Search Careers at Croner

Job Overview

The role requires you to excel in enthusiasm as part of our client experience team.

Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast membership focused solutions.

Day-to-Day Responsibilities

·         To be the key person for receiving member complaints and retention opportunities

·         To ensure that all member service issues whether verbal or written are acknowledged in line with the complaints procedure

·         To ensure that all member complaints are thoroughly investigated through discussion with the member and appropriate internal staff

·         To ensure that all member complaints are resolved in a timely manner and at all times focused on member resolution and retention

·         To understand all member databases and systems in order to adequately investigate and respond to the member

·         Accountability for obtaining a prompt response to member queries, service issues and requests to cancel

·         Review of member complaints in order to produce an effective handover where applicable to Credit Control

·         Maintenance of member profile including additional sites, change in employee information and undertaking investigations where appropriate

·         To liaise with the Business Development Manager regarding clarification of the members contracted service provision

·         To contact members to activate their account and book the initial appointments with consultations in line with service levels and diary booking guidelines.

·         To receive member and consultant telephone calls and resolve queries, service issues and retention opportunity requests

What you Bring to the Team

·         A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team

·         Ability to work in a fast paced environment

·         Strong time management skills

·         A dynamic and flexible approach, as well as the ability to work under pressure

Job Overview:

To work as part of the Advice team to ensure the department is correctly resourced including short notice cover, highlighting absences to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis.

Day to Day Responsibilities:

·         Be a Customer Service champion by routing calls to the right person or department

·         Listen to the clients needs and set call-backs within timeline

·         Set the expectation for Super Service from your call by letting the client know when we will call

·         Assist with the availability of Advisors using Openscape to review individual codes

·         Take inbound calls to reduce the over-flow and abandon rate for the team

·         Maintain an abandon rate of above 0.60% and an SLA target of above 99%

·         Update holidays, overtime, absence, early/late shifts, working patterns, lunches, out of hour schedules & Christmas and Bank Holiday cover.

·         Update client records and other relevant logs as required

·         Ensure client confidentiality is maintained

·         Establish and maintain efficient working relationships with colleagues and clients

·         Schedule departmental or team training sessions/meetings considering headcount and availability

·         Assist the Management team with daily, weekly, monthly and quarterly reporting

·         Manage the Task-Management diary to ensure correct staffing levels are maintained between teams

·         Ensure annual leave is agreed within the departmental cap

·         Store and maintain the stock of Advisory consumables such as splitters, headsets and webcams

·         Complete all training as required by the required deadline

·         Carry out any other tasks deemed necessary by the Management Team.

What you can bring to the Team

·         Proactive and creative problem solver

·         A willingness to learn and the ability to communicate effectively within the team

·         Ability to remain professional in a fast-paced environment

·         A dynamic and flexible approach, as well as the ability to work under pressure.

·         Excellent attention to detail

·         Excellent organisational and time management skills with the ability to prioritise

·         Always maintain a professional and responsible attitude.

·         Ability to prioritise and work unsupervised as required.

·         Ability to work to precise KPI and SLA deadlines.

·         Excellent communication and written skills.

·         MS Office knowledge and experience.

What Croner can do for YOU:

·         Continuous development from Day 1 – because we like being the best

·         25 Days Holiday + 8 Bank holidays (increases to 28 with service)

·         Your birthday off – how will you celebrate?

·         Regular updates on Employment Law so you’re always up to date

·         Competitive salary framework reviewed twice annually

·         Free EAP for those days when we all need someone to talk to

·         Private medical with BUPA (with length of service)

·         Social Committee to arrange fun events

·         Department budget for a quarterly day out

·         A senior team that listens to and responds to team feedback

·         Career Pathways to develop your skills and support your progression through the business

Job Purpose

Reporting to the Design Manager and feeding into the wider marketing functions, the Graphic Designer will have a wide range of duties and responsibility, from the branding, design, and maintenance of collateral, to assisting the wider digital teams to drive key campaign activity in our acquisition and retention plans for Croner.

The role is dynamic in its approach where a wide variety of Brand and design projects will feed into the overall output of Croner activities.

The role

●        Be the Croner brand ambassador and promoter of the brand.

●        Supporting the development of compelling marketing collateral including case studies, thought leadership, product fact sheets, presentations, and multimedia materials.

●        Complete bi-annual competitor analysis reviews, highlighting key findings and driving Croner future initiatives and activity to remain market leader and a step ahead of our direct competitors.

●        You will understand the landscape in which our services exist, including any client, competitor, legal, technological, and social changes, and matching design activities to this.

●        Analyse the types of customers that Croner wants to target how to attract them. Develop marketing collateral for Croner to better serve the customers we already have.

●        Design of email, social and advertising campaigns.

●        Work closely with the Digital Marketing Manager to monitor web analytics and how results can influence email and social activity.

●        Be the central marketing point for design and delivery of activities to help drive future activity and focus through an integrated approach.

●        You must be comfortable working with various design tools such as adobe suite of tools, E-mail, and social media marketing platforms.

●        Managing the weekly marketing request list and organising your workload.

●        Design of internal communications, including Inside Croner, partnerships and the creation of internal corporate events, liaising with internal client facing teams. 

Job Overview

Timely receipts from clients is essential in maintaining a healthy cashflow and working capital balance.  The primary control around this is ensuring clients are set-up on direct debit.

This role requires you to proactively contact clients via telephone who are not on direct debit as a payment method - either due to them cancelling their mandate or being on invoice from point of sale.

You will be expected to provide excellent customer service when interacting with clients, both highlighting the benefits to them of being on direct debit and also, where necessary, being a conduit between Payments and Concerns to ensure any blockers to reinstating a mandate are resolved.

Day-to-Day Responsibilities

·         To provide excellent customer service in every interaction with a client.

