Walker Fraser Steele Chartered Surveyors

Manager

• Maintain and enhance e.surv’s internal policies and controls with Quality and Technical teams
• Work closely with Customer Care to mitigate against and reflect on indemnity claims
• Monitor and react to industry news and policy changes
• Create and issue regular guidance to internal stakeholders
• Support Learning and Development in creating learning material for internal compliance
• Contribute to quarter end, month end and key milestone reporting
• Use analytical skills to interpret and analyse data, identify trends, and generate actionable recommendations

Surveying Quality Manager

Customer Success Manager

• Develop and execute strategies to grow revenue within individual accounts
• Build, maintain and grow strong relationships with B2B clients
• Guide new clients through onboarding, ensuring smooth implementation and understanding of our services
• Track client health metrics, usage data, and feedback to identify risks and opportunities for improvement
• Act as the first point of escalation for client queries and issues, ensuring timely resolution and maintaining service excellence
• Identify additional opportunities within existing accounts, supporting revenue growth and client retention
• Work closely with internal teams to deliver seamless service and resolve client queries efficiently
• Prepare regular performance reports and insights for clients and internal stakeholders, highlighting trends and recommendations

Customer Success Executive – B2C

Business Development Rep

• Prospect and win new B2B accounts: Identify and contact all appropriate new B2B business opportunities.
• Utilise all forms of outreach such as phone, email and virtual meetings to engage prospects.
• Present tailored solutions that meet client needs and position e.surv as the preferred partner.
• Ensure smooth onboarding for newly acquired clients.
• Manage accounts until they are actively transacting, providing support and guidance throughout the initial stages.
• Create \ refine strategies to maximise efficiency and effectiveness.
• Adapt approaches-based trends, client feedback, and company objectives.
• Hand over all active accounts to the Customer Success team following established procedures.
• Take ownership of reactivating dormant accounts when required.
• Update and manage client information in CRM systems.
• Provide timely and accurate reporting to support decision-making and performance tracking.
• Work closely with internal teams (CS, LCP etc) to deliver seamless service and resolve client queries efficiently.
• Monitor market developments and industry news to identify opportunities and risks.
• Attend relevant events to build knowledge and expand networks.
• Ensure all team tasks are performed to the necessary standards in order to align to quality standards and ensure data confidentiality, integrity and availability.
• Ensure own H&S, and that of colleagues by complying with both legal and policy requirements.

Surveying Quality Manager

Customer Success Executive – B2C

Business Development Representative – B2C