Customer Care Advisor jobs in United Kingdom

Edelman is a voice synonymous with trust, reimagining a future where the currency of communication is action. Our culture thrives on three promises: boldness is possibility, empathy is progress, and curiosity is momentum.

At Edelman, we understand diversity, equity, inclusion and belonging (DEIB) transform our colleagues, our company, our clients, and our communities. We are in relentless pursuit of an equitable and inspiring workplace that is respectful of all, reflects and represents the world in which we live, and fosters trust, collaboration and belonging.

At Edelman Health we are on a mission to help the world's largest pharmaceutical companies and healthcare brands build and safeguard trust with an ever-growing audience of stakeholders, and show how their complex products deliver the thing we all value most - life.

The Health Team at Edelman strategically partner with clients to deliver global, regional and local integrated campaigns for disease awareness, medical education, patient and employee engagement, digital communications, data and regulatory milestones and much more!

Championing diverse skills, backgrounds and specialisms in our team is the key to our success, and it is this EMEA collective of 130 brilliant PR, medical and scientific communications professionals that has helped make us an award winning agency! This year, among the 16 trophies won at Cannes Lions 2024 by Edelman, our Health team collected a Silver Cannes Lion in the Health and Wellness category for their work Allegra Airways,executed for the global Sanofi account.

Successfully diversifying and winning new business as well as growing accounts, our team are now looking for passionate PR professionals to join Edelman Health. So, if you are looking to take your career in Health PR to the next level and collaborate with some of the best in the industry, gaining exposure to some of the biggest accounts in the business, keep reading, this role could be for you...

The Role

Edelman are now looking for a Senior Account Executive to join the Health department on one of our innovative medical devices accounts, managing daily client account work whilst providing support to senior team members. This is a global account that encompasses both high science and integrated creative work including data and regulatory milestones communications, disease awareness campaigns, product launches, influencer and much more.

As Senior Account Executive you will have frequent interaction with the client(s), provide counsel on tactical implementation, and begin to act as a key lead on sections of client projects and campaigns. In time you will also begin to supervise the work of more junior team members. In addition you will also play a key role in activating and executing communications marketing campaigns for clients and will manage reporting.

If you are a driven Senior Account Executive with passion for Health PR and would like to be considered for the role and work at PRovoke's EMEA Large Regional Consultancy of the Year 2024, then please APPLY TODAY.

• Client service:
• Client centricity – Support your teams in meeting agreed client expectations and needs, including updating the client confidently on calls/emails regarding your projects and proactively responding to client queries in a timely and professional manner, seeking team input/counsel where appropriate. Be able to provide consistent support across multiple teams for multiple projects.
• Brilliant basics – Develop first draft media materials and other written documents with minimal mistakes/typos. Demonstrate a network of traditional and online media/influencer contacts and conduct media sell-ins. Be a consumer of news, identifying media trends/interests and what ‘works’ with top media.
• Flawless execution – Manage/oversee management of action trackers, liaise with internal and external stakeholders, develop agendas and status reports for client meetings/calls, attend client meetings/calls and update clients on actions for which you are responsible, develop compelling and error-free written documents. Ensure you get a good brief from the team prior to starting work on a project and when working with a more junior member of staff, give her/him a good brief and provide guidance to encourage quality work. Become a ‘safe pair of hands’ for your accounts.
• Integrated marketing fundamentals – Understand the different types of activities that can be classified as Communications Marketing, including advertising, direct marketing, branding, online presence, printed materials, PR, sponsorships, congress activities, etc. Become the media guru for each of your teams, building relationships with key journalists.
• Insights – Apply learnings from team meetings and training to complete your tasks with intelligence, speed and accuracy. Support the planning team in conducting research to identify appropriate insights, and apply research tools to client briefs.
• Collective creativity – Foster strong relationships with team members, including those not based in London, and show consistent support of your colleagues, offering extra support during busy times. Build your network beyond the Health Brands team to identify where other parts of the Edelman business can offer extra value to your clients.
• Digital fluency – Understand the most commonly used digital and social channels and be able to draft effective content for each. Understand how paid digital media works and be able to run/oversee a paid campaign.
• Consultative skills – Ensure you understand objectives of each project or task and listen with intelligence, asking questions to clarify when needed. Think about how to approach your clients in terms of body language and tone to obtain the information you need. Take ownership of small projects within your account and be able to update the client on these.
• Financial management:
• Business acumen – Understand project/client budget parameters and manage vendors/ third party contractor relationships. Draft first-pass project budgets for review and input from your senior team member. Assist project managers in tracking and monitoring financials.
• Submit accurate timesheets and understand service levels for your clients.
• Talent development and team management:
• Provide ongoing, constructive feedback to team members.
• Mentor, coach and support AEs, AAEs and interns or graduate trainees to ensure the delivery of high-quality work. Ensure you position feedback as constructive, leaving your junior team members feeling motivated, and supporting them towards longer-term initiatives and goals.
• Identify areas of self-development and commit to continuous learning via ELI and other training.
• Promote a positive team environment and lead by example.
• Engage with the departmental ‘people’ lead and the HR department on all relevant matters for your own employment.
• Brand and business building:
• Participate in the new business process, including research, audits, idea contribution, brainstorms and proposal development.
• Identify and engage in networking opportunities, making the most of your university or professional networks, becoming an ambassador for Edelman.
• Follow news relevant to target industries and flag potential opportunities to your existing clients while also keeping an eye out for new opportunities for additional account growth.

