Katie-Ellen May

As an existing WorkNest employee, I am particularly interested in pursuing this role of Client Manager as I enjoy building and maintaining strong client relationships. While my current role isn’t target-driven or commission-based, I find the prospect of working in a performance-focused environment both exciting and motivating. I’m naturally driven and goal-oriented and I’m confident that the added structure of targets and incentives would further fuel my enthusiasm, focus, and ambition to succeed.

In my current role of Key Account support, I find it rewarding to be a trusted point of contact for any queries or issues and seeing them through to a suitable resolution. Issues raised can often be somewhat complex, due to the nature of the Key Accounts being primarily larger in terms of number of staff and/or sites. I ensure clients feel heard and supported, whilst working quickly with other teams to investigate and resolve the root cause of the problem. By maintaining clear communication and managing expectations throughout the process, I’ve been able to turn challenging situations into strengthened client relationships.

As well as resolving any system-related issues, other key parts of my current role include: answering often a high volume of inbound calls; carrying out welcome calls to new clients (outlining what will be involved in their service and capturing their onboarding requirements); training clients onto our systems; liaising with consultants and the Health and Safety Bookings team to ensure due visit reports are accurate, so that contracted visits are delivered on time. Due to the varied nature of my role, I am capable of organising and prioritising my workload and understand that these priorities can shift based on volume and urgent requests.

I have had direct involvement with renewing HR LAW clients back in 2022; a role myself, Mike and Claire stepped into to assist the LAW team during some staff capacity challenges. This involved initiating renewal discussions with the client, creating a proposal with fees that were attractive for both the client and our business and producing service agreements when the clients confirmed they were happy to proceed. As a result, I achieved a 75% renewal rate across the clients assigned to me. Through my discussions with Harry relating to the pricing parameters and my experience in providing fees to clients, I felt confident in justifying our pricing structure, which has significantly enhanced my commercial awareness.

I also have experience in both upselling and cross-selling products to our existing clients, by identifying opportunities that align with their needs and goals. Through regular communication and understanding of the services we offer, I have been able to recommend relevant products, such as Fire Risk Assessments, Legionella and Asbestos Surverys and LearningNest, which have contributed to increased revenue and long-term client engagement. In FY24/25, I ranked among the top performers in my team for lead conversion rate and successfully generated £75,789.05 in TCV from my closed-won Stronger Together leads.

My English degree has provided me with strong literacy, communication and problem-solving skills that are highly valuable to a Client Management role. It has developed my ability to analyse information critically, communicate clearly and tailor emails to different audiences. This has allowed me to respond to current challenges in my role with clarity and confidence, whilst maintaining strong, solution-focused relationships.

The rapport with WorkNest’s clients and colleagues over the past 7 years and experience I have gained from my current role and the has equipped me with the ability to anticipate client expectations, manage multiple priorities and foster long-term relationships – making me well-prepared to contribute to a team focused on client success and retention.