Career Opportunities

Title: Senior Account Manager/Account Manager

Reporting To: Account Director

To: Manage direct relationships with your clients, being proactive and responsive, building long-term partnerships. Supporting your Account Director on all matters relating to growing and maintaining commercial relationship with our clients.

In a way that: Is efficient, consistent, and effective leading to exemplary feedback from clients and internal/external stakeholders and ensures Woods Valldata meets its overall sales and margin targets

So that: Woods Valldata has an Account Management offering which is proactive, efficient, and acknowledged as sector leading.

 Overarching priorities:

• Client Relationships – build strong client relationships at senior level and be a key point of contact for your clients raising any client concerns with your Account Director
• Retention – promote client retention by ensuring clients are receiving first class Account Management and wider business support monitoring any material client dissatisfaction and raising concerns to your Account Director
• Sales Focused – identify opportunities within your clients for sales growth and supporting your Account Director to deliver new sales opportunities from existing clients
• Client Meetings – Prepare & leadQBR meetings, ensuring relevant agendas, and that actions and issues are captured and actioned in a timely manner
• Pricing – ensure client pricing is accurate and up to date, with any new services quoted correctly following (where appropriate) the ATO process.
• Billing – Complete client billing monthly within ASSE ensuring it is accurate and produced in a timely manner. Review and ensure accurate monthly billing from Jupiter immediately raising any inaccuracies.
• Forecasting – ensure the various revenue and volume trackers are always up to date

reviewing them a minimum of monthly and reporting material variances to your Account Director

• Client SLA’s – ensure where client SLA’s fall below the agreed target that you liaise with internal departments to ensure corrective action is being taken to remedy the issue. Proactively communicate to the client so that the client is clear on our corrective action plan until the issue is fully resolved, keeping them up to date at all times

Detailed priorities:

• Provision of accurate and up to date quotations for each campaign, ensuring quotations match the campaign brief prior to submission to a client

• Preparation and submission of final quotes to the Finance team for invoicing
• Ensure internal WV departments get accurate and timely detail of all (inbound & outbound) campaign timings, volumes, and specific requirements ensuring all campaigns are entered on to the Campaign Calendar
• Material changes to client briefs are reviewed with the Account Director or relevant internal team
• Ensure all outbound production work is internally scheduled (Campaign Calendar & Production Schedule) and that clients are issued with a client schedule with all key dates
• Management of adhoc requests for stock that require pricing
• Take responsibility for proactively dealing with client issues and problems before escalating to the Account Director.
• Be an active conduit of feedback between Woods Valldata and your clients.
• Where appropriate, working to understand the broader organisational structure of your clients and identify key influencers, budget holders and decision makers outside of your direct points of contact.
• Cement your position as a key supplier contact within each of your clients’ organisations.
• Attendance at client meetings where required (on or offsite) including (where necessary) status calls
• Contribution to QBR stats as required
• Record and submit billable activity in line with agreed processes for invoicing.
• Completion of month end billing
• Preparation of campaign debrief information for QBRs
• Preparation and completion of Raffle End of Campaign costs, Raffle GC Returns and Lottery GC Returns
• Internal management of incidents as per the WVD Incident Management Process

Other priorities:

• Ensure you understand and follow the company policies with regards to System, data and physical security at all times
• Ensure you understand and follow the company policies with regards to Health and Safety at all times
• Ensure you understand and follow the company policies with regards compliance with PCI and GCRTS and other relevant standards
• Ensure you understand and follow the company Standard Operating Procedures where they exist.
• Confidentiality – is professional and confidential always, conducting yourself with integrity in all matters relating to the company its information, reputation and its employees and clients
• Values– to uphold and demonstrate our company values, we are one team, we take ownership, we believe in people, we show integrity, and we strive for the highest standards

Whilst particular reference is made to the above procedures it is a stipulated requirement that an awareness and compliance is necessary with all relevant Woods Valldata Group Policies and Procedures.

Skills and experience:

• Minimum 4 years account management experience
• Proactive and focused on exceeding clients expectations
• Excellent interpersonal and communication skills – able to converse comfortably with all levels of staff and clients, including over the telephone and face to face
• Client-orientated with a clear understanding of the business environment and the Company’s goals
• Accustomed to multi-tasking, working to deadlines and effectively prioritising work with competing deadlines
• Strong organisation and problem-solving skills
• Strong computer literacy
• Exceptional attention to detail
• Reliable, organised, self-starter who consistently meets deadlines
• Ability to remain calm and measured in pressurised situations
• Able to work independently and as part of a team

Title: Campaign Manager

Reporting to: Campaign Operations Manager

To: Ensure the smooth, timely and successful delivery of fundraising campaigns (inbound and outbound); act as the main point of contact for all campaign and operational matters specific to designated accounts

In a way that: Is client focussed and responsive.

