Customer Success Partner / Recruitment Partner

Job Description

Customer Success PartnerThe primary function of the Customer Success Partner is to manage the day-to-day service delivery requirements for designated clients and campaigns. Acting as the interface between clients and Adecco UK&I account and sales teams you will ensure maximum client satisfaction by meeting all contractual SLAs and Service delivery KPIs. This role will work closely with the wider customer experience teams toensure SLAs are met by utilising the sourcing, onboarding and engagement teams when required. The Customer Success Manager will take responsibility for producing MI packs that report on performance of SLAs and KPIs as well as analysing CSAT, tNPS / rNPS surveys when required and putting in preventative measures to improve performance and client satisfaction.They will become experts in their segmentation of client base and constantly utilise market insight tools to provide expert advice to their internal and external clients.Key ResponsibilitiesKey responsibilities include, but are not limited to:*Work with the internal key stakeholders to ensure maximum profitability (P & L responsibility) of client accounts by managing key performance indicators, including, service delivery, financial; resourcing / recruitment; cost management; *Ensure teams are in place by planning with the customer experience teams to enable Adecco to meet clients resourcing plans and service delivery expectations including; Sourcing, Onboarding, Associate aftercare programme; payroll queries and invoicing process*Where appropriate qualify job roles or service requirements, timescales, expectations and create sourcing strategy to be communicated with the client*Assist the Account Manger/Account Director to deliver account business plans for client in line with specific client objectives *Where required you will be responsible for candidate sourcing /resourcing /campaign management (prepare resourcing plans) including talent pooling*Advising on market demographics and market conditions including action plans *Where required you will be responsible for management of candidate onboarding and aftercare including payroll queries and invoicing process. *Implement prescribed measurement systems to ensure that performance against KPIs is tracked effectively on Adecco business systems and that informed action may be taken to continuously improve business performance*Set up, maintain and build relationships with the hiring community of designated clients*Drive customer satisfaction by ensuring Adecco UK&I customer centricity charters are adhered to and we constantly deliver excellent customer service.*Further develop/extend the client contact network to position Adecco as the primary supplier*Constantly look at ways to improve margin performance on accounts in line with company goals and make recommendations to senior key stakeholders*Provide market insight and benchmarking information to our clients with regards to market conditions*Produce local Management Information in line with client requests and determine what MI is required on a regular basis*Act as point of referral for escalation of client issues*Manage and reduce ongoing cost of service delivery to clients through the effective analysis of client needs; planning and delivering operations.*Ensure regular service reviews are performed with the client to discuss operational performance to contractual SLAs.*Researching and understanding the local recruitment market and competitor activity*Weekly/quarterly and ad hoc management reporting.*Where appropriate be responsible for ensuring the client is invoiced on time and payment terms adhered to contractual terms.*To ensure adherence to the Adecco UK&I company policies and procedures and that administration is completed in accordance with these procedures*To be responsible for ensuring adherence to all company health and safety policies, guidelines and legislation.*To carry out such other reasonable duties as are required by your line manager or the senior management teamEssential Skills / Experience *Managing clients in the delivery of recruitment of contingent workforce either; PAYE, MSP or Master Vendor solutions. *Managing of permanent hires including managing marketing and advertising campaigns *Ability to analyse data and identify trends *Strong relationship and influencing skills*Excellent customer service skillsPersonal Attributes*Awareness and aptitude for excellent customer service*Ability to deal with data and detail-conscious*Strong communication skills, both verbally and in writing and comfortable working with and presenting to clients and colleagues at all levels.*High level of self-motivation and resilient*Ability to influence and build strong relationships*Able to respond well to pressure, tight deadlines and flexible hours in order to achieve agreed objectives*Data & Solution driven Badenoch + Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch + Clark UK is an Equal Opportunities Employer.By applying for this role your details will be submitted to Badenoch + Clark. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: https://en-gb/candidate-privacy