Job Title



Job Title

Business Support Manager

Job Status

Permanent /Full Time (part-time and job share options considered)

Salary

£27,000 - £32,999

Overall Role / Main Function of The Job

To manage enterprise support contracts held by the Chamber and ensure their successful delivery against contractual targets. These projects include: 1) Launchpad (aimed at start-ups and lifestyle businesses), 2) Scale Up 360 (aimed at high growth and scale-ups) and 3) the Community Wealth Builder project (aimed at social enterprises).

To be directly involved in the operational delivery of these projects as a Business Adviser providing expert advice and support to early stage and scale-up businesses.

To work proactively with the SMT to secure additional business support contracts for the Chamber to deliver in line with the business plan.

Account Management of approximately 150 existing Chamber members.

Department

Business Support

Key Internal & External Relationships

|Internal |External |

| | |

|Directors |Clients |

|Business Advisers |Referral networks |

|All teams |Chamber members |

| |Specialist providers |

| |Support agencies |

| |Doncaster MBC (all related departments) |

| |Partner and funding agency representatives |

Supervisory Responsibilities

2 x Business Advisors

Main Duties & Tasks

▪ Responsible for the management and monitoring of all current and future enterprise support contracts, including: Launchpad, Scale-Up 360 and Community Wealth Builder.

▪ Manage and motivate colleagues within the Enterprise Team ensuring that they hit contractual outcomes and deliver against membership sales and retention targets.

▪ Work with external partners (including funders) to ensure contractual milestones are achieved and that the business support offer to clients and businesses is joined up in the borough and City Region.

▪ Work with the SMT to secure new enterprise and business support projects in line with the Chamber’s business plan; this will include bid and proposal writing.

▪ Responsible for the operational delivery of the business start-up targets within the Launchpad contract.

▪ Represent the Chamber to external partners and funding bodies through attendance at appropriate meetings and events.

▪ Weekly monitoring and reporting of outputs, milestone, budget updates and ongoing risk identification in line with the contract requirements and membership targets.

▪ Ensure all clients receive the agreed client journey as highlighted in each enterprise support contract.

▪ Support each start-up client ensuring their journey is based on positive experiences.

▪ Engage and network with appropriate partners and stakeholders building mutually beneficial relationships and referral networks.

▪ Ensure regular client monitoring is completed and appropriate actions delivered where identified.

▪ Ensure the CRM is updated within a maximum of 48 hours of each client engagement/meeting.

▪ Ensure all emails and queries from clients are addressed within a maximum of 48 hours.

▪ Account Management of approximately 150 existing members which will include all members who may be eligible for the Launchpad programme.

▪ Follow and adhere to internal policy and behavioural guidance.

▪ Support other departments as and where appropriate.

▪ Always represent yourself and the Chamber in a positive manner both externally and internally.

▪ Support and develop a team culture, a ‘can do’ attitude and always be a positive representative of the Chamber, maintaining professionalism and integrity at all times.

Skills, Experience & Competencies

• Experience of dealing with and supporting businesses in an advisory capacity.

• Experience of local funding streams.

• Experience of multi-agency partnership working.

• Evidence of good written & verbal communication skills.

• Experience in account management.

• Experience of budgeting and financial planning.

• Evidence of ability to work on own initiative and to deliver to tight deadlines.

• Evidence of good organisational skills.

• IT literate, with experience of using spreadsheet and database packages.

• Able to relate to empathetically to clients.

• Local business knowledge.

• Must be able to travel to venues situated within Doncaster.

Key Performance Indicators

| | |

|Ensure all contractual outputs are achieved by the team. | |

|Ensure KPI’s are achieved by the team. | |

|Achieve all contractual outputs as per the Launchpad contract. | |

|Account Management of approximately 150 existing members, ensuring each member receives the highest | |

|levels of service as per our membership journey. | |

|Achieve a minimum retention rate of 85% of all accounts being managed. | |

|Submit monthly claims in line with the Chamber’s enterprise support contracts. | |

|Additional KPI’s and tasks may be agreed and added from time to time according to business needs | |

| | | | |

| | | | |

| | |

N.B

All outputs are based on full time equivalents. Numbers for account management, will be pro rota in the event of part time working

Signed (Job Holder): _________________________________ Date: __________

Signed (Line Manager) : ______________________________ Date: __________

Please return a signed copy to the HR & Procedures Manager and retain one for your information.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

Doncaster Chamber Vision, Values and Behaviours

Our Vision: “To be the best Chamber of Commerce in the UK.”

Our Values and Behaviours:

1. Empowered: “We have the freedom and confidence to use our own initiative and have trust in others.”

• We are accountable, responsible and own our decisions

• We embrace challenge, feedback and enjoy learning

2. Helpful: “We listen to peoples’ needs to make a positive difference with meaningful interactions.”

• We are friendly, approachable and always show willingness

• We listen actively to provide tailored solutions and great service

3. Meaningful Collaboration: “We work with others to achieve shared goals.”

• We add value to the people we work with by sharing our knowledge and skills

• We welcome the opportunity to learn from others

4. Credible: “We have an excellent reputation achieved through our people and demonstrated by our accreditations.”

• We act with courage to honour our commitments

• We proactively seek development opportunities to enhance our knowledge

5. Belief: “We believe in ourselves, our members, our partners and our borough”

• We use positive and open communication

• We respect and have confidence in others and ourselves

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