Demand & Resource Manager

Demand & Resource Manager role with SmartPA

Tired of your mundane and repetitive day job? Come and join our ever-growing team at SmartPA where you will be helping shape the newly created Corporate Services Delivery team.

This is a hybrid role, with a minimum of at least three days per week in the SmartPA Head Office in Edinburgh City Centre.

Type: Full-time, permanent.

Hours of coverage: UK business hours 09:00 – 17:30 Monday – Friday.

About the role

An exciting opportunity has arisen within our Corporate Services Delivery team reporting directly to the Corporate Services Delivery Director.

The Demand & Resource Manager will be responsible for proactively eliminating potential customer challenges, recognising customer needs, and contributing towards the lifetime value of a customer. The duties of our Demand & Resource Manager include ownership of the corporate client happiness lifecycle, from the transition between sales departments to the Corporate Services Delivery team, and enabling each client to benefit from the impact of service in a short space of time. They will also be developing strong client relationships to help understand areas of improvement for each client. The role will also involve maintaining a strong strategic view of the ‘product’ and feeding this data into the relevant teams to continually improve the SmartPA experience. The Demand & Resource Manager will work closely with their direct team and wider teams to ensure services are delivered successfully and with impact.

About us

SmartPA are leading the way towards a new working world, providing invaluable virtual support to all areas of business. Founded in 2008, we are ahead of the curve, expanding globally with recently opened offices in Malaysia and South Africa. As a result, SmartPA are building a team of passionate and business-minded individuals who thrive in a fast paced, dynamic and (most importantly) fun environment.

Our people and culture drive our success. At SmartPA we are committed to fast growth, passionate about people, and absolutely embracing challenge and change. Hard work is celebrated (often with a glass of bubbly on a Friday!), so come join our remote team to see what it’s all about.

Like us, are you passionate about admin? Do you excel and in an open-minded, energetic and dynamic team? If so, we want to hear from you!

Responsibilities:

· You will be a Customer Success Culture ambassador, modelling the way and supporting colleagues to understand and execute this.

· You will ensure all corporate clients receive the SmartPA onboarding experience and the corporate client is transitioned to services delivery team effectively and in line with the organisational method and SLA.

· You will collaborate with sales teams to ensure accurate scope of service, corporate client impact and emotional needs are clearly defined ready for a seamless resourcing and onboarding journey.

· You will manage corporate client lifecycle and happiness, by conducting corporate client check in calls to build deeper relationships and assess what’s working and addressing anything that needs reviewed leading to a positive close.

· You will manage client complaints and concerns with organisational Compliant to Compliment process to a positive resolution.

· You will track the data to improve all aspects of the corporate client experience and service delivery processes.

· You will through consultative corporate client success check calls identifying areas of upsell and cross sell to add further benefit to corporate client’s business.

· You will review client feedback data and provide recommendations for business improvements or service design updates.

· You will optimise existing processes within the company and actively enhance all customer success initiatives.

· You will bring to life corporate client success stories and impact SmartPA have made in their business for training, team kudos and marketing purposes.

· You will manage all service delivery recruitment and resourcing requirements for the full team.

Skills:

· A results driven mindset and experience working towards targets and KPIs.

· Outstanding and accurate verbal and written communication skills.

· Attention to detail and pride in accuracy.

· Excellent planning and organisational skills.

· Strong skills in working with collaborating teams/departments.

· Efficiency in communicating complex information with staff at different levels.

· Ability to handle sensitive business information.

· Ability to perform under pressure and to tight deadlines.

· Ability to develop business plans and pursue them until completion.

· Ability to problem solve effectively.

· Ability to build a positive brand image and increase satisfaction.

· Experience in leading a team and ability to inspire.

· Professional approach and attitude.

· Flexible/adaptable to changing priorities.

· Self-motivated and proactive.

· Ability to multitask.

· Ability to build strong relationships.

· A results driven mindset and experience working towards targets and KPIs.

· Ability and confidence to negotiate in difficult situations whilst remaining calm.

· Solution Focussed

· Ability to build strong working relationships with direct reports, corporate clients and wider team.

· Confidence in dealing with complaints and able to suggest solutions.

· Resilience and ability to work proactively.

· Strong emotional intelligence.

· Ability to effectively convey information between multiple internal and external stakeholders.

· Strong interpersonal skills and the ability to act with empathy, respect and diligence.

· A continuous learning attitude – constantly evolving with new trends, technologies and industry developments.

· Proven track record of building outstanding customer experiences.

· Enjoy working with data.

· Experience of working in a customer experience setting.

Experience

• At least 2-years previous experience in an administrative or Business Support function, ideally within a corporate setting.
• Significant experience of resourcing, scheduling and monitoring service delivery.
• Experience with MS Office (Particularly Outlook, Word, Excel, To Do and Teams) is essential.
• Significant experience in line management, leading teams and owning processes.
• Experience liaising with senior stakeholders and corporate account management.
• Fully capable of handling all forms of client escalation.
• Experience in using software such as task tracking software, CRM systems and a travel booking system is strongly desired.

Job Type: Full-time

Salary: £35,000.00-£45,000.00 per year

Benefits:

• Casual dress
• Company events
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Experience:

• Administrative or business support function.: 2 years (required)
• management: 2 years (required)

Ability to Commute:

• Edinburgh, EH1 3PX (required)

Work Location: Hybrid remote in Edinburgh, EH1 3PX