·         Proactively contact clients to either reinstate a cancelled direct debit or setup a new mandate.

·         To act as a conduit between Payments and Concerns to resolve any blockers to setting up a direct debit.

·         Where a client is not willing to set up a direct debit, you will be expected to discuss repayment of overdue debt on their account (if applicable).

·         Ensure data integrity is maintained and where necessary, update contact details on OnGuard and Salesforce to allow for seamless interaction with the primary Finance contact in the future.

What you Bring to the Team

·         A target driven individual who thrives on personal and team success

·         Total commitment to client engagement an excellent customer service

·         Thrives from client success

·         A positive attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team

·         A strong communicator with excellent interpersonal skills and works well in a team

·         Ability to deal with challenging conversations

·         Ability to work in a fast paced environment

·         Strong time management skills

·         A dynamic and flexible approach, as well as the ability to work under pressure

Job Purpose

To deliver world class care to exceed our client’s expectations and provide support to our ever-growing client base across Great Britain.

Job Overview

The role requires you to excel in enthusiasm as part of our account management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions.

Day-to-Day Responsibilities

·         To contact clients to welcome them to Croner and book their initial appointments with consultants in line with service levels and diary booking guidelines

·         Ensuring all new business is accurately added to the spreadsheet and called within 1 hour of receiving

·         To ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure.

·         To liaise with the new business resolution specialist to handle new business intent to cancels quickly and effectively

·         To ensure that all client service issues are thoroughly investigated through discussion with the client and appropriate internal staff.

·         To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention.

·         Accountability for obtaining a prompt response to client queries, service issues and requests to cancel.

·         Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.

·         To receive client and consultant telephone calls and resolve queries and service issues.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Job Goals and Metrics

• To ensure all new business is called within the hour
• To ensure that all client service issues are dealt with professionally, courteously and in a timely manner
• 80% of new business to be on boarded on day 1
• 80% of clients to receive advice
• Daily share of Monitoring of the Client Services inbox
• Same day responses on enquires or emails
• The aim to have a first time call resolution
• Minimum of 2 positive reviews per quarter
• All client telephone calls to be answered in accordance with the departmental standards.
• All written client correspondence to contain clear, accurate and thorough information and meet required standards.

What you Bring to the Team

·         A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.

·         A team player

·         Ability to work in a fast paced environment.

·         Strong time management skills.

·         A dynamic and flexible approach, as well as the ability to work under pressure.

Job Purpose

The role is part of the team responsible for the efficient and accurate finance function.

Job Overview

Reporting to the Sales Ledger Team Leader, the role will support the other members of the team to develop and undertake the deliverables for Croner Group Ltd.’s finance function. The role has a focus following the most relevant processes and methodologies to meet deadlines and offer a great service.

Day-to-Day Responsibilities

·         Process sales orders, checking correct information and figures have been submitted

·         Prepare and input sales order onto the accounting system.

·         Create payment schedules

·         Update order books

·         Assist in resolving billing queries via telephone and email

·         Liaising with business managers for sales order completeness

·         Supporting other Finance team members

What you Bring to the Team

·         Previous experience of working in a similar varied role.

·         Intermediate to advanced level excel.

·         Strong focus on detail.

·         Ability to work constructively within a team.

·         Ability to foster a clear and transparent communication style when interacting with peers, stakeholders and business users.

·         High level of initiative and confidence

·         Experience of working in an Agile environment and wanting to continue to do so.

Why Join our Team?

This is a superb place to work if you love problem solving, enjoy a challenge and working at pace. If you have a genuine enthusiasm for overcoming obstacles and learning, you’ll love it. Your technical skills will be tested every day. There are endless opportunities for you to develop and grow and you’ll really make a difference. We’re a family-run business, who are incredibly ambitious and constantly expanding and can promise you’ll enjoy every day.

Job Purpose

To ensure that a professional consultancy service is delivered to clients throughout the UK and offshore islands in accordance with their Service Level Agreement (SLA) or Contractual Agreement by adding value to their business and to provide support and assistance to other members of the regional consultancy team to enable them to achieve that objective.

·       To lead a team to deliver a comprehensive consultancy service to Croner’s health and safety clients.

·       To drive performance, development and motivate a team of consultants. Achieving this through setting objectives, coaching, regular 1:1s, appraisals, updates, and team meetings etc. 

·       To ensure that knowledge levels and control mechanisms are maintained through the appropriate provision of management information, quality management, the monitoring of performance levels and the provision of development activities within an established culture of change.

·       Support the Director of Health & Safety to manage team resources through effectively planning and allocating workloads; managing absence and staff turnover; recruitment and succession planning.

·       Provide day to day support for colleagues who are involved in complex or high-profile cases in the areas of health and safety.

·       Support the Director of Health & Safety to manage the team to deliver against targets in relation to client service, retention, referrals, and profitability.

·       Lead on retention processes and assisting consultants in retaining their client portfolio.

·       To develop links and relationships with internal stakeholders to enhance existing relationships and to maximise development opportunities.

·       To contribute to the development of business improvement initiatives and to lead effective implementation of change to ensure business benefits are secured at the earliest opportunity.

Job Overview

The Health & Safety Department are looking for a hardworking Health & Safety professional with a good level of technical knowledge and preferably some experience of leading a team.

You will have the ability to engage with Consultants, our Sales team and clients.

Day-to-Day Responsibilities

·       Provide support to the Director of Health & Safety.

·       Provide coaching and where appropriate advice to consultants and advisors on legal, safety and health issues.

·       Contribute to effective cross department and cross team communication with a particular emphasis on collaborating with the wider Croner teams.

·       Support the Director of Health & Safety to achieve all people related measures including absenteeism, staff turnover, headcount etc.