• Previous experience working in an agency environment within PR and Communications or similar marketing field, ideally having exposure to big accounts or medical devices work though this isn't a mandatory requirement.
• Previous experience working in a fast-paced team environment where multi-tasking is the norm.
• Demonstrated excellence in written and verbal communications skills.
• A proven ability to deliver results and execute client campaigns.
• Experience of day-to-day media relations to drive results for clients.
• Some experience of client handling and management.

• Excellent written and verbal communications skills.
• A creative mind and ability to ‘sell a story’ to media and stakeholders.
• A team player comfortable with multi-tasking in a fast-paced environment.
• Strong organisational skills.
• Ability to adapt communications styles dependent on audience and message.
• Sound judgement.
• High attention to detail.
• Strong network of professional relationships.
• Can use digital and social tools to drive online engagement.

Benefits

Our benefits and policies are designed to ensure our employees feel comfortable, inspired and equipped to thrive and do their best work. We offer a wide range of benefits across health, family, community, finance and time away including:

Competitive Annual Holiday plus an additional days holiday for your birthday and 3 days over the festive season.

Flexible working - Hybrid working policy and 30 days work from anywhere worldwide!

Financial Wellbeing - Pension plan, income protection, and life insurance at 4x annual salary.

Building a Family - Whether it’s maternity leave, adoptive leave or shared parental leave, take up to five months on full company pay. We also celebrate the arrival of your child or wedding day by offering a company child & wedding gift. In addition Edelman partners with Peppy, a specialist healthcare and wellbeing service that provides all employees with access to expert pregnancy and parenthood, menopause and fertility support.

Health and Wellbeing – Access to Private Medical Insurance, Digital GP and wellbeing program, Cycle to Work Scheme, subsidised corporate gym membership, a Quit Smoking Scheme, Annual flu vaccinations and 24/7 access to trained professionals in relation to a range of issues, in absolute confidence.

Personal and Professional Development- Clear progression routes and continuous training/professional development via Edelman Learning Institute.

Community – Get to know your colleagues and unwind at our weekly staff get together. We also encourage everyone to take part in our Citizenship Activities where you can spend a day each year helping a charitable cause, paid for by us.

Our Values

Core to our culture are our values, which guide our behavior, support a client-centric approach, influence the way we work with each other, our clients and the community, and inspire great work.

The Relentless Pursuit of Excellence: Bringing the best of ourselves and partners to our clients.

The Freedom to be Constantly Curious: Tenacious, flexible and thorough approach that drives creativity and growth for clients and ourselves.

The Courage to do the Right Thing: Trusted and resilient partner, committed to building a diverse, equitable and inclusive workforce, that prioritizes the wellbeing of ourselves and our colleagues.

The Commitment to Positively Impact Society: Performing our work with an environmental conscience, and a sense of tolerance, fairness and equality.

Edelman is a provider of equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.

We are in relentless pursuit of an equitable, impactful, respectful and culturally-curious workplace that drives innovative thinking, cultivates diverse ideas, and promotes true collaboration among our employees and our partners. For further information visit: Diversity, Equity and Inclusion | Edelman

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We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t perfectly align with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.