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Partnership Support Executive
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Partnership Support Executive
We are seeking a proactive and organised Partnership Support Executive to support our Strategic Partnerships team and help ensure the smooth delivery of services to our Clients.
This is a client-facing role combining strong administrative and organisational skills with proactive Client engagement. You will support effective account management, coordinate day-to-day partnership activity and help identify opportunities to improve service delivery and the overall Client experience.
Working closely with the wider Strategic Partnerships team and colleagues across the business, you will help maintain strong Client relationships, ensure actions and commitments are followed through, and support the successful delivery of partnership objectives.
We are looking for someone who is highly organised, confident communicating with Clients and colleagues, and comfortable managing multiple priorities in a fast-paced environment. You will take a proactive approach, have strong attention to detail and be motivated by delivering a high standard of service. Because this is a fully remote role with regular travel, a minimum of two years’ experience working from home is essential.
You must also have a suitable home-working environment, including a dedicated, professional and distraction-free workspace that can be closed off from other household members and interruptions. Working from shared household areas such as kitchen counters, dining tables or dressing tables will not be suitable.
A reliable, high-speed internet connection capable of supporting video calls, online systems and day-to-day remote working is also essential.
Essential experience and capability:
- Strong organisational skills, with the ability to manage multiple tasks, priorities and deadlines effectively.
- Confident and professional communication skills, both written and verbal.
- A proactive approach to supporting Clients and colleagues, with a focus on delivering a positive experience.
- Good attention to detail and the ability to maintain accurate records and follow agreed processes.
- Comfortable working independently, while also contributing as part of a wider team.
- Ability to build positive working relationships with a range of internal and external stakeholders.
- Confidence using standard business systems and software, with the ability to learn new tools quickly.
- A practical, solutions-focused approach and willingness to take ownership of tasks through to completion.
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Additional essential requirements:
- Willingness and ability to travel nationally when required for Client meetings, supplier engagements, industry events and internal sessions.
- Flexibility to vary working hours where reasonably necessary to support business and Client needs.
- Ability to work effectively within a remote working environment and maintain regular communication with colleagues.
- Professional and reliable approach when representing the business externally.
Desirable:
- Previous experience in a customer service, administration, account support, sales support or similar role.
- Experience working directly with Clients or customers.
- An interest in partnerships, property, PropTech or the wider residential property sector.
- Experience working in a fast-paced or growing business.
- Previous partnerships experience is not essential. We are looking for someone with the right attitude, strong organisational skills and a genuine interest in developing their career within Client and partnership support.
Responsibilities
- Support the Strategic Partnerships Manager with growing a portfolio of high growth/high potential accounts assisting with the implementation of new processes and procedures which will maximise usage and revenue.
- Attend Client cadence meetings, both in-person and remotely, recording clear action points and following up on commitments.
- Handle incoming queries from Clients via phone, email, and Live Chat, and assist with bespoke Client work as required.
- Conduct user set-ups and respond to associated Client queries with a professional and knowledgeable approach.
- Build and maintain strong Client relationships through regular checkpoint meetings and independent Client conversations.
- Provide data analysis and insight to support decision-making, Client recommendations, and service development.
- Proactively contribute ideas on how to grow and strengthen existing Client relationships.
- Represent the business professionally during all Client interactions, whether online or in person. Smart presentation and attire are expected at all times.
- Advocate and champion best practices for company system usage including the accuracy of data stored on Veronica, HubSpot and the team SharePoint.
- Ensure that all client interactions and data are accurately recorded and tracked in HubSpot and workflows are set up to optimise outreach and promote inquiries.
- Generate and analyse reports to provide insights into client engagement, helping the team identify trends and opportunities for improvement.
- Maintain an in-depth understanding of Client Terms and Conditions of Service, our range of services, and the different Client verticals we support.
- Identify and escalate Client issues or complaints in accordance with internal procedures.
- Identify and report any technical issues using the correct channels, supporting ongoing system improvements.
- Contribute suggestions and ideas via internal feedback channels.
- Liaise with Product, Finance, Service Operations and Member Operations to improve the client experience and protect company margins.
- Uphold our Company Values in all aspects of your work and communication.
- Provide ad-hoc administrative support to the Director of Partnerships.
- Attend relevant in-person or remote meetings and events as required.
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Please note: these responsibilities may evolve in line with business needs.
Full-time. 40 hours per week. 2080 hours per year.
Core working hours are 9:00am to 6:00pm, Monday to Friday, with a one-hour unpaid lunch break.
You will report to the Strategic Partnerships Manager.
Flexibility
Due to the client-facing nature of the role, reasonable flexibility is required, including varied or additional hours where necessary to meet business needs.
Travel
Regular national travel is required and may include client meetings, supplier engagements, industry events and internal strategy sessions.
Travel and external commitments may occasionally require working outside standard hours.
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