We exist to create positive change for people and the planet. Join us and make a difference too! Purpose of the Position To manage and maintain Customer Relationships by: Managing client certification and timely booking of audits in accordance with BSI KPI Timely Response to client inquiries in line with BSI Client Promise To promote BSI products and services to new and existing customers To position the BSI value proposition, how BSI products and services can enable organizations to improve by Making Excellence a Habit To deliver the ethos of Making Excellence a Habit through the provision of responsive and proactive client service, effectively handling and closing inbound contact from internal and external customers. Key Responsibilities & Accountabilities Key Account Management: Manage Key Accounts from planning to certificate issuance Issue proposals to existing clients as and when required. Implement the Keep the Client Programme Operational functions: Ensure that a prompt, friendly, and professional service is delivered to our customers, both internal and external Maintain an effective interface with the interested parties to ensure an effective client journey from client boarding (initial certification phase) to maintenance of the certificate (continuing assessment and recertification) Manage existing client system certification through an advanced notification on audit due and plan for the audit in accordance with BSI KPIs, policies, and procedures Carry out planning activities with consideration of accreditation requirements, BSI procedures, efficiency, and profitability Respond to inquiries from customers and field-based personnel to ensure prompt completion of all administration and planning activities Ongoing customer care calls to clients once certification has been achieved Maintenance of client details and files in SAP/PG (from registration/creation of SMO to issuance of certificate and monitoring of audit frequency / due date). New client set-up in SAP, Process SAP, PG requests, planning & certificate workflows in line with agreed KPIs, Certification review processing, and certificate issuance Undertake specific project work as required to meet the changing needs of the business. Take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers in order to prevent escalation into a complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded Driving Force - Identify opportunities to grow the business through communicating relevant products and services to existing clients Act as a brand Ambassador for BSI. This means acting ethically, following company rules, and promoting BSI Key Performance Indicators 100% Achievement of individual and team targets (revenue, delivery days, profit margin) At least 4 months of advanced booking Achieve Driving Force Leads Generation KPI Customer satisfaction (>90%) Customer care call (at least 2 calls to key clients outside their normal audit frequency) Attrition Response time to customer inquiries or concerns within 24 hours. About Us BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments. Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs. Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world. BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.
