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CLIENT CARE SPECIALIST - QUERIES.

Manchester - Office Based - £23k + Profit Share Scheme

Are you looking for a Career? But haven't found a company with a career pathway and structure in place?

My client is a Global Consultancy Firm that specializes in H&S, HR, and Employment Law Services for Businesses. They have been providing these services for over 40 years and have huge growth plans in place.

We are now looking to recruit a Client Support Team Member to join the team to help support the growth of the business.

Job Overview

As part of their client experience team, you will become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client-focused solutions.

Day-to-Day Responsibilities

Provide excellent customer service to new and existing Peninsula clients.
To understand all client databases and systems to adequately access the client and service information.
Maintenance of client profiles including additional sites, change in employee information, and undertaking investigations where appropriate.
Rescheduling of cancelled appointments
Management of client task lists
To receive client and consultant telephone & email inquiries and resolve them in line with internal SLAs. To liaise with the Business Development Manager regarding clarification of the client contracted service provision.
Provide feedback to line managers to help improve processes and promote best practices.
To provide comprehensive support to clients on the services they have and look for opportunities to expand the clients' services.
Accountability for obtaining a prompt response to client queries, complaints, and requests to cancel.

Job Goals and Metrics

Average of 30 actions per day
Average quality scores of 3.6+
SLA Management of 99%+
Minimum of 1 Positive review per month
Minimum talk time of 1.5 hours
All client telephone calls are to be answered in accordance with departmental standards.
All written client correspondence to contain clear, accurate, and thorough information and meet required standards.

What You Bring to the Team

A "can-do" attitude
Customer service skills are essential with a particular focus on rapport building and relationship management.
Excellent communication skills, with the ability to communicate with clients and internal stakeholders throughout the business.
Ability to work in a fast-paced environment.
Strong time management skills.
A dynamic and flexible approach, as well as the ability to work under pressure.

Benefits:

Profit Share Scheme
Offices Based in the heart of Manchester.
25 Holidays + Bank Holidays (Increases with service)
Day off on your Birthday
Perk Box Discounts
Christmas Bonus after 3 years
Social Events Throughout the Year
Contributory Pension Scheme
Private Health Insurance after 5 years

45514FAR

INDMANJ