·       Through observation, coaching, training, and feedback ensure that your team are providing clients with effective solutions across a range of health and safety services.

·       Achieve KPI targets set by Senior Management.

·       Provide Regular updates on your teams performance against set targets.

·       Comprehensive knowledge of policies, procedures, risks, and legal requirements across a range of industry sectors allowing for the creation and drafting of bespoke policies and procedures, consultancy support and guidance relevant to these industries.

·       You will lead your team and deliver health and safety advice to the highest possible standard to Croner’s clients.

·       Identify, understand and help clients by competently and effectively dealing with clients’ changing needs ensuring advice and guidance is appropriate to current needs and circumstances.

·       Where complaints are received and/or errors found, ensure that these are promptly resolved

·       Manage service provision to clients in consideration of profit margins to ensure Croner receive a profitable return on each client.

·       Carry out regular quality checks and observations in order to monitor quality standards, implementing feedback, development and training.

·       Utilise Croner’s IT systems and reports to support proactive contact and to maintain a robust consultancy relationship record system.

·       Interact regularly with colleagues inside the organisation across departments to create effective working relationships.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

What you Bring to the Team

·       NEBOSH Health & Safety Diploma or equivalent qualification.

·       Graduate Membership of IOSH (GradIOSH) or equivalent – Working towards Chartered

·       Extensive safety and health experience & Knowledge

·       Proven track record of team management

·       Experience of working in a commercial situation with relationships at senior level

·       Proven track record in relationship management

·       Up to date knowledge and understanding of health including best practice

·       Strong analytical and reporting skills

Job Purpose

To recruit, train and build an exceptional tele-appointing department which generates quality sales appointments for the business.  

Job Overview

We’re looking for a proven, high performing Telesales Manager to join our business at this exciting time. This Department is critical to the growth & development of Croner Solutions and will play a key part in the business meeting its objectives.  

The ideal candidate will have a background in managing a telephone based sales team, driving quality and sales performance in a targeted and dynamic environment. Experience of working in a b2b environment is desirable, although not essential. A pro-active approach to management, coaching, pipeline & campaign planning and driving sales revenue are a must!

Day-to-Day Responsibilities

·       Recruiting, training, coaching and managing a high performing telesales team.

·       Developing & managing the CRM system to optimise data and leads.

·       Liaise with field sales management and BDM’s to plan diaries and appointments effectively.

·       To provide daily, weekly, monthly and quarterly sales figures and MI.

·       To continuously seek to improve sales performance through monitoring all leads, conversions and sales actively.

·       To introduce fresh incentives to motivate and drive the team.

·       To attend & input into company quarterly sales conferences.

·       Liaise with marketing to drive sales campaign ideas.

What you Bring to the Team

·       Track record of managing a telephone based sales department

·       Ability to build, manage and drive sales performance in a targeted, entrepreneurial business.

·       Ability to influence and liaise with all levels up to Directors.

·       A consultative sales approach

Job Purpose

This role involves working within the Group Credit function and will be based at our head office in Hinckley, with responsibility for maintaining cash collections and reducing overdue debt.

Job Overview

The position is suitable for an individual who is bright, confident, positive and an excellent communicator, who is able to work in a fast paced, dynamic environment.

The post holder will have a minimum of two years customer services or account collection experience and will rise to the challenge of hitting collection targets against assigned lists of overdue clients. The focus is on excellence in cash collection and calls completed with outstanding call quality service and care. The role requires a pragmatic and commercial approach to problem solving coupled with excellent negotiation skills.

Day-to-Day Responsibilities

·       Contacting clients in relation to their overdue accounts

·       Handling payment and service queries principally via telephone

·       Provide “Super Service” when handling all enquiries and making the necessary notes on our systems to keep accurate and timely records

·       Processing debit/credit card payments

·       Liaising with the team to ensure client accounts and internal business processes operate as smoothly as possible

·       Complete requests for account adjustments where required

·       When the collection opportunities are exhausted, and our efforts of resolution have been unsuccessful, provide a full and complete case history per client for review of the next stages

The above is not an exhaustive list and you could be expected to perform different tasks as necessitated by the changing demands of the Credit Control function.

Role Metrics

·       To complete work-flow tasks relating to credit control in an accurate and timely fashion, by ensuring client call lists are completed within the stated timeframe

·       Cash collection, Direct Debit coverage, Outbound call targets

·       To ensure a high level of attendance and punctuality ​

Job Purpose

This role involves working within the Group Credit function and will be based at our head office in Hinckley, with responsibility for maintaining cash collections and reducing overdue debt.

Job Overview

The position is suitable for an individual who is bright, confident, positive and an excellent communicator, who is able to work in a fast paced, dynamic environment.

The post holder will have a minimum of two years customer services or account collection experience and will rise to the challenge of hitting collection targets against assigned lists of overdue clients. The focus is on excellence in cash collection and calls completed with outstanding call quality service and care. The role requires a pragmatic and commercial approach to problem solving coupled with excellent negotiation skills.

Day-to-Day Responsibilities

·       Contacting clients in relation to their overdue accounts

·       Handling payment and service queries principally via telephone

·       Provide “Super Service” when handling all enquiries and making the necessary notes on our systems to keep accurate and timely records

·       Processing debit/credit card payments

·       Liaising with the team to ensure client accounts and internal business processes operate as smoothly as possible

·       Complete requests for account adjustments where required

·       When the collection opportunities are exhausted, and our efforts of resolution have been unsuccessful, provide a full and complete case history per client for review of the next stages

The above is not an exhaustive list and you could be expected to perform different tasks as necessitated by the changing demands of the Credit Control function.

