NHS LPP has designed a new vision and strategy that better responds to our customers achieving maximum value and savings in the current challenging NHS landscape. The new strategy puts enhanced customer service and engagement, category management, bespoke solutions and supplier relationship management at the heart of what we do. As a result, the customer team have a newly created Account Officer post.
Reporting to the Account Manager, the account officer will play a vital role in the business success of NHS LPP. The post holder will support on providing better engagement and business intelligence, as well as develop existing and new business opportunities for NHS LPP, meeting NHS LPP Steering Board agreed savings and revenue targets.
This will be a multifaceted role with responsibility for the health of customer relationships, as well as driving existing and new business growth. The postholder will work across all NHS LPP category experts, other departments, and the customer team to ensure that members' requirements are met with a well-considered approach in line with the customer journey and business strategy. The postholder will stay on top of the current landscape to highlight business and service critical customer and competitor information. The postholder will input into developing resolution strategies with category experts that ensures NHS LPP's continued service improvement and competitive edgeMain duties of the job
Represent NHS LPP as a progressive, proactive, responsive and innovative organisation with a purpose to improve peoples' lives through the delivery of best in class procurement, with an ambition to reach 'world-class'.
Develop and maintain strong relationships with NHS LPP's customer base, working at all levels including senior, c-suite level.
Analysing trust spend data and developing bespoke reports. Presenting these reports at a senior trust level across our customer base.
Develop and maintain strong relationships with staff and colleagues in stakeholder organisations that will influence growth, and strengthening our customer-base. The post holder forms part of the team that is the first point of contact with external stakeholders and customers and is responsible to manage and uphold the good reputation of NHS LPP at all times.
Line management responsibility and, working with the account management team and the Customer Director, will play an essential part in recruiting new members of staff to the team as and when relevant.
Undertake all activities as requested by the Account Managers, and to raise and manage risks and issues effectively.About us
Do you have extensive customer engagement experience? Are you a professional and driven individual that understands complex stakeholder landscapes? Then this might be the opportunity for you.
Come and join our ambitious customer team at NHS London Procurement Partnership (NHS LPP). Reporting to the Account Manager, you will support our growing portfolio of NHS customers across London primarily, and help to drive a plan to expand our footprint.
It is an exciting time to be part of our industry. Procurement in the NHS, now more than ever, is recognised as a key enabler to deliver savings and efficiencies for the benefit of patients. NHS LPP responds to these needs through our category experts, and the customer team is at the heart of aligning our customers' needs with category and organisational priorities.
You will play a key part in helping to deliver our vision and ambitious customer plan through your proven track record of developing excellent and longstanding customer relationships that result in increased customer retention and growth.
This multifaceted role will form part of a customer, marketing and communications team, supporting the Account Manager to shape and manage our customer proposition and service.
You will work across category teams, other departments, and the customer team to ensure that members' requirements are met with well-considered and managed account plans.Job descriptionJob responsibilities
Plan and develop account plans for the organisation in line with the business and customer requirements and LPP category specialist teams, working closely with the relevant teams to ensure campaigns meet the brief.
Manage account plans that underpins both growth, retention and drivers for engagement and reputational growth, whilst ensuring that the mechanisms for growth include current customer and competitor analysis.
Support NHS LPP to become a centre of procurement excellence within the health economy and across the wider public sector by ensuring customers and the market understand the NHS LPP value proposition in order to influence buying decisions.
Keep abreast of current trends in account management and incorporate into engagement ideas to ensure the NHS PP is portrayed in a relevant and innovative way.
Represent the customer voice and provide competitor Intel in the development of NHS LPPs value proposition to all departments across a Trust, specifically with Procurement, HR, Estates, Digital and project teams.
Develop strong relationships with existing customers as well as connected stakeholders across the wider service to build NHS LPPs reputation and strategic position.
Ensure account review meeting presentations, data and invitations are delivered within the agreed timescales.
Ensure all internal reports accurately reflect stakeholder engagements and are published across the NHS LPP teams.
Take responsibility for all account related communications including leading the procurement forum and assigned workshops.
Take a proactive and resilient approach to ensure all agreed customer actions are delivered within the agreed timescales, whilst escalating deliver risks at the earliest opportunity.Person SpecificationEducationEssential
- Masters degree or equivalent qualification with relevant experience and exposure
- Member of a relevant professional body
- Evidence of continuing professional development
- Highly creative and detail orientated
- Strong administrative management skills in communication, team working and negotiation.
- Good understanding of HR policies and experience line managing teams (as appropriate)
- Highly developed analytical skills with the ability to deal with, analyse, compare and interpret complex data to demonstrate ROI
- And the ability to generate reports from complex data sets
- Excellent planning and organisational skills
Employer detailsEmployer name
- Relevant experience gained in developing successful stakeholder engagement plans in the NHS, public or private sector working alongside the public sector at a senior level
- Extensive experience developing and delivering customer account and project plans
- Demonstrable experience in developing strategic account plans with robust measurement metrics and customer segmentation.
- Experience in translating highly complex, sensitive and specialist information into ? compelling and dynamic customer value proposition and customer propositions and presentations.
Guy's and St Thomas' NHS Foundation TrustAddress
Guys & St Thomas
India House, 45 Curlew Street
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