Small Business Service Relationship Manager (12 Month Fixed Term Contract) – London

Overview

  Small Business Service Relationship Manager (12 Month Fixed Term Contract) – London 

• Identify and map all (funded and non-funded) local, regional and national business support provision available to small businesses. 
• Account manage and support service providers to be added to a centralised database, ensuring accuracy of information is uploaded and their organisation details and provision details are kept up to date.
• Work closely with the Service Delivery team/Business Support Managers to ensure that the service provider database reflects the needs of the small businesses.
• Maintain regular contact with the service providers, feeding back any issues or challenges and working collaboratively to address them.
• Manage relationships with other key partners and stakeholders including public, private and not-for-profit organisations

Key Tasks 

• Support with the identification, onboarding, and monitoring of new service providers. 
• Cultivate, nurture and manage the relationship with service providers to ensure open and trusted channels of communication.

• Identifying any gaps in service provision, ensuring this is recorded, cascaded and solutions identified to plug any gaps.
• Taking ownership to continuously improve the service provider database for all stakeholders.
• Handling the day-to-day activities of the service including deputising for the Senior Managers of the team when required. This may include attending meetings, networking events being on panel discussion and delivering presentations. 
• Playing an active role in updating the service provider strategy by identifying new service providers and developing a strategy for engagement.
• Proactively seeking out opportunities to promote the work that we do, increase the visibility of the service, acquire new service providers and field any opportunities to the relevant Business Support Managers.

• This is an outward-facing role, where the postholder will nurture and develop relationships with public sector organisations, key partners, and stakeholders, sharing best practice, knowledge, and insights.
• Oversee the ecosystem of business advice and support provision at local, regional, and national levels, with a particular focus on public sector impact and alignment.
• Collaborate with other London & Partners Small Business Service teams and organisational directorates to prevent duplication of efforts and identify opportunities for collaboration by sharing contacts and resources.

• Keep the Small Business Service directorate and wider organisation up to date when new service providers have joined the database.
• Contribute to any internal or external communication relevant to our SMEs, partners or stakeholders.

• Ensure all records of clients are meticulously kept up to date and accurate.
• Monitor survey responses from the service users, ensuring information captured is shared with the wider network to support continuous service improvements.  
• Maintaining required data into the agreed reporting system, as soon as appropriate.  

• Be proactive in suggesting service improvement and where practical, take the initiative to make quick and tactical changes to improve the service. 
• Contribute to the strategic direction on the future of Small Business Service. 

• Be focussed on delivering a good service for all service providers, ensuring that their experience of working with the London & Partners Small Business Service is positive. 

• Take an active role in developing and monitoring the services offered through regular consultation with service providers, seeking their views on improvements to the service. 
• Carry out research on good practice in the field of business support services, and undertake training identified through supervision and annual appraisal processes to implement knowledge and skills acquired.
• Work closely with the CRM team to report any maintenance issues relating to the service provider database.

• Ensure that a high level of confidentiality is always maintained and that both service provision and record storage comply with the latest data protection regulations.  
• Maintain complete, accurate and up to date client records as appropriate, including entries into nominated management information and client management systems. 

• To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training/development activities including the company’s performance, development, and review scheme.  
• Ensure that all duties and responsibilities are discharged in accordance with the organisation’s policies and procedures, Code of Conduct, and relevant regulations and legislation. 
• To comply with the organisation’s equal opportunities and diversity policies ensuring anti-discriminatory practice within the service area.   
• To undertake additional duties that may arise from time to time commensurate with the grade of the post.  

You’ll have/bring 

• Strong interpersonal and communication skills, with the ability to engage and influence clients effectively. 
• A proactive and results-driven mindset, with a focus on client satisfaction and achieving objectives.
• Excellent problem-solving skills.

• Proven experience in account management, including developing strong client relationship, with a focus on public sector accounts.
• Extensive knowledge of the business support landscape, with demonstrable experience of working cross-sector with local, regional, and/or national organisations. 
• Knowledge of CSR and Social Value with an understanding of how L&P can work with partners to access these opportunities.

You’ll Get 

• To join a fast paced, flexible and inclusive social enterprise
• Hybrid working environment
• 30 days’ holiday in addition to UK public holidays 
• Excellent employer pension contribution and Medical Cash Plan