Bristol
About The Role
Reporting into the Field Team Manager and working alongside the mfldirect Relationship Manager team the key responsibility of this role is to manage a portfolio of established high-volume buyers across the two sales platforms of mfldirect.co.uk and mfldirectauction.co.uk.

As a Bespoke account manager, you will be responsible for all aspects of account management including the delivery of condition related claims outcomes, credit increase applications and general account enquiries. You will also be involved in the generation and distribution of bespoke reports across your portfolio. A successful team member will look for efficient ways of working and encourage all customers to ‘self-serve’ using the many facets of the Dealer Portal. You will also be required to promote the use of mfldirectAuction where compatibility is evident and offer best-practice training to help create strong, efficient and engaged relationships across both platforms.

It is important to understand that this is an Account Management role and therefore there are multiple productivity targets to be met including Call Quality.

The customer base within the Bespoke Team is typically our larger buyers including the large PLCs, large regional franchise dealer groups and large national independents who purchase regularly. By building relationships with these customers and understanding how we can work with their business better, it is the role of the Bespoke Team to maintain their purchasing volumes and look for opportunities to increase sales volumes where appropriate and improve account efficiency.

To be successful you must be able to manage our customer’s expectations and can adapt your approach to a wide variety of customer types as well as offering support in our customers daily needs.
 
Hours

Maternity cover – 12 months

Full time role – 35 hours a week, working Monday to Friday.
Within a team of four people we have the requirement to cover core hours of 08.00-17.00 as follows - two people are required to work 09.00-17.00 whilst two people will work flexible shift hours and this rota is alternated weekly. It may be that holidays require the flexible shift to work 09:00 – 17:00.

Flexi-shifts and start and end anywhere between 08.00-18.00 as long as a 7-hour working day is completed. Extended hours including longer lunch breaks are allowed on flexi-shifts, allowing for example, lunch time exercise / going home and walking the dog.

Until we define our future ways of working you can work from either the office or home (providing this is suitable) but in the long term you should expect a blended approach of both office and home working.

About You

• You must be prepared to work to challenging targets based around sales growth, booking field team meetings, and accountable productivity stats & meeting project deadlines
• You must have the tenacity to challenge customers and be pro-active in finding ways to develop engagement in your customer portfolio.
• You need to show that you can be persuasive and influential, especially with your customer portfolio.
• You love talking to people, being constantly challenged, working as part of a team, and finding ways to overcome barriers and objections.
• You have experience of a phone-based role, ideally (but not essentially) managing a portfolio of customers.
• Ideally you will have previous B2B account management or sales experience, motor trade experience is an advantage but not essential
• You will need to be organised, determined, and resilient.
• You will have an interest in understanding sales more, and what motivates customers to buy.
• You’ll have a good understanding of how to organise and structure your day, without having a rigid structure already made for you. You should also have a very good understanding of how to communicate very clearly with customers over the phone and be able to deliver a difficult message.
• You will be good at using questioning techniques and the ability to build strong relationships.
• You will thrive on being part of a close-knit team and keen to help and support others.
 
Minimum Criteria
• You will have previous B2B account management or sales experience
• Experience of working in a customer facing role
• Proficient PC, internet and telephone skills
• Strong written and verbal communication skills
• Ability to structure and manage your own day

About The Company
The purpose of this team is to engage and manage with the Bespoke customer base, to develop their engagement with both platforms and our product. The team spend around 75% of their day on reactive work based around the customer’s immediate needs and delivering outcomes on damage claims for purchased vehicles. The remainder of your time will be spent seeking out growth opportunities, developing and educating customers and delivering on project work.

The team is very collaborative, working together to share knowledge on how best to engage with customers. Most of the workflows and processes used by the team to structure calls in to their portfolio have been designed and implemented by the team itself. There is a real creative element to the role and thinking up new ways of working is encouraged. We are free thinking and quick to change and react.

We pride ourselves on our outstanding service we give to our customers, our attitude towards change, and our creativity in finding new ways to drive change.

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