Role Metrics

·       To complete work-flow tasks relating to credit control in an accurate and timely fashion, by ensuring client call lists are completed within the stated timeframe

·       Cash collection, Direct Debit coverage, Outbound call targets

·       To ensure a high level of attendance and punctuality ​

Job Purpose

To deliver world class care to exceed our client’s expectations and provide support to our ever-growing client base across Great Britain.

Job Overview

The role requires you to excel in enthusiasm as part of our account management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions.

Day-to-Day Responsibilities

·       To contact clients to welcome them to Croner and book their initial appointments with consultants in line with service levels and diary booking guidelines

·       Ensuring all new business is accurately added to the spreadsheet and called within 1 hour of receiving

·       To ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure.

·       To liaise with the new business resolution specialist to handle new business intent to cancels quickly and effectively

·       To ensure that all client service issues are thoroughly investigated through discussion with the client and appropriate internal staff.

·       To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention.

·       Accountability for obtaining a prompt response to client queries, service issues and requests to cancel.

·       Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.

·       To receive client and consultant telephone calls and resolve queries and service issues.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Job Goals and Metrics

• To ensure all new business is called within the hour
• To ensure that all client service issues are dealt with professionally, courteously and in a timely manner
• 80% of new business to be on boarded on day 1
• 80% of clients to receive advice
• Daily share of Monitoring of the Client Services inbox
• Same day responses on enquires or emails
• The aim to have a first time call resolution
• Minimum of 2 positive reviews per quarter
• All client telephone calls to be answered in accordance with the departmental standards.
• All written client correspondence to contain clear, accurate and thorough information and meet required standards.

What you Bring to the Team

·       A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.

·       A team player

·       Ability to work in a fast paced environment.

·       Strong time management skills.

·       A dynamic and flexible approach, as well as the ability to work under pressure.

Job Overview:

To work as part of the Advice team to ensure the department is correctly resourced including short notice cover, highlighting absences to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis.

Day to Day Responsibilities:

·       Be a Customer Service champion by routing calls to the right person or department

·       Listen to the clients needs and set call-backs within timeline

·       Set the expectation for Super Service from your call by letting the client know when we will call

·       Assist with the availability of Advisors using Openscape to review individual codes

·       Take inbound calls to reduce the over-flow and abandon rate for the team

·       Maintain an abandon rate of above 0.60% and an SLA target of above 99%

·       Update holidays, overtime, absence, early/late shifts, working patterns, lunches, out of hour schedules & Christmas and Bank Holiday cover.

·       Update client records and other relevant logs as required

·       Ensure client confidentiality is maintained

·       Establish and maintain efficient working relationships with colleagues and clients

·       Schedule departmental or team training sessions/meetings considering headcount and availability

·       Assist the Management team with daily, weekly, monthly and quarterly reporting

·       Manage the Task-Management diary to ensure correct staffing levels are maintained between teams

·       Ensure annual leave is agreed within the departmental cap

·       Store and maintain the stock of Advisory consumables such as splitters, headsets and webcams

·       Complete all training as required by the required deadline

·       Carry out any other tasks deemed necessary by the Management Team.

What you can bring to the Team

·       Proactive and creative problem solver

·       A willingness to learn and the ability to communicate effectively within the team

·       Ability to remain professional in a fast-paced environment

·       A dynamic and flexible approach, as well as the ability to work under pressure.

·       Excellent attention to detail

·       Excellent organisational and time management skills with the ability to prioritise

·       Always maintain a professional and responsible attitude.

·       Ability to prioritise and work unsupervised as required.

·       Ability to work to precise KPI and SLA deadlines.

·       Excellent communication and written skills.

·       MS Office knowledge and experience.

What Croner can do for YOU:

·       Continuous development from Day 1 – because we like being the best

·       25 Days Holiday + 8 Bank holidays (increases to 28 with service)

·       Your birthday off – how will you celebrate?

·       Regular updates on Employment Law so you’re always up to date

·       Competitive salary framework reviewed twice annually

·       Free EAP for those days when we all need someone to talk to

·       Private medical with BUPA (with length of service)

·       Social Committee to arrange fun events

·       Department budget for a quarterly day out

·       A senior team that listens to and responds to team feedback

·       Career Pathways to develop your skills and support your progression through the business

Job Overview

The role requires you to effectively a portfolio of Tribunal cases across the full range of employment law issues. 

Day-to-Day Responsibilities

·       Provide appropriate advice to clients on Tribunal matters and maintain effective communications with clients.

·       Enter proper pleadings, ensuring all relevant legal arguments are presented.

·       Deal with interlocutory matters in accordance with Tribunal rules.

·       Prepare cases in timely fashion.

·       Effectively represent clients at hearings and contested cases at tribunal.

·       Negotiate settlements on behalf of clients as appropriate.

·       Comply fully with underwriting / Claims Department requirements.

·       Take responsibility for development of skills / knowledge through appropriate reading.

·       Identify and manage risks to the client, Croner and the insurer.

·       Ensures cases are “red flagged” to Croner management in line with company procedures.

·       Provide clear and accurate assessment of prospects within company timescales to include an assessment of whether advice was taken and followed if required.

·       Generate sales whenever opportunity arises.

·       Ensure time is fully and accurately recorded.

·       Carry out any other tasks deemed necessary by the management team.

What you Bring to the Team

·       Good advocacy experience in ET, has ideally handled over 20 cases.

·       Demonstrable evidence of ability to handle all types of Employment Tribunal case.

·       Relevant professional qualification or degree, legal background is preferred but not essential.

·       Mobile, can undertake cases around UK, holds valid driving licence.

·       A dynamic and flexible approach, as well as the ability to work under pressure.

Job Purpose

To recruit, train and build an exceptional tele-appointing department which generates quality sales appointments for the business.  

Job Overview

We’re looking for a proven, high performing Telesales Manager to join our business at this exciting time. This Department is critical to the growth & development of Croner Solutions and will play a key part in the business meeting its objectives.  

