Senior Social Value Advisor

Application submissions closing on 17th May 2023

Who are we?

We’re a company on a mission to deliver £100bn in Social Value to help people, places and the planet thrive. We launched in 2014 and within a short time have become the market leader in measurement and reporting of Social Value in the UK. The market is young and rapidly growing and we have recently received investment to further scale the business, both in the UK and internationally.

We’re a fast-growing SaaS scale-up, with over £16bn of Social Value being tracked through our digital platform to date. We have a suite of user-friendly, online collaboration tools that enable our clients in the public, private and voluntary sectors to work together to deliver Social Value. Our core offering is an evidence-led social value measurement framework, called the Social Value TOM System (Themes, Outcomes and Measures). We not only provide a platform, but our proposition also spans a consultancy division, as well as a new Social Value learning academy.

What we are looking for

We are looking for self-starter individuals to join our busy Client Services team. Our team manage a growing portfolio of public and private sector clients across the UK and are focussed on ensuring that they obtain maximum value from our products and services. Key activities are based around ensuring effective utilisation of the Portal via training and support, advisory and expertise around our National TOMs framework and general advice in relation to Social Value.

We already have a genuinely great team and are looking for more like minded people to join us who excel in building great relationships with colleagues and customers alike. Goes without saying that strong relationship building skills are vitally important along with excellent digital, analytical and project management skills. Working alongside the Strategic Account Managers you are responsible for delighting our customers and ensuring that our clients receive the best in class service from us.

Our team is full of dynamic, passionate and enthusiastic people who are fired up and excited about Social Value, there is much time spent working independently, but also be prepared to come together and work effectively as a team when necessary. The environment is fast paced and ensuring the smooth delivery of the delivery of multiple client projects at any given time is standard so plate spinning skills are also useful. This is a hands-on role that requires a proactive individual who is willing to learn, use their initiative and has experience effectively managing multiple direct day-to-day client relationships.

What you will be doing

• Client relationship management with a range of Clients, including suppliers, for 8-12 Strategic accounts
• Regular account management activities to ensure the health of the client account is maintained operationally
• Work closely with other key areas within Customer Success to ensure the smooth delivery of services to your clients is gained
• Work closely with Implementation Lead on the delivery of onboarding sessions to maximise platform adoption early in the lifecycle and aid client relationship management at the outset
• Highlight areas for growth to the SAM for a wide range of public and private sector clients to ensure opportunities from the close interaction with the client are not missed, ensure these are registered within Salesforce for traceability!
• TOMs mapping with clients, continual advisory to support clients requirements
• Drive platform adoption and utilisation by demonstrating best-practice usage of the National TOMs and reporting through the Portal
• Continuous drive for Clients to use Self Help resources for efficiency gains and reporting available on demand
• Ensure clear visibility of Membership plan sold and the SVA deliverables associated
• Clear engagement with the SAM on renewals and any changes within the deliverables required to support the revised membership plan
• Analyse project performance and metrics, ensure clients are inputting the data required and the process and timescales for validation

• Utilise an organised and structured approach to working with great attention to detail to drive higher NPS scores

• Illustrate best practice use of CRM (Salesforce)
• Present confidently, online and in-person, to a range of stakeholders, including C-suite, and establish yourself as a Social Value expert
• Support customers with the adoption of new products and tools developed by SVP based on need (e.g., CSV Upload Tool, Corporate Social Value Framework etc.)
• Work collaboratively with teams within SVP to provide member-feedback and drive improvement to process and products
• Participate in company Webinars, where required and based on subject matter experience

Requirements

• 1.5+ years' experience working in a Senior customer facing role with 9-12 months experience working in Social Value, sustainability is desirable
• Customer success and service or project management background with experience managing key client relationships (ideally within the tech and/or sustainability industries) is highly desirable
• Excellent communication skills and comfortable leading client presentations and meetings online and in person
• Experience within a customer operations role and using telephony tools to communicate effectively with clients and resolve issues quicker by outbound calling
• Excellent time management, forward planning and workload management skills
• Confidence working alongside senior leadership/management
• Ability to work with data and be comfortable working with numbers
• Proficient in working with web applications with the ability to explain functionality of an application or programme to clients in simple terms
• Proficient in the use of Microsoft packages, mainly Word, Excel and PowerPoint

Benefits

What you'll receive from us

Social value is at the heart of everything we do, which is reflected in how we reward our team. We provide opportunities to give something back through volunteer programmes, we offer flexible working to provide a healthy work/life balance, and we have a focus on health that helps you to feel your absolute best.

• A competitive salary of between £36,000 - £42,000 depending on experience
• Industry-leading initiatives in social value, including 6 paid volunteering days per year
• Access to a 24/7 EAP (for practical and emotional support including face-to-face counselling)
• 34 days of leave per year including UK bank holidays AND your birthday off work!
• Company shut-down over Christmas to provide a long and well-deserved break
• Annual increases to holiday after 3 years’ service (potential to have 39 days off per year)
• Flexible working including hybrid office days from either London or Manchester, remote working and flexible lunch hours
• Private medical insurance with WPA
• £400 annual learning budget to support your continuous growth and development.
• Cycle to work scheme
• Electric vehicle scheme, allowing you to lease a brand-new EV through salary sacrifice
• Ethically invested pension scheme, matched to a max of 5%
• Enhanced parental leave
• 6 months fully paid Maternity, PLUS a 4 day week on full pay for 6 months on return
• 1 month fully paid Paternity
• Life assurance at 4 x salary
• A remarkable opportunity to join an ethically entrepreneurial business where you can make a real positive difference

Equality, Diversity & Inclusion

We are working hard to create a representative and inclusive team, because we know that different experiences, perspectives and backgrounds make for a stronger and better workplace. To us, EDI is about more than words:

• 10% of our business are trained Mental Health First Responders.
• Our Inclusion Committee meets regularly to lead on inclusion initiatives.
• 50% of our decision-makers are female.

Social Value Portal is an equal opportunities employer. We actively encourage people from disadvantaged backgrounds to apply, including but not limited to those living with disabilities and those with prior convictions.

We leave no room to discriminate based on race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class.

Everyone is welcome and in this together. Let’s do this!