London Account Lead

Liberata is a UK business services provider, helping public and private sector organisations design and deliver the services their customers rely on. For over 50 years we have run business-critical operations across Revenues and Benefits, HR and Payroll, Finance and Accounting, Customer Services and Debt Assist, working with more than 800 organisations including local authorities and NHS trusts. Around 1,100 colleagues across England and Wales deliver this work, in office-based, hybrid and remote roles.

Our approach is people-first delivery, modern and scalable technology and true partnership working. We are guided by three values: Accessible, Curious and Expert. We are now looking for our new permanent London Account Lead.

The role:

To support Liberata ensuring high levels of client satisfaction are achieved; focusing on the drive for increasing market share and business growth. The London Account Lead is responsible for developing and maintaining a strong professional relationship with clients and strategic partners.  Ensuring that Liberata consistently exceeds customer expectations by understanding the customers’ business needs, delivering quality results, acting as a senior communication channel between Liberata and the customer, and driving present and future business strategies.

The London Account Lead will provide oversight for resources focused on internal customer projects, which require senior coordination and escalation.  The role will also oversee the resolution of key customer issues and coordinate with senior management representatives to ensure that they are aware of critical customer requirements.  The role will also identify key client opportunities and work closely with colleagues to ensure the client is aware of complementary products and offerings within our business.

Key tasks and responsibilities:

• Build and manage client relationships portfolio ensuring commercial success
• Lead the client relationship and contract requirements, including day-to-day liaison, formal client reporting and ensuring that client needs and expectations are understood and satisfied
• Ensure that appropriate governance and reporting regime is in place to demonstrate progress against corporate strategy
• Ensure revenue and profitability achieve agreed targets
• Produce a high-quality Account Plan, signed off by the Executive, with agreed Account Development targets
• Develop an effective personal relationship with senior client partners
• Develop and manage a broad network between senior Liberata directors and appropriate client representatives
• Ensure high levels of client satisfaction by monitoring and ensuring good delivery performance in all relevant service lines
• Provide effective ‘Thought Leadership’ on industry trends and their effects on business strategy, internally and externally
• Effectively represent client’s interests within Liberata
• Represent Liberata externally to other clients, prospects, industry bodies, and other third parties
• Be an effective team-player within Liberata.

Essential Skills and Attributes:

•         Educated to degree level or an equivalent level of experience

•         Professional qualification or an equivalent level of experience

•         Demonstrable operational experience with P & L responsibility

•         Goal driven

•         Completer/finisher

•         Proven relationship developer/improver

•         Excellent communicator and influencer

•         Commercially astute, with knowledge of sector

•         Strategic thinker

•         Proven experience of managing senior level strategic relationships

•         Demonstrably honest and credible – ‘promises and delivers’

•         Empathetic - good listener and understanding

•         Team player

•         Passionate about the business

•         Strong business acumen; including the ability to analyse and evaluate commercial data

•         Excellent organisational skills

•         Excellent written and verbal communication skills

•         Excellent interpersonal and presentation skills

Our Employee Benefits:

• Professional development opportunities and support towards gaining professional qualifications 
• 26 days holiday per annum, plus bank holidays. Entitlement increases by one additional day after five years of service and a further additional day after ten years of service.
• Life assurance, which is equivalent to 4 times the basic salary
• Defined contributory pension scheme; employees can contribute up to 6%, and the company will match the contribution to a maximum of 6%
• Employees access a wide range of benefits, rewards, and discounts with ‘Look Inside’
• Access to employee wellbeing initiatives
• The Employee Assistance Programme (EAP)
• Company sick pay
• Occupational health advice and support
• Free eye tests
• Free annual flu jab
• Family-friendly policies
• Flexible working options
• The recommend a friend recruitment referral scheme.
• Cycle 2 Work Scheme

Security vetting and checks:

All successful candidates must meet the government’s Baseline Personnel Security Standard (BPSS).

• External candidates: The BPSS includes a basic criminal record check (for unspent convictions). There will also be an Adverse Financial Check (AFC) which will be renewed annually. An Adverse Finance Check looks for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders.
• Internal candidates: An annual adverse finance check will be required.

PLEASE NOTE – For external candidates, the AFC will be conducted prior to interview.

If you do not meet these requirements, your offer may be withdrawn.