The ideal candidate will have a background in managing a telephone based sales team, driving quality and sales performance in a targeted and dynamic environment. Experience of working in a b2b environment is desirable, although not essential. A pro-active approach to management, coaching, pipeline & campaign planning and driving sales revenue are a must!

Day-to-Day Responsibilities

·       Recruiting, training, coaching and managing a high performing telesales team.

·       Developing & managing the CRM system to optimise data and leads.

·       Liaise with field sales management and BDM’s to plan diaries and appointments effectively.

·       To provide daily, weekly, monthly and quarterly sales figures and MI.

·       To continuously seek to improve sales performance through monitoring all leads, conversions and sales actively.

·       To introduce fresh incentives to motivate and drive the team.

·       To attend & input into company quarterly sales conferences.

·       Liaise with marketing to drive sales campaign ideas.

What you Bring to the Team

·       Track record of managing a telephone based sales department

·       Ability to build, manage and drive sales performance in a targeted, entrepreneurial business.

·       Ability to influence and liaise with all levels up to Directors.

·       A consultative sales approach

Why Join our Team?

We are a leading Employment Law and Health & Safety Consultancy offering medium sized businesses a professional, commercial partnership, meaning that they can focus on their core business and allows them to lean on us for the specialist and complex areas of HR and Health & Safety.

Job Purpose

To ensure that a professional consultancy service is delivered to clients throughout the UK and offshore islands in accordance with their Service Level Agreement (SLA) or Contractual Agreement by adding value to their business and to provide support and assistance to other members of the regional consultancy team to enable them to achieve that objective.

·       To lead a team to deliver a comprehensive consultancy service to Croner’s health and safety clients.

·       To drive performance, development and motivate a team of consultants. Achieving this through setting objectives, coaching, regular 1:1s, appraisals, updates, and team meetings etc. 

·       To ensure that knowledge levels and control mechanisms are maintained through the appropriate provision of management information, quality management, the monitoring of performance levels and the provision of development activities within an established culture of change.

·       Support the Director of Health & Safety to manage team resources through effectively planning and allocating workloads; managing absence and staff turnover; recruitment and succession planning.

·       Provide day to day support for colleagues who are involved in complex or high-profile cases in the areas of health and safety.

·       Support the Director of Health & Safety to manage the team to deliver against targets in relation to client service, retention, referrals, and profitability.

·       Lead on retention processes and assisting consultants in retaining their client portfolio.

·       To develop links and relationships with internal stakeholders to enhance existing relationships and to maximise development opportunities.

·       To contribute to the development of business improvement initiatives and to lead effective implementation of change to ensure business benefits are secured at the earliest opportunity.

Job Overview

The Health & Safety Department are looking for a hardworking Health & Safety professional with a good level of technical knowledge and preferably some experience of leading a team.

You will have the ability to engage with Consultants, our Sales team and clients.

Day-to-Day Responsibilities

·       Provide support to the Director of Health & Safety.

·       Provide coaching and where appropriate advice to consultants and advisors on legal, safety and health issues.

·       Contribute to effective cross department and cross team communication with a particular emphasis on collaborating with the wider Croner teams.

·       Support the Director of Health & Safety to achieve all people related measures including absenteeism, staff turnover, headcount etc.

·       Through observation, coaching, training, and feedback ensure that your team are providing clients with effective solutions across a range of health and safety services.

·       Achieve KPI targets set by Senior Management.

·       Provide Regular updates on your teams performance against set targets.

·       Comprehensive knowledge of policies, procedures, risks, and legal requirements across a range of industry sectors allowing for the creation and drafting of bespoke policies and procedures, consultancy support and guidance relevant to these industries.

·       You will lead your team and deliver health and safety advice to the highest possible standard to Croner’s clients.

·       Identify, understand and help clients by competently and effectively dealing with clients’ changing needs ensuring advice and guidance is appropriate to current needs and circumstances.

·       Where complaints are received and/or errors found, ensure that these are promptly resolved

·       Manage service provision to clients in consideration of profit margins to ensure Croner receive a profitable return on each client.

·       Carry out regular quality checks and observations in order to monitor quality standards, implementing feedback, development and training.

·       Utilise Croner’s IT systems and reports to support proactive contact and to maintain a robust consultancy relationship record system.

·       Interact regularly with colleagues inside the organisation across departments to create effective working relationships.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

What you Bring to the Team

·       NEBOSH Health & Safety Diploma or equivalent qualification.

·       Graduate Membership of IOSH (GradIOSH) or equivalent – Working towards Chartered

·       Extensive safety and health experience & Knowledge

·       Proven track record of team management

·       Experience of working in a commercial situation with relationships at senior level

·       Proven track record in relationship management

·       Up to date knowledge and understanding of health including best practice

·       Strong analytical and reporting skills

Job Overview

The role requires you to deliver an exceptional level of service in order to retain our clients.

You will be the first point of contact for any clients who wish to renegotiate or cancel their agreement. Your key focus will be retaining our clients by resolving any issues or concerns raised, whilst achieving and delivering excellence in service by providing fast client focused solutions.

 Day-to-Day Responsibilities

·       To be the first point of contact for any client wishing to discuss their continuous service agreement

·       To retain clients on their continuous service agreement and avoid them from renegotiating their terms and conditions

·       To ensure that all client service issues are thoroughly investigated through discussion with the client and appropriate internal departments

·       To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention

·       To ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure

·       To understand all client databases and systems in order to adequately investigate and respond to the client

What you Bring to the Team

·       A target driven individual who thrives on personal and team success

·       Total commitment to client retention

·       Thrives from client success

·       A positive attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team

·       A strong communicator with excellent interpersonal skills and works well in a team

·       Ability to deal with challenging conversations

·       Ability to work in a fast paced environment

·       Strong time management skills

·       A dynamic and flexible approach, as well as the ability to work under pressure

Job Overview

The role requires you to effectively a portfolio of Tribunal cases across the full range of employment law issues. 

