

Degree/Masters or commercial qualification (or demonstrable relevant experience)

Experience

Essential

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

Experience of Customer Account Management techniques and approaches.
Understanding of contract law

Skills

Essential

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

Takes decisions on difficult and contentious issues where there may be a number of courses of action

Knowledge

Essential

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

A strong technical knowledge of commissioning processes in the NHS across a wide range of disciplines.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

NHS Arden and Greater East Midlands Commissioning Support Unit

Address

Westgate House

Market Street

Warwick

CV34 4DE

Employer's website

https://www.ardengemcsu.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

NHS Arden and Greater East Midlands Commissioning Support Unit

Address

Westgate House

Market Street

Warwick

CV34 4DE

Employer's website

https://www.ardengemcsu.nhs.uk/ (Opens in a new tab)