Technical Account Manager
Salary: £35,000 - £45,000 per annum + Benefits
Location: The role is home-based with travel to meet with colleagues and clients (including regular meetings in London).
Job Type: Full time / Permanent
About Us
William Martin, part of the wider Marlowe SRC division, are at the forefront of revolutionising health and safety compliance solutions. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes.
Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.
Join us in crafting a future where compliance is more than just a necessity; it's the bedrock of sustainable and flourishing businesses. William Martin Compliance is not just your safety partner but also your pathway to success.
About the role
You will report to one of the Account Directors but will also work closely with other members of the wider management team.
The purpose of the job is to work with and support the Account Director who is responsible for the delivery of consultancy services to clients through the team of consultants. The Technical Account Manager will be responsible for overseeing the service deliverables and the technical health and safety aspects of individual contracts. The Technical Account Manager will interface mainly with the clients' Health and Safety team, Facilities Managers and with William Martin Compliance Service Directors, Consultants, Technical Managers and the Helpdesk team.
The role will involve a mixture of business administration, client management and health and safety activities.
The Technical Account Manager will be at the forefront of our delivery of a high level, responsive quality service to the client and as such, good communication skills and a 'can-do' attitude are key.
Key Duties:
- Deal with enquiries from clients. Direct client communication.
- Keep the Account Director fully briefed. Be proactive and use initiative to develop client accounts. Attend client meetings / briefings with the Account Director or independently, as appropriate. Produce and communicate agendas and minutes if required.
- Notify the client of any high risk / P1 issues arising in accordance with the client protocol.
- QA reports within SLA and upload to the Meridian data management system. Ensure that reports comply with client protocols, WMC standards, as well as legislative requirements and industry standards. Ensure that any updates to Meridian are undertaken accurately. Feedback to Consultants via Team Managers.
- Co-ordinate with the scheduling team re consultants' visits, use the work-plans / progress reports to check that reports have been uploaded to Meridian within the required SLA. Follow up any absent reports with Team Managers.
- Issue guidance via Client Protocols on common issues, new legislation and guidance, client requirements. Assist in the briefing of the Consultant teams on client specific issues at Consultant meetings.
- Be fully acquainted with the Meridian data management system, Report Writer software and the client specific modifications to these systems. Co-ordinate with the Meridian software team to resolve Report Writer issues. Work with the Development Team as appropriate to enhance Meridian or Applications for the client.
- Liaise with the client and Service Directors to maintain client-specific risk assessment control standards and responses on Report Writer.
- Coordinate with other Consultants to ensure consistency across the company. This includes liaising with Fire Consultants for advice on fire queries.
- Support Consultants, particularly new starters in gaining knowledge of client accounts. Accompany new starters on visits. Help to identify Consultant skills / training requirements.
- Assist in production of monthly client reports. Produce and analyse regular and ad-hoc reports of actions raised by consultants across each client, for example. Identify any significant trends or patterns and identify appropriate recommendations.
- Deal with any helpdesk tasks assigned, maintain full notes on the system and ensure satisfactory completion. Monitor the weekly helpdesk follow up any tasks not completed within the SLA.
- Interface with internal development (IT) teams on enhancements to software systems for H&S.
- Update client specific training materials, as required, to reflect changes in legislation, changes to client policies and procedures etc. Assist the Account Director in reviewing the quality of the content and delivery of training; both online and face-to face.
- Liaise with the Training Administrator regarding the planning and scheduling of client training; both online and face-to-face. Assist in the delivery of training to client staff on use of the Meridian system (face-to-face and via Web-Ex) and possibly face-to-face health and safety training (dependant on experience).
- Undertake health and safety consultancy activities as required.
- Assist where required to develop WMC internal safety systems and processes.
- Assist in mobilisation of new client contracts.
What you will need
Essential
- Candidates should hold the NEBOSH General Diploma, or equivalent
- Minimum of 3 years' experience advising on health and safety.
- Excellent IT Skills - Microsoft Office and other collaborative working systems is essential, specifically Excel, PowerPoint and Word.
- A pro-active approach to problem solving - planning ahead to foresee potential issues and taking personal responsibility for completing tasks.
- Good interpersonal skills
- Ability to work autonomousl