Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm 
Location: Home based with travel as required 
Salary: Up to £50,000 per annum, depending on experience 

As Head of Client Relationships, you will oversee and develop Medigold Health’s Alcohol & Drug client portfolio, ensuring strong client relationships, commercial growth, and exceptional service delivery. This is a strategic role that requires a proactive and organised individual with a strong background in client relationship management within the alcohol and drug testing sector.

In this role, you will be responsible for maintaining and strengthening client relationships, managing contracts, overseeing service delivery, and driving commercial success. You will act as the first point of escalation for client queries, ensuring high levels of client satisfaction and retention. Additionally, you will support and develop the Client Relationship Management team, fostering a high-performance culture and leading training initiatives to enhance their skills.

The ideal candidate will have excellent communication and influencing skills, a strong understanding of account management, and the ability to manage multiple priorities effectively. As this role involves remote working and travel, you must be highly self-motivated, organised, and able to build strong relationships both internally and externally.

If you have a passion for client relationship management and a proven track record in the alcohol and drug testing sector, we’d love to hear from you!

Main Objectives 

• Overall contractual, commercial and relationship management responsibility for Medigold Health’s Alcohol & Drug client portfolio.
• Retention and growth of the client portfolio in line with agreed business requirements and targets.
• Development of effective strategies to manage relationships, both existing and new, by anticipating client needs and facilitating superior quality services.

Specific Responsibilities 

Client Duties

• Ownership of the first line of client complaint or query escalation from Relationship Management teams.
• Evidence that a regular meeting and contact strategy is in undertaken with all clients within the client portfolio.
• Create and maintain a department Risk Register.
• Evidence that Client Account Plans are created, maintained, and executed for each contract within the client portfolio.
• Support strategic level client meetings and issue resolution.
• Undertake monthly complaint reviews with the Customer Care team, reporting output.
• Ownership of monthly client successes and risks report.
• Ownership of monthly client retention report.
  

Commercial Duties

• Evidence that the contracts of all clients within the portfolio are maintained in force and are documented within Medigold Health’s systems.
• Ensure that aged debt objectives are reviewed and actioned monthly, providing a progress report to the Client Relationship Director.
• Evidence that that client pricing is maintained within Medigold Health’s systems in accordance with each client’s contractual terms.
• Evidence that annual revenue forecasts are made, communicated, monitored for each client consulting with Finance team as required.
• Monitor actual client spend against forecasts challenging Relationship Managers on shortfalls.
• Create and maintain an unprofitable account action plan to be shared monthly with the Client Relationship Director.
• Create, monitor and report on a general cross sell plan for the client portfolio, reporting progress to the Client Relationship Director.
• Oversee the payment of agreed commission to the Relationship Management team in collaboration with the Sales Director.
  

Additional Duties

• Management of agreed Client Relationship Managers deliverables.
• Undertake monthly 121s with each team member, with output saved centrally.
• Upskilling of the Relationship Management team via a rolling training programme to include communication, commercial, and product awareness competencies.
• Development of Salesforce account structure, content rules, and QA.
• Implement and deliver ongoing training and development for the Relationship Manager team.
• To lead in setting and continually improving team ownership of accounts, professional standards and knowledge via KPIs.
• Act as the lead for the Relationship Management department within projects, ensuring team members meet agreed deadlines.
• Motivate the Relationship Management team engendering teamwork and a positive attitude to challenges.
• Maintain and update market knowledge and commercial awareness through internal and external relationships.

Requirements for this role

• Higher education qualification or equivalent.
• Minimum of five years’ experience of Client Relationship Management within the alcohol & drug testing sector.
• Experience in healthcare sales or account management desirable.
• Strong communication and presentation skills – must be able to communicate efficiently to all levels of internal and external stakeholders.
• Excellent relationship management skills – must be able to build and maintain relationships with senior managers, directors and key client stakeholders.
• Influencing – must have the ability to influence key decision makers internally and externally.
• Time & diary management – must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings and Medigold Health sites were required.
• Excellent knowledge of Outlook, Word, Excel and PowerPoint is essential.
• Experience of Salesforce is desirable.
• The ability to work under pressure and meet multiple deadlines in line with client and business requirements.
• Must have full and clean driving licence and be willing to travel.