So that: Campaigns are briefed into the internal teams with clarity, accuracy and without ambiguity to ensure “right first time” set up and processing of all jobs.

Key priorities:

• Campaign Management – delivery of campaigns on time and to client and internal expectations
• Partnership with Campaign Executives – collaborate and support as one team on designated client accounts
• Client retention – by offering proactive, exemplary service standards to all clients
• Query resolution – client-focussed when dealing with queries/questions either raised internally or directly by the client

General priorities:

• Support Campaign Operations Manager as required in and around the following areas;
  • Training of members of the team
  • System, data and physical security within the department
  • Health and Safety of all departmental areas
  • Organisation and resourcing of the team
  • Compliance with PCI and GCRTS and other relevant standards
  • Continuous improvement initiatives
  • Representation of the Projects and Campaign Operations team in both internal and client-facing situations
• Participate and take an active role in meetings, offering opinion, and helping lead debate
• Work closely and collaboratively with the other teams
• Ensure that all working practices are carried out within agreed standard operating procedures
• Document ways of working and ensure the relevant documents are maintained and updated as appropriate

Departmental priorities:

• Thorough understanding of a client’s campaign requirements, prepare briefs and distribute to relevant internal teams on time
• Proactively monitor and manage agreed campaign schedule to ensure milestone dates are met
• Completion of campaign segmentation matrices
• Ensure material changes in volume or phasing of activity is fed back to the Account Management team for review and adjustment as necessary
• Managing campaign related feedback between internal teams and clients where required
• Investigation and resolution of queries/tickets raised by clients
• Completion of campaign health checks
• Regular review of outstanding tickets for designated client accounts and escalation to appropriate Team as necessary
• Ownership and update of client operational specifications
• Client Subject Matter Expert (SME) for internal teams on operational matters
• Management, organisation and co-ordination of client status calls
• Attendance at client meetings, as required
• Monitoring of client stock levels and re-ordering of existing stock (including quotations) as necessary
• Management of raffle draws
• Maintaining Royal Mail Freepost Information
• Provide relevant client feedback to Account Management where opportunities known and to maximise revenue from each client
• Preparation of campaign debrief information for QBRs
• Internal management of incidents as per the Woods Valldata Incident Management Process
• Record billable activity for tasks completed
• Ensure that all working practices are carried out within agreed standard operating procedures
• Flexibility to work within other areas of the wider Campaign Operations Team, if required

Whilst particular reference is made to the above procedures it is a stipulated requirement that an awareness and compliance is necessary with all relevant Valldata Woods Group Policies and Procedures.

Skills and experience:

• Min two years’ working in a client facing role
• Excellent interpersonal and communication skills – able to converse comfortably with all levels of staff and clients, remotely and face to face
• Client-orientated with a clear understanding of the business environment and the Company’s goals and values
• Accustomed to multi-tasking, working to deadlines and effectively prioritising work with competing deadlines
• Strong organisation and problem-solving skills
• Strong computer literacy
• Exceptional attention to detail
• Reliable, organised, self-starter who consistently meets deadlines
• Ability to remain calm and measured in pressurised situations
• Able to work independently and as part of a team
• Comfortable working with evolving processes and procedures

Title: Print Finisher

Reporting To: Production Manager

Job purpose: To ensure all aspects of finishing for each job role are produced to the correct specification and the Job Briefs are followed correctly.

Operating different machinery within the production team (full training giving) such as guillotine, folder, lasering machine, enclosing machine.

In a way that: Finishing Operations don’t incur any issues with the print or stock supplied from each process.

So that: our clients (charities) and their charity supporters receive the correct correspondence for the relevant campaign.

Key priorities:

• To have a full understanding of all the quality procedures related to each finishing Process.
• To know and understand the entire operational requirements of the assigned machine.
• To be fully aware of the required production dates and timings of each campaign.
• If the machine is not running to optimum speed or optimum quality highlight the issue to the Production Manager.
• To work towards achieving zero defects and look for ways of reducing waste.
• Highlight any changes that you think could be made to improve efficiencies within the department.
• If there is anything stopping, you from doing your job you inform the Production Manager immediately.

