About Edgecumbe

Edgecumbe Consulting Group is an established owner-managed business psychology consultancy with over 25 years’ experience focusing on improving leadership, not just leaders. We partner with our clients to build a more resilient, adaptable organisation through in-depth insight and expert advice. Our purpose is to exist to improve leadership because a better world needs better leadership.

We operate for the benefit for everyone, not just our shareholders. We fiercely care about providing excellent service for our clients, looking after each other and our impact on the wider community.

We are a friendly, fun and passionate team with a fabulous culture revolving around our values:

  • We care.
  • We continuously innovate.
  • We uphold quality.
  • We help people thrive.

Statement of purpose

  • Based within our Research & Analytics division, you will play a key role in assisting with the launch of our sophisticated market-leading partner platform for our employee engagement service and will work alongside our consultants to establish and develop excellent client relationships.
  • Manage and coordinate the day to day running of Edgecumbe’s employee engagement surveys, proactively supporting the consulting team to sell, plan, manage, administer and deliver survey projects for clients.
  • You will proactively and professionally ensure a high-quality service to help clients build great cultures and make smarter people decisions.
  • We believe in the power of teamwork. You’ll work closely with a supportive, talented, and passionate team that values each other’s contributions.
  • You will make a difference, as a key contributor to meaningful projects that positively impact our clients and their organisations. Your work will contribute to creating better workplaces and enhancing employee wellbeing.

Key responsibilities

  • Assisting our consultants in growing and retaining a portfolio of clients, through identifying clients’ needs and opportunities to help.
  • Onboarding new clients and setting up our platform based on their unique structure, challenges and goals.
  • Supporting in the design and optimisation of the client journey and onboarding processes.
  • Monitoring key client metrics to spot churn risks or opportunities for expansion.
  • Maintaining client success metrics and data.
  • Nurturing a strong working relationship with our platform partner, through proactive and effective communication.
  • Building excellent relationships, becoming a trusted advisor and ensuring our clients meet their goals by helping them to use platform features and by sharing best practice.
  • Providing training to help empower clients to launch their own surveys and get maximum value from using our platform.
  • Responding to client queries and taking ownership of any issues.
  • Building and deploying surveys, mapping data and optimising the user experience for both the surveys and results dashboards.
  • Completing administrative tasks on our partner platform like employee data uploads, testing, updating contact details, pulling reports, setting up dashboard users, etc.
  • Ensuring the accurate and timely recording and administration of all work and opportunities, including contract renewals and invoicing.

Professional behaviours and abilities

  • Client/customer focused: motivated to help clients/customers realise their goals and solving their problems.
  • Highly organised: able to juggle multiple projects and work with short deadlines and manage time effectively.
  • Commercially minded: able to measure your progress through retaining and growing client accounts.
  • Strong attention to detail ensuring client projects run smoothly.
  • Analytical and pro-active thinking – able to take ownership of tasks.
  • Professionalism and ethical behaviour.
  • Good with numbers: with the ability to understand and interpret data.
  • Tech savvy: a fast learner and excited by platform development.
  • Have a growth mindsight: able to offer ideas where processes can be improved and drive your own personal development.

Qualifications, skills and experience

  • Essential qualification: Bachelors’ degree level.
  • Essential qualification: A level or equivalent level of education (e.g Apprenticeship / BTEC) (being astute with the ability to learn quickly and potential to grow beyond this role are key).
  • Essential qualifications: good Maths and English GCSE grades.
  • Essential skills: Strong MS Office skills, including Excel, Word, PowerPoint and SharePoint skills including input and manipulation of data.
  • Essential experience: At least 3 years’ work experience in a client facing role.

Location

We operate a hybrid working approach allowing you to have a base in our central Bristol office whilst flexibly mixing homeworking based on client and team demands. During your initial training period you will work more frequently from the office than in the longer term, as we value the positive aspects of getting to know you, and training you, face to face.

Hours

Full time (37.5 hours per week) working Monday to Friday. Hybrid working, flexible working patterns possible.

Benefits

  • 23 days holiday plus public holidays, rising by one additional day per year up to a maximum of 28 days holiday plus public holidays.
  • Up to 5% contributory pension.
  • Bike to Work Scheme.
  • Onsite gym (discounted rate).
  • Discounted bus travel.
  • One paid volunteering day per financial year.
  • Matched charitable donations scheme.

How to apply

  • Please send your CV and a covering email explaining your interest in, and suitability for, the Client Success Manager position to hr@edgecumbe.co.uk.
  • As a company wishing to employ individuals from diverse backgrounds, we encourage and welcome applications from all backgrounds.
  • We will review applications as they come in and screen call suitable applicants. If you are interested in the role, please submit your application as soon as possible.
  • Interviews will be held during June 2024.
  • Ideal start date ASAP.
  • NO AGENCIES please.
  • You must have the right to work in the UK, we will not sponsor visas.