Customised Awards Account Manager
LANTRA
Stoneleigh – Head Office
Full-time
Listed today
ROLE PROFILE Job Title: Customised Awards Account Manager Department: Customised Awards, Customer Excellence Team Responsible for: none Location: Stoneleigh – Head Office Line Manager Job Title: Manager, Customised awards Date: February 2026 Purpose • Management of customised award providers to ensure quality of delivery and maximise revenue Key Responsibilities Responsibility Business Development Provide effective account management to Customised award Providers • Generate income from the sale of Lantra’s customised awards • Ensure that customised award providers have a good understanding of Lantra’s customised award product and understand the benefits. • Act as the first point of contact to manage and resolve enquiries effectively and efficiently. • Provide support to customised providers in the use of Quartzweb. • Working closely with the Manager, customised awards, Heads of Industry and Lantra account managers to understand the potential market for Lantra’s customised awards products In conjunction with the manager, customised awards, identify gaps in customised award provision and secure new customised providers / courses • Quality • Support the quality assurance of providers by providing effective administrative support • Support with updating work instructions, policies and processes on SharePoint. Support with the testing and implementation of revise Administration • Manage all data in accordance with GDPR Initiate and execute continuous improvement • • Complete documentation in line with process and procedures. • Support Industry and business programmes Outcomes and measures • Generate customised awards • Track potential providers through a sales pipeline • Drive customised award applications to completion • Approval meets expected timeframes • • Number of conversions / Volume of Increase NPS sales • No customer complaints • Lantra approval process is rigorously applied • All quality assurance activities logged and tracked • Documentation prepared and • communicated pre and post activity Identify any changes/gaps to processes and update as required in SharePoint • All enquiries, applications and approvals logged and tracked • Appropriate documentation completed and recorded on relevant systems 1 • Support the Customised Awards element of the • Prepare PMG agendas and take Product Management Group effective notes at monthly meetings • Raise actions in Teams as appropriate Role Dimensions Budget responsibility: Ensure that all invoices are raised appropriately, that membership renewal is smooth and only renews live customised awards Person Specification Knowledge / Skills Required Experience • Good Microsoft Office skills, especially Word and Excel • High standard of written and oral communication • Understanding of the ISO processes relating to quality assurance • Attention to detail with the ability to deliver to deadlines. • Commitment to deliver high standards. • Organisational skills with ability to prioritise. • Ability to maintain quality systems processes and maintenance of document audit trails. Desirable • Understanding of qualification Quality Assurance processes • Understanding of the qualification life cycle • Understanding of Document Vault/Manage Engine • Experience of managing website content Experience Essential Desired • Skilled in customer account management • Skilled in relationship management • Excellent knowledge of Lantra customised award • Knowledge of Lantra’s products and services processes • Skilled user of Microsoft Excel • Skilled user of QuartzWeb Behaviours Corporate Value Customer First Expected Behaviours • Ensures the team understand who the customer is and what their needs are • Leads by example and builds a culture of customer excellence within the team Commercially Driven • Supports the team to resolve customer service problems • Understands the business structure and their role in achieving business Collaborative Camaraderie plan • Continually looks for opportunities to increase revenue • Looks to streamlining process, costs and resources to focus on adding value • Encourages effective communication across all levels • Agrees expectations and priorities together • Recognises the priorities of other departments • • Encourages team spirit and manages conflict quickly and fairly • Encourages team members to support and assist others, celebrating Is approachable and open to the ideas of the team successes Personal Effectiveness • Take ownership of a task they have been allocated and follows through· 2 Leadership • Plans ahead and communicates these plans to those who need to know • • Role models the Lantra Values and Behaviours Is polite, courteous and respectful in all interactions with others 3