Departmental Responsibilities:

• Prepare printed materials to be Lasered / folded / Trimmed or Enclosed by reading job instructions to understand all production requirements.
• Setting of Lasering / Folding / Guillotine / Enclosing equipment ensuring you have received the correct job and stock from each department and that you are Lasering/ Folding/Guillotining/Enclosing the job to the correct specification as indicated on the Job bag/Enclosing Sheet/campaign brief & Proof.
• Achieve production and quality standards by monitoring machine operations, detecting any Malfunctions and deviations, adjusting controls where needed during the run.
• On production of the job you will have continually checked that the
  quality is up to the required standard that will not impact
  on the machine operation and have reported any problems with stock supplied.
• Ensure that the completed job from each finishing process is delivered to each relevant department in the timescale allowed and that the quality of work is to a high standard.
• To ensure good housekeeping within your given area at all times.
• You will be expected to undertake training where deemed necessary and to run, or assist in running, other equipment within the department including but not restricted to OCE/Xerox laser printers, Pitney Bowes Enclosing machines, Neopost Enclosing machines & Guillotines.

Hours of Work

Your hours of work will normally be 37.5 hours per week, Monday to Friday.  The nature of this role requires you to be flexible in the hours worked.

Hours 06:00-14:00hrs (5days)

Or

Hours 13:30-21:30hrs (5days)

Or

Hours 13:30-23:30hrs (4 days only)

Person Specification

The ideal person will:

• be flexible and reliable in their approach to work and working hours (as the shift patterns will vary for 3 months of the year during peak periods
• have the ability to work accurately and determine priorities.
• Naturally have good attention to detail.
• be able to show good communication skills with other team members and how they work well as part of a team.
• Work closely with other members of the Production department to ensure efficient work flow and If required, do the same in other departments.
  
  

Desirable Skills

• Previous experience in OCE/Xerox laser printers, Pitney Bowes Enclosing machines, Neopost Enclosing machines, Folding Machines or Guillotines preferred but not required as full training given.

Essential Skills

• Proven experience (minimum 1 year) in at least one of the following machines
  • Stahl Folding Machine
  • Polar Guillotine
  • Canon Laser printing (or OCE/Xerox)
  • Pitney Bowes enclosing

Training will be provided on all machines.

Title: System Analyst

Reporting to: Business Analyst Team Lead

To: Ensure the smooth, timely and successful delivery of business process and technical change specific to designated client accounts. 

In a way that: Is client and service focussed. Delivering its services so that client feedback is exemplary

So that: Woods Valldata has a sector leading client services offering, which is proactive, efficient and acknowledged as sector leading. To ensure customer and internal feedback is exemplary

Key priorities:

• Client retention – by offering proactive, exemplary service standards to all clients
• Query resolution – setting sector standards for both quality and speed

General priorities:

• Support the Head of Projects & Campaign Operations as required in and around the following areas;
  • System, data and physical security within the department
  • Health and Safety of all departmental areas
  • Compliance with PCI and GCRTS and other relevant standards
  • Continuous improvement initiatives
• Participate and take an active role in meetings, offering opinion, and helping lead debate
• Work closely and collaboratively with the other teams
• Ensure that all working practices are carried out within agreed standard operating procedures
• Document ways of working and ensure the relevant documents are maintained and updated as appropriate

Departmental priorities:

• Act as the Lead Business Analyst on nominated accounts
• Run standard changes within the scope of their role
• Conduct investigations into clients’ services, including but not limited to the investigation of data, trend and incidents
• Develop and/or maintain comprehensive service documentation for their accounts, including clients’ operational specifications
• Work with the development and technical teams to scope, manage and implement change
• Act as a point of engagement with the testing team; production of the user acceptance testing associated with their changes
• Acknowledgment of client queries within 24 hours of receipt and solutions provided within agreed timeframes
• Update and maintain communication materials associated with client accounts for use in Woods Valldata
• Provide support to Business Analyst Team Lead on tasks as required
• Ensure that all working practices are carried out within agreed standard operating procedures

Whilst particular reference is made to the above procedures it is a stipulated requirement that an awareness and compliance is necessary with all relevant Valldata Woods Group Policies and Procedures.

Skills and experience:

Essential:

• Minimum 2 years’ experience in a comparable role
• Thrives in a fast-paced, ever-evolving environment
• Experience of directly briefing IT development and Test Teams on requirements
• Ability to liaise with non-technical teams/clients using non-technical language
• Proven success in managing a considerable number of small projects concurrently
• Comfortable liaising with technical teams using some technical language (SQL)
• Ability to read and write SQL to the level needed to interrogate data
• Excellent communications skills
• Excellent Microsoft Office skills
• Exposure to an IT Development environment (2+ years)
• Analytical and numeracy skills
• Self-motivated

Desirable:

• Formal IT Qualification
• Formal Business Analyst Training
• Formal IT Service Management Qualifications (such as ITIL)
• Experience in the Charities Sector