Great that you're thinking about a career with BSI!
Purpose of the Position
To manage and maintain Customer Relationships by:
Key Responsibilities & Accountabilities
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 Account Management:
Manage Key Accounts from planning to certificate issuance
Issue proposals to existing clients as and when required
Implement Keep the Client Programme
Key Performance Indicators
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 certificate (continuing assessment and recertification)
Manage existing client system certification through an advance 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
On-going 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
100% Achievement of individual and team targets (revenue, delivery days, profit margin)
At least 4 months 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.