Job Description - Project-Client relationship manager v0.1 200921

JOB Agency/Sales JOB Project /customer JOB Sign Solutions Job Description– Project/Customer relationship manager FAMILY and Marketing TITLE relationship PURPOSE Management 1. Report to Agency Manager/Managing Director 2. Sourcing, Allocation & Booking of staff and freelance LSPs as per clients’ request 3. Control & implement effective Diary management to ensure full utilisation of LSPs and thereby maximisation of sales 4. Improve and ensure customer satisfaction and customer loyalty 5. Develop Management Information and reporting processes both for clients and for the Company 6. Take “point” on client issues/complaints as a friendly point of mediation, to negotiate resolution 7. Increase the Company’s revenues and profit margins by sourcing new business, encouraging repeat business and cross-selling to existing clients 8. Increase profitability by utilising cost effective interpreters and liaising with admin team to build database of freelancers for the contracts which you are responsible. KEY RESULT AREAS SKILL SETS TARGETS and MEASURES • Feedback from Agency Manager 1. Generic – applying to all Sign Solutions roles • Maintain a good working relationship with all members of staff • Feedback from Agency Manager 1.1 Contribute to a positive • Motivation working environment • Communication • Feedback from Agency Manager Awareness • 1.2 Work alone, heading-up or • Team Working within a project team (as business dictates) • Exercising Initiative • Taking appropriate 1.3 Identify solutions to organisational issues responsibility • Problem Resolution • Displaying a professional and positive attitude • Team Working • Exercising Initiative • Taking appropriate responsibility V0.1 20/09/21

1.4 Personal/Professional • Adopting a continual Sign Solutions Job Description– Project/Customer relationship manager development improvement approach in all areas of • Provide a role model example of how a professional Sign Solutions employee should personal/professional represent themselves and the company both within Sign Solutions and within client development organisations • Taking appropriate • Have confidence to work at all levels of hierarchy and professional competence • Continuous review of personal development plan in conjunction with line manager responsibility for your • Attend training and to develop relevant knowledge, techniques and skills. own development • Continually look for training opportunities V0.1 20/09/21

Sign Solutions Job Description– Project/Customer relationship manager 2. Role Specific • Team working – other • Client Liaison to ensure the accurate recording – by yourself and your reports - of LSP 2.1 Diary Management & office personnel, requests, including the extraction of required information in a professional manner for interpreting personnel and onward reporting to clients Assignment Bookings management personnel • Efficient and effective diary management to ensure full utilisation of LSPs including, 2.2 General, Office and • Ability to work alone sourcing, co-ordination, allocation & re-allocation of staff and freelance LSPs in order to Administration • Initiative increase profitability. • Responsibility 2.3 Customer Service and • Professionalism • Respond to and follow up sales enquiries using appropriate methods Business Focus • Motivation • Advising clients of their necessary requirements if they are unsure • Ability to work with people • Diary Management including co-ordination, allocation & re-allocation of staff and freelance 2.4 Report to Agency Manager at all levels. LSPs V0.1 20/09/21 • Proactive • Follow up and create leads using sales initiative and cross sell to new and existing clients to • Create sales and leads • Organisational skills bring further business to Sign Solutions • Organisational skills • Team working • Undertake associated administration tasks in relation to 2.1 and in accordance with ISO • Process development processes • Initiative • Adhere to and actively contribute to the drafting and implementing of current and new ISO • Professionalism processes and assist in maintenance of accreditation • Flexibility • Proactiveness • Establish and maintain effective working relationships with reports, co-workers and • Responsibility managers • Team working • Attend training and to develop relevant knowledge and skills where required • Recognise that our clients are both users (Deaf & hearing), customers and freelance professionals and should be treated with professionalism at all levels • Establish and maintain effective working relationships with clients and represent the company in a professional manner when liaising with such clients • Represent the company in a professional manner when liaising with clients • Proactively undertake sales activities to maximise all opportunities to bring further business to Sign Solutions • Proactively network within clients to raise the profile of Sign Solutions • Deal with customer queries and complaints • Providing ad-hoc quotes to clients and follow up accordingly • Engage in consultation processes with the management team and the Sign Solutions Senior Management Team where necessary • Contribute to and engage with in developing processes that impact the provision of interpreting within Sign Solutions • To engender and contribute effectively to a positive team spirit with all other members of staff • Liaise with Agency Manager in relation to any issues that may affect yours, or others, work

2.5 Sales and Marketing focus • Professionalism Sign Solutions Job Description– Project/Customer relationship manager • Flexibility • Proactiveness • Establish and maintain effective working relationships with clients and represent the • Responsibility company in a professional manner when liaising with such clients • Proactively undertake sales activities to maximise all opportunities to bring further business to Sign Solutions • Maintain a positive relationship with you contacts to ensure that they feel valued and looked after by Sign Solutions and continue to work with us. V0.1 20/09/21