Customer Account Manager - Branch

  • Pay Range: Competitive
  • 37.5 hours per week flexible contract
branches:
Hours
per week
quote reference
Chorley 37.5 - Closing date 3rd August BO376

 

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Job Purpose & Scope

Reporting to the Branch Manager (BM), the Customer Account Manager (CAM) converts interest and enquiry into sales of non-advised products through a mediated non-advised sales process.  The CAM is part of the Branch team providing knowledge and guidance to new and existing customers. The CAM forms a key part of the Sales and Service process, working with customers referred from Customer Representatives or directly with customers looking for information and guidance.

By listening to customers and surfacing their requirements, the CAM provides information and assistance to help customers make an informed choice and select the most appropriate products to meet their needs. Additionally, the CAM looks for other opportunities to refer the customer to colleagues for more in-depth information and advice.

As a member of the Branch team the CAM will also spend time meeting and greeting customers and transacting counter business to help with the smooth running of the Branch and the training and mentoring of Customer Representatives (CR).

Success in this role relies on the ability of the CAM to talk easily with customers, quickly build trusted relationships and adopt a range of styles to suit different individuals and circumstances. The successful CAM rapidly establishes credibility with customers by demonstrating a thorough knowledge of products and services and articulating how they can meet particular customer needs both now and in the future.

Key Contribution Areas

Customer Focus

  • Prepare fully for planned interviews, gathering and reviewing all relevant customer material and information from the available systems.
  • Prepare and manage the interview environment to present the best image of the Society.
  • Manage the pipeline of customer meetings to avoid delays and provide sufficient time for completing arrangements within deadlines.
  • Present a professional and knowledgeable “face of the Society” to customers remaining within compliance guidelines.
  • Follow a structured interview process with all customers, following all appropriate Sales Policies and keeping strictly within compliance guidelines.
  • Listen and question carefully to identify all customer needs.
  • Present information and check for customer understanding.
  • Match products and appropriate referrals to customer needs and circumstances.
  • Explore customer needs fully to identify opportunities for further referrals.
  • Take careful and complete notes during interviews and summarise at the conclusion.
  • Identify appropriate products for customers and explain how these will meet expressed customer needs.
  • Update all systems at the conclusion of customer meetings.
  • Follow up initial customer meetings to bring sales prospects to a close.
  • Maintain accurate action and diaries to complete any outstanding actions.
  • Make referrals to and set up appointments with other colleagues so that customers can be advised appropriately.
  • Stay in touch with interviewed customers to both prospect for new business or identify further opportunities.
  • Provide feedback to CRs and other referees on quality of customer leads.

Administration & Branch Support

  • Maintain accurate logs of customer meetings and status and record information on any systems available for this purpose.
  • Maintain accurate and complete records of all customer contacts.
  • Maintain records of achievement against targets and plan accordingly. 
  • Train and mentor other members of the Branch team.
  • Proactively request personal T & C observations and own and manage any development outcomes identified.     
  • Assist with counter services and other Branch duties when required to help customers and support colleagues.
  • Note:  In some branches, the CAM may occasionally be asked to stand in for the BM to cover holidays and other absences.

Personal Development

  • Identify and document development activities in collaboration with line manager.
  • Maintain an up to date Development Plan, logging all development activity throughout the year.

A successful performer in this role will:

  • Deliver all personal sales and referral targets.
  • Develop knowledge & skills demonstrating continuous improvement.
  • Demonstrate a primary focus on meeting customer needs.
  • Build rapport and trust with people both internally and externally.
  • Project a positive ‘can do’ attitude to deliver on promises and commitments.
  • Deliver accurate work within agreed service levels.
  • Be flexible and willing to multi-task.
  • Support consistency of procedures & sharing of best practice.
  • Build and develop strong relationships with internal & external customers.
  • Comply with all operational and regulatory risk requirements.
  • Use initiative to work through barriers and issues.
  • Maintain a professional image in all internal and external interactions.
  • Adapt to changes in the working environment, managing competing demands to make the best use of time and resources.

Success Profile

Knowledge

  • Good understanding of FS Industry.
  • Society & partner products & services.
  • Regulation & Control Frameworks.
  • FSMS & FSA Compliance Requirements.
  • TCF Framework and Implementation.

Qualifications & Experience

  • Maths and English GCSE or equivalent – minimum Grade C.
  • Minimum of 1 year in the FS industry / Retail in a customer-facing role.

Personal Attributes

  • Conscientious.
  • Detail Conscious.
  • Persuasive.
  • Empathetic.
  • Sociable & Inquisitive.
  • Results Oriented.
  • Tenacious & Resilient.
  • Participative.

Compliance

  • Treating Customers Fairly is at the heart of our business and is therefore a key part of your role. You are responsible for maintaining your awareness of TCF, understanding communications and updates and finding ways of incorporating TCF into your day-to-day activities as you will be expected to demonstrate what actions you have taken to support TCF within your performance discussions. You will also be required to successfully complete training modules and ROK tests regarding TCF in line with business requirements.
  • Achieve and maintain “Fit & Proper” status.
  • Achieve & maintain competency in relation to the sales policies relevant to your role.
  • Adhere to all company policies and procedures regarding Health and Safety and co-operate with Line Manager at all times.
  • Comply with Group policy and procedure relating to Money Laundering and Anti-Fraud activities.
  • Comply with all regulatory requirements, both statutory and voluntary, necessary for the delivery of specified business objectives.

Special Requirements

  • Must be prepared to work at other branches within the brand when required.

 

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