Great that you're thinking about a career with BSI!
Purpose of the Position
To manage and maintain Customer Relationships by:
- Managing client certification and timely booking of audits in accordance with BSI KPI
- Timely Response to client inquiries in line with BSI Client Promise
- To promote BSI products and services to new and existing customers
- To position the BSI value proposition, how BSI products and services can enable organizations to improve by Making Excellence a Habit
- To deliver the ethos of Making Excellence a Habit through the provision of responsive and proactive client service, effectively handling and closing inbound contact from internal and external customers.
Key Responsibilities & Accountabilities
Key Account Management:
- Manage Key Accounts from planning to certificate issuance
- Issue proposals to existing clients as and when required.
- Implement the Keep the Client Programme
Operational functions:
- Ensure that a prompt, friendly, and professional service is delivered to our customers, both internal and external
- Maintain an effective interface with the interested parties to ensure an effective client journey from client boarding (initial certification phase) to maintenance of the certificate (continuing assessment and recertification)
- Manage existing client system certification through an advanced notification on audit due and plan for the audit in accordance with BSI KPIs, policies, and procedures
- Carry out planning activities with consideration of accreditation requirements, BSI procedures, efficiency, and profitability
- Respond to inquiries from customers and field-based personnel to ensure prompt completion of all administration and planning activities
- Ongoing customer care calls to clients once certification has been achieved
- Maintenance of client details and files in SAP/PG (from registration/creation of SMO to issuance of certificate and monitoring of audit frequency / due date).
- New client set-up in SAP, Process SAP, PG requests, planning & certificate workflows in line with agreed KPIs, Certification review processing, and certificate issuance
- Undertake specific project work as required to meet the changing needs of the business.
- Take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers in order to prevent escalation into a complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded
- Driving Force - Identify opportunities to grow the business through communicating relevant products and services to existing clients
- Act as a brand Ambassador for BSI. This means acting ethically, following company rules, and promoting BSI
Key Performance Indicators
- 100% Achievement of individual and team targets (revenue, delivery days, profit margin)
- At least 4 months of advanced booking
- Achieve Driving Force Leads Generation KPI
- Customer satisfaction (>90%)
- Customer care call (at least 2 calls to key clients outside their normal audit frequency)
- <5% Client Attrition
- Response time to customer inquiries or concerns within 24 hours.
Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.
BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.