International Accounts Deputy Team Leader

GL Assessment have an exciting opportunity for an International Accounts Deputy Team Leader to join our team in Brentford.

The International Accounts Deputy Team Leader is integral to international business development and customer support through providing account management and support to international school customers. Required to work collaboratively with other International Account Executives to enable smooth transitions for customers, especially during ‘peak periods’, support the Team Leader in the daily operations of the team and provide cover for International Account Executives when required.
The International Accounts Deputy Team Leader will directly line manage up to 3 International Account Executives, working closely with the International Accounts Team Leader to ensure consistency in training, development, coaching and performance management.
Working as part of a team but taking responsibility for personal accounts managed, the role is varied and requires effective time management to manage a mix of inbound and outbound activity.

Who are we?

GL Assessment is the leading provider of formative assessments to UK schools, as well as providing assessments for overseas ministries and British, bilingual and international schools in over 100 countries worldwide.

Primary Duties:

INDIVIDUAL DUTIES

  • Ensuring a smooth transition for international customers through account set up process and customer on boarding. Carrying out customer Health Checks at regular intervals speaking to customers via telephone and email as appropriate.
  • Ensure customers understand and know how to use the products they have purchased to best meet their needs. Identify any training requirements with support from International Consultants and coordinate internal resources to deliver training and support as appropriate.
  • Develop strong relationships with customer accounts to ensure the renewal of products used.
  • Grow revenue on accounts managed through cross and up sales ensuring customer needs are met appropriately.
  • Develop and maintain positive working relationships with international team colleagues and GL teams including Technical Support, Sales Order Processing, Doddle and Warehouse.
  • Be the first port of call to international accounts taking ownership of customer issues, providing accurate and timely responses drawing on available resources as well as seeking input from GL colleagues.
  • Seeking ways to improve support for international accounts and making recommendations to International Accounts Team Leader.
  • Reporting on customer usage and retention, highlighting key issues and process improvements.
  • Process customer quotes and orders with 100% accuracy and within target response times
  • Set up customer accounts correctly ensuring all information is gathered and reflected on testing accounts
  • Identify and update contact details for key contacts in the CRM system
  • Ensure all customer activities are recorded accurately on the CRM

SUPERVISORY DUTIES

  • Support the International Accounts Team Leader in managing the day to day activity of the International Account Executive Team.
  • Line manage three members of the International Account Executive team, responsible for performance management, coaching, development and co-ordination of activities with the rest of the
  • International Account Executive Team.
  • Support the International Account Executive Team by managing the International inbox and acting as first point of escalation for product and process support.
  • Supporting the International Accounts Team Leader by assisting in the development of customer insight reporting.
  • Allocation of customer support enquiries to International Account Executives
  • Responsible for SLAs for inbound customer service enquiries
  • Ensuring compliance with agreed procedures and working methods across systems
  • Identifying improved ways of working and implementing changes
  • Deliver customer support training

What we are looking for:

Essential:

  • Customer understanding and awareness
  • At least 4 year’s experience in a customer focussed environment, including previous sales experience.
  • Excellent communication skills (written and verbal)
  • High level of IT skills (Word, Excel, Outlook, PowerPoint, CRM systems, Financial systems)
  • Excellent analytical and numerate skills
  • Cultivating strong working relationships with customers in an account management capacity.Ability to think creatively to solve problems
  • Excellent organisational and time management skills
  • High level of IT skills (Word, Excel, Outlook, PowerPoint, CRM systems, Financial systems)

Desirable:

  • Knowledge, understanding and articulation of educational assessments
  • Able to quickly assimilate extensive product and market knowledge
  • Experience of solution selling
  • People management
  • Educated to degree level or equivalent

Location: Brentford, TW8

Hours: Full time, 37.5 hours per week

Benefits:

  • Access to a benefits and discount platform with access to 1000’s of discounts at retailers, leisure attractions and restaurants (GLEe provided by Reward Gateway)
  • BUPA Healthcare, Life assurance
  • On site gym, weekly fruit platters, parking facilities
  • Pension scheme with enhanced employer contributionsSeason ticket loan, childcare assistance/ vouchers
  • Generous Annual Leave (including a day off for your birthday)

To apply please send in your CV and cover letter explaining why you are interested, why we should meet you and your salary expectations to gl.recruitment@gl-assessment.co.uk