Day-to-Day Responsibilities

·       Provide appropriate advice to clients on Tribunal matters and maintain effective communications with clients.

·       Enter proper pleadings, ensuring all relevant legal arguments are presented.

·       Deal with interlocutory matters in accordance with Tribunal rules.

·       Prepare cases in timely fashion.

·       Effectively represent clients at hearings and contested cases at tribunal.

·       Negotiate settlements on behalf of clients as appropriate.

·       Comply fully with underwriting / Claims Department requirements.

·       Take responsibility for development of skills / knowledge through appropriate reading.

·       Identify and manage risks to the client, Croner and the insurer.

·       Ensures cases are “red flagged” to Croner management in line with company procedures.

·       Provide clear and accurate assessment of prospects within company timescales to include an assessment of whether advice was taken and followed if required.

·       Generate sales whenever opportunity arises.

·       Ensure time is fully and accurately recorded.

·       Carry out any other tasks deemed necessary by the management team.

What you Bring to the Team

·       Good advocacy experience in ET, has ideally handled over 20 cases.

·       Demonstrable evidence of ability to handle all types of Employment Tribunal case.

·       Relevant professional qualification or degree, legal background is preferred but not essential.

·       Mobile, can undertake cases around UK, holds valid driving licence.

·       A dynamic and flexible approach, as well as the ability to work under pressure.

Job Purpose

This role involves working within the Group Credit function and will be based at our head office in Hinckley, with responsibility for maintaining cash collections and reducing overdue debt.

Job Overview

The position is suitable for an individual who is bright, confident, positive and an excellent communicator, who is able to work in a fast paced, dynamic environment.

The post holder will have a minimum of two years customer services or account collection experience and will rise to the challenge of hitting collection targets against assigned lists of overdue clients. The focus is on excellence in cash collection and calls completed with outstanding call quality service and care. The role requires a pragmatic and commercial approach to problem solving coupled with excellent negotiation skills.

Day-to-Day Responsibilities

·       Contacting clients in relation to their overdue accounts

·       Handling payment and service queries principally via telephone

·       Provide “Super Service” when handling all enquiries and making the necessary notes on our systems to keep accurate and timely records

·       Processing debit/credit card payments

·       Liaising with the team to ensure client accounts and internal business processes operate as smoothly as possible

·       Complete requests for account adjustments where required

·       When the collection opportunities are exhausted, and our efforts of resolution have been unsuccessful, provide a full and complete case history per client for review of the next stages

The above is not an exhaustive list and you could be expected to perform different tasks as necessitated by the changing demands of the Credit Control function.

Role Metrics

·       To complete work-flow tasks relating to credit control in an accurate and timely fashion, by ensuring client call lists are completed within the stated timeframe

·       Cash collection, Direct Debit coverage, Outbound call targets

·       To ensure a high level of attendance and punctuality ​

Job Purpose

To manage a team of Litigation Field Consultants. 

Job Overview

To oversee the day-to-day management of the team and the throughput of work. 

To manage Consultants’ performance, ensuring they meet quality and performance standards whilst maintaining a high standard of service provision to our clients.  

To inspire, motivate and support the team as necessary to maintain strong working relationships within the team and with our clients. 

Day-to-Day Responsibilities

·       To oversee the work of the team and ensure (1) that the service is delivered to a high quality, and (2) that hearings are covered, tribunal and other deadlines are met and resources are utilised efficiently and effectively. 

·       To support the work of the Senior Consultant (Allocations) in respect of case allocation. 

·       To carry a small tribunal caseload and from time to time, when necessary to meet urgent client or tribunal deadlines, cover additional hearings. 

·       To carry a small EAT caseload and liaise with Counsel on those cases as and when necessary. 

·       To build and maintain a cohesive and motivated team, providing leadership and support to colleagues and peers. 

·       To performance manage all Consultants, identifying training needs and putting the necessary measures in place to ensure that any training that is required is provided. 

·       To conduct, where necessary, any formal meetings such as disciplinary or grievance meetings and provide the necessary outcome in line with the Employee Handbook. 

·       To ensure, where necessary, that all documented discussions are completed and saved on all Consultants’ ‘P’ files as a reference of any conversations held (ensuring they are signed by the Consultant). 

·       To effectively manage all team absences / sickness and ensure that the RTW process (including completion of the relevant form) is adhered to in line with business requirements. 

·       To effectively manage all intermittent and long-term absences, to include sending recommendations on how you propose to deal with each matter to the Associate Director of Legal. 

·       To effectively manage all lateness, to include the recording of all lateness and (following any persistent lateness) the making of recommendations on how you propose to deal with the matter to the Associate Director of Legal. 

·       To ensure that the Associate Director of Legal is kept up to date with all pending staff issues along with a pending or proposed course of action. 

·       To assist and support the Associate Director of Legal with investigations into client or personnel issues. 

·       To deal with complaints and any service issues in a timely manner ensuring that a satisfactory resolution is reached. 

·       To manage and deal with any technical queries and escalate where necessary. 

·       To be flexible with work times, as there may be occasions on which you will have to address staff issues outside of core hours, deliver training or have team meetings to capture all team members. 

·       To promote team awareness of Croner’s broader activities and foster excellent working relationships with all departments. 

·       To support the wider management team by undertaking general management duties and client support (to include acting as the client contact for nominated corporate clients which may or may not access Litigation services). 

·       To carry out any other tasks deemed necessary by the Management Team.  

What you Bring to the Team

·       Relevant practical experience, i.e. experience of advising and supporting clients in relation to employment law matters including experience of conducting preliminary and full merits tribunal hearings. 

