Account Manager

Account Manager

Competitive salary plus company benefits, full‑time, 37.5 hours per week, permanent. Monday – Friday, 9am – 5pm.

• Communicate a vision for how Williams Lea serves clients across service offerings, empowering the team to bring that vision to life.
• Execute service delivery, deliver operational excellence, implement optimized cost‑to‑serve models, apply continuous improvement initiatives, and grow and develop the team.
• Oversee contracted operations to ensure contract and client needs are met while addressing employee needs.
• Manage client relationships to maintain a high level of customer satisfaction.
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed metrics and goals.
• Drive continuous improvement; keep client and manager informed, communicate proposed solutions, and resolve escalated issues.
• Manage the employee lifecycle for direct and indirect reports, including interviewing, hiring, onboarding, training, professional learning, development, performance management, talent management, succession planning, and off‑boarding.
• Ensure reports understand and comply with company and client policies, SLAs, and quality expectations, applying corrective action when necessary.
• Engage in regular communication, hold team meetings and individual 1:1s to ensure open lines of communication and discuss expectations, performance, and progress.
• Manage staffing and workflow volumes; use a workflow management system to justify headcount and allocate resources by shift or service line.
• Review monthly P&L and submit necessary changes to the financial analyst.
• Review all labor allocations; manage over‑time and time‑off to avoid non‑billable charges.
• Create and distribute monthly invoices, ensuring they meet contractual requirements.
• Participate in the budget process and ensure all operational processes are managed on time and within budget.
• Create and present monthly Client Service Reviews (CSR), reflecting on data and proposing process improvements for client benefit.
• Solicit client feedback regularly.
• Foster cross‑training and teamwork to optimize client service delivery.
• Educate clients on Williams Lea’s services and those available, emphasizing the impact on their success.
• Identify opportunities for account growth, new services, and solutions to client challenges, escalating opportunities to management.
• Participate or lead due diligence, implementation (people, process, technology) for new business within client accounts; participate as needed on other new client accounts.
• Be able to lift up to 50lb regularly.
• Adhere to Williams Lea and client site policies.

• Over 5years of experience as a recognized leader and manager of people in a customer‑service intensive environment.
• Demonstrated record of implementing solutions that permanently resolved poor contract performance or difficult situations.
• Excellent client service skills with a service‑minded approach.
• Proven experience delivering and managing complex multi‑service solutions for clients.
• Minimum of two years of successful financial management; understanding of how daily and strategic decisions impact P&L.
• Manage staff allocation through optimized scheduling, cross‑training, and fostering teamwork.

• Private medical insurance.
• Life insurance/life assurance.
• Company pension.
• Corporate eye care.
• Personal accident and company sick pay.
• Additional benefits such as dental insurance, childcare vouchers, gym membership, charity donations, employee offers, retail vouchers and season ticket loan, offered at discount on salary sacrifice basis.
• Opportunity to work for a global employer and develop a rewarding career.

The Company values diversity and will not discriminate on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other protected characteristic. We are committed to an open, fair and transparent culture.