Service Experience Senior Manager

Licensed sponsor Coventry Full-time Posted 1 week ago

Contract Type: Permanent

Location: Midlands, Coventry (HQ)

Salary: Competitive on experience

Hours: 40 hours per week

Embark on an exciting career to protect our natural environment and enhance biodiversity.

THE ROLE

We’re looking for a Service Experience Senior Manager to join our team throughout the UK. As a people-focused consultancy, you’ll receive all the support you need to develop as and individual and grow your career.

Middlemarch celebrates diversity and inclusivity in the workplace and is committed to providing fair and equal access to opportunities for all candidates.

SKILLS AND EXPERIENCE

You’ll step into a role that sets the standards, pace and framework within which the Service Experience team operates, taking ownership of proposals and projects that meet agreed thresholds, and have a leading role in reaching out to key customers to enhance their experience.

Your responsibilities will include

Proposals Management – overseeing the workflow which generates fee quotations for the business, setting and maintaining the standards, processes and quality control.
Maintain thorough understanding of Middlemarch’s range of products, services and fee structures.
Oversee maintenance and development of the CRM system to manage pipelines, conversion rates and operational resourcing.
Take ownership of proposals and bids which meet relevant thresholds.
Maintain strategic oversight of the operational project administration workflows, ensuring frameworks, systems and processes are fit for purpose and consistently applied.
Take direct ownership of major or complex projects that meet thresholds, ensuring delivery and managing risks.
Monitor projects throughout workflow status.
Maintain RAMS compilation oversight, administration and invoice processing.
Support the sub-contractor and seasonal employee register and govern supply chain relationships.
Support delivery of business support, including premises, fleet, procurement activity, financial administrations, insurance renewals, and reporting activity to a high standard.
Assist with co-ordination of internal audits, accreditation renewals and ISO compliance.
Maintain day-to-day liaison with the HR function, supporting processes and induction of new employees.
Line manage a Business Manager and Service Experience Associates, providing clear direction, regular supervision and performance management in line with company procedures. Mentor and coach team members to build their commercial awareness.
Support the Service Experience Lead in maintaining a high performing team, and act as peer level cover for the Bid Manager when required.
Identify optimisation opportunities and implement improvements.
Ensure adherence to company standards, policies and procedures, and work with other stakeholders to develop reporting outputs and dashboards.
Pro-actively build relationships with external clients and internal colleagues to drive strategic and day-to-day improvements, recommend and implement actions and improve the team performance.
Support and contribute to the company’s leadership, change management, and strategic development initiatives.
Perform additional tasks within your skillset.

To excel in this role, you should have

Ability to analyse, interpret and apply complex information to support effective decision-making.
Commercial consultancy operation and management, including an understanding of proposals, project delivery and business support functions.
Client development and customer relationship management.
Project and programme management knowledge, including the use of project management systems.
Relevant experience in an operational management role in a growing or changing business.
Experience of managing and developing a team.
Financial management including monitoring of budgets and oversight of expenditure.
Delivering project and programme objectives on time and to a high standard.
Production of management information and reporting for senior stakeholders.
Valid full UK driving licence desirable, but not essential.

Desirable but not mandatory

Formal qualification in a relevant environmental or business discipline at first-or second-degree level.
Membership of a relevant professional body, such as CMI, ILM, APM or equivalent.
Knowledge of natural environment consultancy products and services, including an appreciation of seasonal constraints.
Business operations management across diverse and distributed teams.
Experience of Bitrix24 or equivalent CRM/project management systems.
Understanding of bid management processes and public sector procurement.
Familiarity with fleet, premises or facilities management.
Experience in an environmental or ecological consultancy business.
Experience managing fee proposals or submissions in a commercial consultancy context.
Key account or supply chain management experience.

ABOUT US

With a legacy of over 30 years, we are a leading natural environment consultancy. Our commitment lies in helping businesses and landowners across diverse industries to protect the natural environment, champion and restore biodiversity, and combat climate challenges. Through innovative solutions, we empower clients to meet their environmental commitments, achieve positive and sustainable project outcomes, and connect with the natural world.

We’re embarking on a new strategy that puts the enhancement of the natural environment at its core. This strategy will be delivered by our team of over 100 natural environment professionals and support staff throughout the UK, helping our clients to navigate a rapidly changing legislative and policy landscape while safeguarding the environment, enhancing biodiversity, and combatting climate challenges.

As we embark on this exciting journey, we’re looking for passionate senior level applicants to join our dynamic team and become a part of our biodiversity-positive legacy.

That’s not all. Every year, we give back to nature by investing our profits in our local Wildlife Trust. Our investment supports the valuable work they undertake, to bring wildlife back and to help people act for nature.