Associate Client Feedback Manager

BDO

  • London
  • Permanent
  • Full-time
  • 29 days ago
Ideas | People | TrustWe’re BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today’s changing world.We work with the companies that are Britain’s economic engine – ambitious, entrepreneurially-spirited and high‑growth businesses that fuel the economy – and directly advise the owners and management teams leading them.We’ll broaden your horizonsOur Marketing and Business Development team is the driving force behind the creativity and growth at BDO. Their main goal is to equip the business to win and there are teams covering most touchpoints of the customer journey. Because we know that great ideas can come from anywhere, you can be sure you’ll be heard and have the chance to make a real impact. You'll be supported to build your career, but also to be yourself in the office. Help the firm succeed by staying ahead of the latest market trends, confidently implementing your ideas and collaborating with a range of shareholders. You’ll be rewarded with a great work-life balance and a career with real purpose.We’ll help you succeedLeading organisations trust us because of the quality of our advice. That quality grows from a thorough understanding of their business, and that understanding comes from working closely with them and building long-lasting relationships.You’ll be someone who enjoys team leadership and is both comfortable working proactively and managing your own workload, as well as confident collaborating with others and communicating regularly with senior managers, directors, and BDO’s partners to help businesses effectively.Client Care works closely with Marketing, Business Development, and Key Account Management teams to support BDO’s strategy and growth ambitions. You'll report to the Senior Client Care Manager and be responsible for the delivery our firm-wide client care programme. You'll also manage one direct report, a Senior Client Care Executive.Our Client Care Programme is central to our commitment to high-quality engagements, exceptional client service, and continuous improvement. Core activities include listening to our clients and collecting feedback through in-depth interviews and online surveys. We analyse this feedback and use it to drive service improvements. and strategic planning.We are seeking a Client Care Associate Manager to play a key role in the success of our Client Care Programme as we expand and scale it in line with our firm-wide strategy and growth plans. Your proactive approach will support the efficient day-to-day running of the programme, helping us achieve our goals and targets. We value ideas from all levels, so you'll have the opportunity to make a real impact. You'll be supported in your career development and work collaboratively with stakeholders across the business, focusing on the retention, development, and growth of the firm’s priority and strategic accounts.In this role you’ll:
  • Work with the Senior Client Care Manager and senior stakeholders to deliver a structured, firm-wide approach to client feedback and development - ensuring processes are followed and engagement is maintained across the business.
  • Work closely with our Clients and Markets Partners and our Marketing and Business Development teams to ensure alignment with our firm-wide strategy model and Stream growth plans.
  • Support the development and day-to-day management of the Senior Client Care Executive.
  • Project manage client feedback survey cycles, including internal comms, processing nominations, monitoring responses, and generating reports.
  • Analyse client feedback and insight data, providing strategic recommendations for service improvements, competitor intel, and new business opportunities.
  • Create department briefing packs, presentations and reports. Present feedback findings at department meetings as required.
  • Collaborate with the Database Office to build and maintain reporting dashboards in Power BI and utilise the Dynamics 360 CRM system.
  • Keep up to date with market knowledge, including sector and competitor activity, sharing insights and best practice with the Client Care and MSC teams.
You'll be someone with:
  • Excellent communication, relationship and stakeholder management skills - A people person with an ability to communicate confidently with colleagues and clients from all levels and backgrounds.
  • A commercial mindset – You are innovative and bold with a level of creativity when it comes to problem solving and thinking of new programme development opportunities.
  • Strong analytical skills and attention to detail – You are comfortable working with large data sets in Excel and comfortable using data systems like Power BI, Power Automate, and Power Apps.
  • Experience using feedback platforms such as Qualtrics, Questback, MS Forms or similar – You can build and manage online surveys using advanced tools.
  • Project management experience with the ability to manage multiple projects with critical deadlines – You are well organised and have good time management skills.
  • Experience handling sensitive data – You are trustworthy and able to maintain confidentiality.
  • Professional, flexible, and a team player – You are self-motivated, resilient and have a strong work ethic.
  • Experience conducting client interviews - You have strong listening skills and comfortable speaking with senior contacts about their experiences, creating feedback reports, and communicating actions with internal stakeholders (desirable).
  • Experience working in a professional services environment (desirable).
We’re in it togetherMutual support and respect is one of BDO’s core values and we’re proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we’ll support you at every stage in your career, whatever your personal and professional needs.Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you’ll always have access to the people and resources you need to do your best work.We know that collaboration is the key to creating value and satisfying experiences at work, so we’ve invested in state-of-the-art collaboration spaces in our offices. BDO’s people represent a wealth of knowledge and expertise, and we’ll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you’ll never stop learning at BDO.We’re looking forward to the futureAt BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we’re always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions.We’ve got a clear purpose, and we’re confident in our future, because we’re adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.#TJ-KW1#LI-KW1

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