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Portfolio are proud to be representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector.

This is a great opportunity to join the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation as a Client Experience Administrator.

The Role

Client satisfaction and retention is a priority to our business and the fundamental requirement of this role is to actively engage with clients to ensure that they are receiving a proactive and responsive service that exceeds their expectations. It is essential that you have the ability to understand the client's needs, provide solutions and deliver exceptional service throughout the client journey.

It is an integral part of the role to apply a one call resolution to complaint handling where appropriate and provide timely updates to complaints under investigation to maintain client confidence.

Day to Day Responsibilities

Complete any requests for welcome calls to all new clients at inception and existing clients at renewal where required
The Customer Success and feedback mailbox is constantly monitored, and all emails are processed within SLA
Management of electronic literature and co-ordinate minor marketing amendments with the internal marketing team
Support with contract queries for group clients with retention as a key focus
Support with any queries from clients for our portal and app
Set up of access to the portal and the app for clients and internal stakeholders
Provide support with booking contractual client meetings and scheduling of RM diaries Complaint logging and support with distribution, investigation and one call resolution focus to support our drive for excellent service
Co-ordinating on-site wellbeing events merchandise and fulfilment for clients and the relationship management team

What you Bring to the Team

Excellent attention to detail and a real passion for problem solving.
Excellent standard of communication with experience in various channels.
Ability to manage your own time and workload confidently.
Be the first point of contact for resoltion with both client and internal stakeholders.
Be able to challenge and influence at a senior level, confidence is key.
Have a solution focused approach, pro-active and self motivated attitude towards working to deadlines.
High level of computer literacy (MS Office, Word, Excel and Powerpoint)
A dynamic and flexible approach, as well as the ability to work well under pressure.

Benefits

25 days' holiday, plus bank holidays
Day off on your birthday
Cash plan for you (and your children, if any)
Holidays increase after 2- and 5-years' service
Contractual sick pay
Private medical insurance after 5 years' service
Pension Plan and Life Insurance
Pension plan contributions increase after 5- and 7-years' service
Holiday season bonus after 3 years' service
Profit share scheme
Season ticket loan scheme
Cycle to work scheme
Access to Employee Assistance Programme
Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink
Company incentives, access to discount schemes

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