Word360 is a Birmingham-based technology platform reshaping how the NHS and wider health and social care sector access language services. Our platform connects clinicians and patients across language barriers in real time, with products including Wordskii, which integrates directly into NHS clinical systems, and Wondaa, our AI-powered interpreter. We are a multi-award-winning business with a strong NHS footprint and a clear growth agenda.
Main Purpose of Job
This is a client-facing account support role sitting at the heart of the Word360 commercial team. You will own a portfolio of smaller NHS and public sector accounts, support senior account managers across the team, and serve as the go-to internal expert on our platform and services.
The role has two distinct parts. The first is account ownership: you are responsible for a defined portfolio of accounts, ensuring clients receive a consistent, high-quality service and that Word360 meets its contractual SLA obligations across every account you manage. The second is team support: you keep the commercial team running smoothly by delivering client training, managing reporting, supporting onboarding activity, and maintaining the data and systems that the team relies on.
This is not a background role. You will be regularly client-facing, presenting to NHS teams, delivering platform training, and representing Word360 in a professional and knowledgeable way. The right candidate will take genuine pride in the quality of what they deliver and in being the person the team and clients can rely on.
Responsibilities and Duties
Reporting and insight
- Compile and distribute performance reporting covering SLA and fulfilment rates, account activity, and service quality metrics across the portfolio.
- Analyse client feedback and usage data, identifying trends and patterns that inform the account management team's approach and anticipate client needs before they become issues.
- Produce presentation materials and account summaries to support Senior Account Managers ahead of business reviews and renewal conversations.
- Maintain data integrity across HubSpot and supporting systems, ensuring the team is always working from accurate and current information.
Account management
- Own and manage a defined portfolio of public and private sector accounts, acting as the primary point of contact for day-to-day service queries, account administration, and relationship management.
- Ensure every account in your portfolio consistently meets Word360's contractual SLA’s
- Monitor account health across your portfolio, identifying early signs of service risk or client dissatisfaction and escalating to the relevant Senior Account Manager promptly where applicable.
- Maintain accurate and current account records in HubSpot: contacts, service notes, activity logs, and renewal dates.
Client training and onboarding
- Serve as the internal product expert on Wordskii and Wondaa, developing a thorough working knowledge of both platforms and staying current as the product evolves.
- Deliver client-facing platform training and onboarding sessions via webinar and on-site visits, ensuring new clients are confident and capable users of Word360 services from the start.
- Plan and deliver client roadshows and product demonstrations, presenting Word360's technology clearly and professionally to NHS operational and clinical teams.
- Develop and maintain client-facing training materials, guides, and onboarding packs, keeping them current as our services and products evolve.
- Support the wider account management team with onboarding of new clients won through tender or business development activity, coordinating the practical elements of go-live.
Quality and compliance
- Work alongside the operations and QA teams to ensure ISO9001 standards and contractual requirements are consistently met across accounts you manage.
- Collaborate across internal teams to address recurring service issues through targeted training and client support, reducing avoidable escalations.
- Support the Bid Writer with proposal materials, capability statements, and client case study content as required.
Skills and Attributes Required
- Experience in a client-facing, account support, or customer success role. You are comfortable managing relationships professionally, handling service queries, and representing an organisation well in front of clients.
- Strong organisational skills and attention to detail. You will be managing multiple accounts, deadlines, and data sources simultaneously and you need to be someone who stays on top of all of it without being chased.
- Good communication skills, written and verbal. You will be delivering training, writing client-facing materials, and presenting to NHS teams. Clarity and professionalism matter.
- Comfortable working with data and reporting. You will be pulling performance metrics, identifying trends, and presenting insight to the management team on a weekly basis. Proficiency in Excel or equivalent tools is expected. Experience with HubSpot or a similar CRM is a bonus.
- Genuine interest in technology and how it works in practice. You do not need to be a technical expert, but you need the curiosity to become one. Wordskii and Wondaa are central to this role, and you will be expected to know them well.
- A reliable, professional approach. The team and the clients both depend on you to do what you say you will do. Consistency and follow-through are as important as any specific skill.
- Must be prepared to travel to customer sites, have full UK driving licence and access to a car
Nice to Have
- Experience working with NHS or public sector clients.
- Familiarity with NHS procurement, commissioning structures, or how NHS operational teams workday to day.
- Experience delivering webinars or client-facing training sessions.
- Knowledge of language services, interpreting, or translation.
What We Offer
- A role with real ownership and client responsibility from day one, within a growing commercial team.
- The opportunity to become the internal expert on Word360's technology platform, with structured product training and ongoing development.
- A competitive salary with the opportunity to take on broader commercial responsibilities over time for those who want to develop in that direction.
- A team that takes its work seriously without taking itself too seriously, and a business that is genuinely in a growth phase.
- Hybrid working.
Benefits
- Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday.
- Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days.
- Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel.
- Employee Recognition: Celebrate achievements with our employee awards and development programs.
- Health and Wellness: Benefit from health insurance, reduced gym memberships, reduced cinema tickets, and more.
- Career Growth: Your efforts drive your success. With our ambitious growth plans, you’ll continually expand your expertise and opportunities.
- Cycle to Work Scheme: Join the cycling revolution with our support.
- Pension Scheme: Secure your future with our workplace pension plan.
- Paid Sick Leave: Rest assured with paid time off during illness.
- Social Events: Engage with colleagues and innovate through business-wide social events.
Recruitment Process
- Successful applicants will complete a short pre-screen, including recorded answers to a few questions, along with a psychometrics test.
- If shortlisted, you’ll be invited to a first interview (via Microsoft Teams or in person).
- Finalists will attend a final interview (again, either online or face-to-face).
- Please note, the process may change
Diversity, Inclusion and Wellbeing
Diversity, inclusion and wellbeing is an important part of Word360's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture.
We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
Additional Information
If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.