·       Relevant leadership experience, i.e. experience of leading or managing a team providing professional services to a client base. 

·       A “can-do” attitude, a thirst for knowledge and the ability to communicate effectively within the team. 

·       Ability to work in a fast-paced environment. 

·       A dynamic and flexible approach, as well as the ability to work under pressure. 

·       Ability to prioritise and work unsupervised as required. 

·       Ability to work to deadlines. 

·       Excellent communication and written skills. 

·       An enthusiasm for generating new business referrals. 

·       MS Office knowledge and experience. 

Job Overview

The role of Field Sales Manager is to be responsible for the people management of a Field Sales team across a defined geographical area, which is typically 20 direct reports. The effective motivation, development and organisation of the sales team, to achieve new business targets across all field sales territories.

Key Responsibilities and accountabilities

·       Achievement of an overall new business revenue target, whist ensuring that activity levels are achieved on an ongoing basis.

·       To be confident in speaking to prospects over the phone as well as face to face and be able to train their team on this key area to assist them in self-generating new business appointments and subsequent deals.

·       To be responsible for all recruitment, inductions and sales training for all members of the team.

·       Total responsibility for a team of Business Development Managers and their on-going development and performance management.

·       Ensure team members are skilful in the application of self-generated new business and closing appointments to increase sales.

·       To ensure that all sales are made in a complainant way. That everything sold is what our customers want, ensuring that all customers are treated fairly.

·       Monitoring conversion rates within the team, over a variety of deal sources, to ensure an increase in deals.

·       Ensure team members are skilful in the application of new business pricing.

·       To observe Company Policies, Procedures and Standards and to promote quality and the maintenance of a safe and healthy working environment at all times, ensuring that all sales are compliant.

·       Conduct a quarterly one-on-one review with all Business Development Managers to ensure effective communication, to understand training and development needs, and to provide insight for the improvement of sales and activity performance

·       Adhere to all company policies, procedures, codes and business ethics ensuring that they are communicated and implemented within your team.

What you Bring to the Team

·       Significant experience of leading a Team of Salespeople in a B2B environment, great leadership skills, always seeking to bring out the best in others.

·       Ability to sell to different audiences including Business Owners, Directors and HR Managers. Demonstrates the ability to drive and motivate team members to perform their jobs well and generates high employee morale and satisfaction.

·       The ability to maintain a high degree of discipline through a fair and professional interaction with team members, setting up clear action plans and conducting efficient follow up.

·       Complete understanding of the sales and business development process, strong commercial acumen, with experience and a proven track record in winning new business and retaining customers.

Why Join our Team?

This is a superb place to work if you love problem solving, enjoy a challenge and working at pace. If you have a genuine enthusiasm for overcoming obstacles and learning, you’ll love it. Your technical skills will be tested every day. There are endless opportunities for you to develop and grow and you’ll really make a difference. We’re a family-run business, who are incredibly ambitious and constantly expanding and can promise you’ll enjoy every day.

Job Purpose:

To support businesses deal with HR and ER matters effectively and efficiently by providing best practice and commercially focused options for our clients to make an informed decision on how they wish to deal with their internal staffing issues.

Job Overview:

he

The HR Advisor role allows you to gain valuable experience across a wide range of different sectors advising clients remotely via phone or email on all aspects of employment law from recruitment to dismissal and everything in between.  

Day to Day Responsibilities will include:

·       Managing a caseload of various ER issues ranging from general one-off queries to multiple complex ER cases from start to finish including document reviews.

·       Building excellent client relationships to ensure you understand the clients’ requirements and support them achieve their objectives with an empathetic approach to our clients needs.

·       Providing a range of options for our clients to select from including best practice/ legally compliant solutions in addition to more commercially focused solutions ensuring any risk to the business is effectively communicated.

·       Ensure all case management systems are kept up to date with detailed notes that both clients and colleague can access.

·       Reviewing milestone documentation such as investigation notes, disciplinary invite letters, grievance outcome letters etc. and supporting the client to finalise these documents.

·       Delivering advice in a timely manner in line with personal and departmental KPI’s

·       Be responsible for your own self-study and being current with changes in legislation and best practice

·       Being willing to sign post clients to additional services /support to ensure they are utilising all services available to them.

Your experience will include:

·       A good understanding of employee relation matters and a broad knowledge of employment law, hr matters and ACAS best practice, demonstrated through previous hr advisory roles or actively managing a team.

·       Effective listening and excellent communication skills with the ability to adapt your approach to the clients experience and level of understanding.

·       Emotional resilience and ability to remain professional in a fast-paced working environment.

·       Ability to prioritise and work unsupervised as required.

·       Proficient IT skills including Microsoft Office knowledge and sufficient skills enabling you to navigate new advice software and telephony systems efficiently.

What Croner can do for YOU:

·       Competitive salary framework reviewed twice annually

·       Continuous development from Day 1

·       Career Pathways to develop your skills and support your progression through the business

·       25 Days Holiday + 8 Bank holidays (increases to 28 with service)

·       Your birthday off – how will you celebrate?

·       Private medical with BUPA (with length of service)

·       On site gym facilities

·       Opportunities to earn additional commission

·       Regular updates on Employment Law so you’re always up to date

·       A supportive team of peers and managers to discuss your cases with

·       Free EAP for those days when we all need someone to talk to

·       Department budget for a quarterly day out

·       A senior team that listens to and responds to team feedback

·       Recognition for team and individual successes including MVP, Employee of the Month, Annual Advice Awards along with incentives and opportunities to win relaxing weekend aways, gift cards, time off, meals out.

Job Purpose

To recruit, train and build an exceptional tele-appointing department which generates quality sales appointments for the business.  

