Client Engagement Manager

Organisation
Outset Cornwall
Reference
VAC-2535
Sector
Business & Management, Education & Training
Location
Pool, Cornwall
Salary Details
£25,000 - £29,500 per annum
Hours of work
37.5
Job Type
Contract
Closing Date
06/02/2018
Work with clients, in order to complete the process of starting up a business, or new businesses (less than 1 year old) requiring additional help to become sustainable and successful.

Job Description

To engage people from underrepresented enterprise groups (including women, BAME, unemployed, disabled, over 50’s etc.), enabling them to start their own business.  Work with pre-start clients, in order to complete the process of starting up a business, or new businesses (less than 1 years old) requiring additional help to become sustainable and successful.  Raise awareness of the project in the community and develop supportive, collaborative relationships with partner organisations.

Specific duties:

  • Responsible for planning, creating and managing a wide variety of outreach and awareness-raising activities, motivating and engaging with people from diverse and non-traditional backgrounds, to ensure that there is a strong pipeline of clients entering into the programme
  • Responsible for planning, creating and delivery of a wide variety of training activities
  • Delivering in partnership with major or local partners and stakeholders, with whom you will foster, develop and maintain excellent working relationships
  • Provide 1:1 coaching support, and small group workshops, to help Outset entrepreneurs take the next step into formal self-employment after they have completed the Business Start-Up Programme
  • Provide 1:1 coaching support, and potentially small group workshops, to new businesses (less than 2 years old) to help them become sustainable and grow
  • Provide specific support for business planning, business development
  • Provide specific money management guidance, including facilitated introductions to lenders and funders (Finance role specific)
  • Lead and deliver mentor training to groups of more established Outset clients
  • Cultivate interest in former clients to give back to the Outset community as a mentor
  • Monitor and report on the mentor project on a periodic basis
  • Ensure clients within the Outset online community are assigned an appropriate online mentor and monitor interaction
  • Work closely with colleagues in the Outset team to deliver support in an integrated and seamless way, and actively participate in the Outset networking and development activities
  • Be responsible for capturing all appropriate client data and activities on CRM system, and support the Programme Director in preparing accurate and informed claims and progress reports
  • Deliver excellent client service at all times to clients, partners and funders
  • Support the Programme Director in working to make the project a Flagship for funders and the clients
  • Develop good relationships with private sector businesses to leverage additional specialist support as needed
  • Engagement and relationship-building with a wide range of companies, projects and organizations from the private, public and third sector, including attend networking events, to proactively look for new opportunities, partnerships, introductions etc.
  • Proactively work to encourage a two way referral process with our partners

Person Specification:
 
Experience

Essential:

  • Relevant commercial, academic or vocational experience, including business planning, and starting/growing a business
  • Successful training delivery experience
  • Experience of working with small businesses and potential entrepreneurs
  • Relevant financial experience (Finance role specific)
  • Have a sound knowledge and understanding of the needs of different sorts of financing bodies, including grant and debt. (Finance role specific)
  • Knowledge of the key determinants of business success and sustainability, and how these must be incorporated in the business plan and financial forecasts
  • Have a sound knowledge and understanding of the enterprise journey from pre-start to established business, in relation to under-represented client groups and/or working in deprived communities
  • Case-load and account management experience, with particular emphasis on prioritising and goal setting for clients, effective use of time.
  • Ability to deliver information and advice, enable understanding and learning, and achieve progression, through 1:1 coaching support, or group training
  • Ability to secure trust and respect of other partners and stakeholders, especially in the private sector, and to leverage additional value into the programme
  • Ability to ensure all client files are audit ready with relevant data capture and evidence of support
  • Be able to demonstrate that you have successfully helped businesses to improve their performance

Desirable:

  • Experience of running own business
  • Professional, banking, finance, marketing, or other relevant qualifications

Personal Attributes and Qualities:

Essential:

  • Must enjoy interacting with a wide variety of people
  • A proactive and positive attitude to working with pre-start individuals and with new businesses
  • Excellent coaching, organizational, communication skills
  • Ability to create an effective network of public/private relationships
  • Highly motivated and proactive team player
  • Client centric ethos and attitude, focus on quality and impact of intervention
  • Empathetic and supportive of individual clients
  • Confident, enthusiastic enterprise champion

Company Description

YTKO Ltd is one of the country's leading enterprise support providers, this role is within the award winning Outset Cornwall programme.

Other Application Details

Some evening and weekend working will be required.

This role is dedicated to Outset Cornwall and is therefore fully funded by European Regional Development Fund. YTKO is an equal opportunity employer. 

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European Union - European Regional Development Fund