Service Account Manager (Permanent)

Account Manager, MP Services SALARY: £34,110 - 37,110 per annum Hybrid United Kingdom (multiple locations) - England Scotland Northern Ireland Wales London. We're a fully hybrid organisation, with colleagues across all corners of the UK JOB TYPE: Full-Time, Permanent to regulate through an exemplary, seamless service. MP Services is at the heart of IPSA, offering vital support to MPs and their staff to ensure they can access the funding they need to do their parliamentary and constituency work. The MP Services team provides principles-based support on a wide range of services from budget management to property to ensure MPs comply with IPSA s regulatory principles. The Account Manager regulates through service, providing support and guidance to a cohort of MPs and their staff on budget management, funding decisions, property and running an effective office. As part of a dynamic team of up to 20 Account Managers, the role works collaboratively through a matrix structure with IPSA s Payroll Services, Service Quality, Finance Business Partnering and Standards teams to ensure joined-up support and to identify trends and risks. The role holder will live IPSA s values, lead by example and collaborate with, support and challenge others to ensure IPSA remains a great place to work and MP and MP Staff satisfaction is high. Providing exemplary, seamless principles-based support to MPs and their staff, ensuring a joined up, consistently high-quality service aligned with IPSA s values, educating MPs and their staff on IPSA s systems and processes to support trust in democracy and assure the public. Managing day-to-day requests within challenging SLAs, ensuring MPs have access to the right support, services and information when they need it. Providing expert support to MPs and their staff on accessing funding, budget management, and property rental registration, enabling them to make sound, principles-based decisions. Contributing to continuous improvements, helping to shape and test new services and processes and embracing changes that impact MPs and their staff to minimise disruption. Building trusting, effective relationships with a cohort of MPs and their staff, understanding and anticipating their needs, spending patterns and challenges to provide timely, tailored high-quality support. Acting as the first line of defence by identifying and addressing risks early, constructively and sensitively challenging decisions that may fall outside IPSA s principles, and escalating concerns, where appropriate. Collaborating with internal and external stakeholders to provide joined-up, efficient customer service. You ll thrive in a customer-focused, regulatory environment and be passionate about supporting MPs, their staff and trust in democracy through seamless service. You ll be confident helping our customers navigate a principles-based approach to funding decisions, simplifying the complex and using data and insight to inform your conversations. You ll be flexible in meeting the needs of our customers and colleagues, owning your work and contributing to agreed projects, developing your skills in a supportive, vibrant, values-led culture and helping shape how we support Parliament now and in the future. You ll help safeguard public money thorough robust governance and reflect IPSA s values in everything you do. The experience and technical level required for the role, along with personal qualities, skills, attributes, and qualifications (where relevant) are listed below. Proven experience in complex customer-facing environments, focusing on building trusting relationships and regulating through seamless service. Excellent coaching and influencing skills to ensure MPs and their staff make principles-based decisions. Strong analytical and problem-solving skills, with good financial literacy and attention to detail, using data and insight to improve performance and identify trends. A collaborative approach, contributing to a matrix structure and supporting each other to get the best outcomes for all. Salary progression We operate a training and competency framework which consists of three stages - learning, developing, qualified. You can then progress to the final stage as Qualified , at this stage, you will have demonstrated the necessary skills, knowledge and experience to work independently and consistently deliver high quality work. Our commitment and values We re committed to creating an inclusive, vibrant community and to making IPSA a brilliant place to be. With diversity of backgrounds, experiences, and thinking IPSA will continue to operate as a high-performing organisation with a truly diverse and inclusive culture. That s why we encourage applications from all backgrounds and communities, such as returning parents or carers who are returning from a career break, people who are LGBTQIA+, from Black, Asian, and other ethnic backgrounds, with a disability, impairment, learning differences or long-term condition, with caring responsibilities, from different geographic regions and people from all socio-economic backgrounds, and any other under-represented groups in our workforce. As well as our Inclusion Panel we have several workplace networks that promote and celebrate diversity, equity, inclusion, and sustainability.