Job Overview

We’re looking for a proven, high performing Telesales Manager to join our business at this exciting time. This Department is critical to the growth & development of Croner Solutions and will play a key part in the business meeting its objectives. 

The ideal candidate will have a background in managing a telephone based sales team, driving quality and sales performance in a targeted and dynamic environment. Experience of working in a b2b environment is desirable, although not essential. A pro-active approach to management, coaching, pipeline & campaign planning and driving sales revenue are a must!

Day-to-Day Responsibilities

·       Recruiting, training, coaching and managing a high performing telesales team.

·       Developing & managing the CRM system to optimise data and leads.

·       Liaise with field sales management and BDM’s to plan diaries and appointments effectively.

·       To provide daily, weekly, monthly and quarterly sales figures and MI.

·       To continuously seek to improve sales performance through monitoring all leads, conversions and sales actively.

·       To introduce fresh incentives to motivate and drive the team.

·       To attend & input into company quarterly sales conferences.

·       Liaise with marketing to drive sales campaign ideas

What you Bring to the Team

·       Track record of managing a telephone based sales department

·       Ability to build, manage and drive sales performance in a targeted, entrepreneurial business.

·       Ability to influence and liaise with all levels up to Directors.

·       A consultative sales approach

Why Join our Team?

We are a leading Employment Law and Health & Safety Consultancy offering medium sized businesses a professional, commercial partnership, meaning that they can focus on their core business and allows them to lean on us for the specialist and complex areas of HR and Health & Safety.

Job Overview

The role requires you to effectively a portfolio of Tribunal cases across the full range of employment law issues. 

Day-to-Day Responsibilities

·       Provide appropriate advice to clients on Tribunal matters and maintain effective communications with clients.

·       Enter proper pleadings, ensuring all relevant legal arguments are presented.

·       Deal with interlocutory matters in accordance with Tribunal rules.

·       Prepare cases in timely fashion.

·       Effectively represent clients at hearings and contested cases at tribunal.

·       Negotiate settlements on behalf of clients as appropriate.

·       Comply fully with underwriting / Claims Department requirements.

·       Take responsibility for development of skills / knowledge through appropriate reading.

·       Identify and manage risks to the client, Croner and the insurer.

·       Ensures cases are “red flagged” to Croner management in line with company procedures.

·       Provide clear and accurate assessment of prospects within company timescales to include an assessment of whether advice was taken and followed if required.

·       Generate sales whenever opportunity arises.

·       Ensure time is fully and accurately recorded.

·       Carry out any other tasks deemed necessary by the management team.

What you Bring to the Team

·       Good advocacy experience in ET, has ideally handled over 20 cases.

·       Demonstrable evidence of ability to handle all types of Employment Tribunal case.

·       Relevant professional qualification or degree, legal background is preferred but not essential.

·       Mobile, can undertake cases around UK, holds valid driving licence.

·       A dynamic and flexible approach, as well as the ability to work under pressure.

Job Purpose

This role involves working within the Group Credit function and will be based at our head office in Hinckley, with responsibility for maintaining cash collections and reducing overdue debt.

Job Overview

The position is suitable for an individual who is bright, confident, positive and an excellent communicator, who is able to work in a fast paced, dynamic environment.

The post holder will have a minimum of two years customer services or account collection experience and will rise to the challenge of hitting collection targets against assigned lists of overdue clients. The focus is on excellence in cash collection and calls completed with outstanding call quality service and care. The role requires a pragmatic and commercial approach to problem solving coupled with excellent negotiation skills.

Day-to-Day Responsibilities

·       Contacting clients in relation to their overdue accounts

·       Handling payment and service queries principally via telephone

·       Provide “Super Service” when handling all enquiries and making the necessary notes on our systems to keep accurate and timely records

·       Processing debit/credit card payments

·       Liaising with the team to ensure client accounts and internal business processes operate as smoothly as possible

·       Complete requests for account adjustments where required

·       When the collection opportunities are exhausted, and our efforts of resolution have been unsuccessful, provide a full and complete case history per client for review of the next stages

The above is not an exhaustive list and you could be expected to perform different tasks as necessitated by the changing demands of the Credit Control function.

Role Metrics

·       To complete work-flow tasks relating to credit control in an accurate and timely fashion, by ensuring client call lists are completed within the stated timeframe

·       Cash collection, Direct Debit coverage, Outbound call targets

·       To ensure a high level of attendance and punctuality ​

Job Purpose

To deliver world class care to exceed our clients expectations and provide support to our ever growing client base across Great Britain

Job Overview

The role requires you to excel in enthusiasm as part of our account management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions.

Day-to-Day Responsibilities

·       To contact existing Croner clients to book their Anniversary  appointments with consultants in line with service levels and diary booking guidelines

·       To ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure.

·       To deliver the administrative duties for the department including rescheduling appointments

·       To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention.

·       To understand all client databases and systems in order to adequately investigate and respond to the client.

·       Accountability for obtaining a prompt response to client queries, service issues and requests to cancel.

·       Review of client service issues in order to produce an effective handover where applicable to Credit Control.

·       Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.

·       To receive client and consultant telephone calls and resolve queries, service issues and retention opportunity requests.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

 Job Goals and Metrics

• To ensure that all client service issues are dealt with professionally, courteously and in a timely manner
• Complete a minimum of 50 calls per day
• Daily share of Monitoring of the Client Services inbox
• Same day responses on enquires or emails
• The aim to have a first time call resolution
• All client telephone calls to be answered in accordance with the departmental standards.
• All written client correspondence to contain clear, accurate and thorough information and meet required standards.

What you Bring to the Team

·       A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.

·       A team player

·       Ability to work in a fast paced environment.

·       Strong time management skills.

·       A dynamic and flexible approach, as well as the ability to work under pressure.