Customer Support Executive

2 weeks ago

York, York City, United Kingdom Talent Innovations Full time
Job Description

Job Description

Client Support Administrator

Reports to: Client Support Manager

Based: Talent Innovations, 66 Bootham, York YO30 7BZ (with flexibility for some home based work)

Hours: 37.5 pw. 9am – 5.15pm or part-time (minimum 22.5 hours pw)

PURPOSE

To provide a full Client Support service to ensure a smooth running 360 and psychometric service that delivers on client commitments.

KEY ACCOUNTABILITIES

1.To provide first point of contact for all Client Support related client queries

2.To ensure the Client Support & psychometrics service fulfils the service level agreements on a daily basis.

3.To administer client projects, carrying out daily tasks on CRM

4.To maintain contact with clients, updating on project progress

5.To ensure clients are satisfied with the service provided.

6.To arrange and administer coaching sessions

7.To provide sales support, responding to client queries in absence of the sales team

Key Tasks

1.To be the first point of contact for clients requiring 360 software support – updating the system, liaising with the client and making recommendations for improvements

2.Set up projects when advised, inputting names and details individually or by batch upload.

3.Process reports, checking for any red flags, raising possible issues with client

4.Daily monitoring of project progress and liaison with client/team to resolve issues.

5.Manage the Client Support inbox on a daily basis and respond to Client Support queries by phone.

6.Manage and monitor the psychometric service – creating new projects and sending reports.

7.Answering the office phone and dealing with Client Support queries and issues.

8.Organising coaching and feedback sessions with Associate Consultants

9.Carrying out an end to end administration service of coaching sessions – booking sessions, chasing Participants, maintaining Booking system and associated spreadsheets and reports

10.Activate reminders when appropriate.

11.Raise potential ideas for improvements to the system with IT

12.Summarise project results by preparing summary reports for clients as required.

13.Be an active member of the business team

14.Updating records with prepayments (spreadsheets) and opportunities (on the CRM)

15.Preparing sales invoices for approval and checking off Associate invoices for payment

16.Respond to sales leads and arrange follow up sales contact, in the absence of the sales team

17.To provide holiday cover for the Client Support Manager and TI Accounts team.

SKILLS

Essential

·Happy to deal with complex detail and ability to work to high levels of accuracy. Working efficiently and effectively, providing a fast customer response

·Technically proficient, with effective use of software and systems, with an interest in technology

·Ability to learn quickly and deal with complexity

·To be able to communicate at all levels within organisations of varied cultures, including on the telephone, email and virtual working.

·Clear and professional communication – ability to articulate the exact needs of the customer back to the technical team and to present our solutions to the client in a clear and inspiring manner

·Excellent relationship building skills including dealing with clients

·Passion for delivering exceptional customer service

·Clear professional writing style

·Problem solving – thinking of creative solutions for clients, whilst being sensitive to client political and behavioural scenario

·Enthusiasm and can-do attitude – being flexible in approach and style

·Passion for development and learning

·Organised and effective at planning, co-ordinating resources

·Supreme team working skills, which will often use IT-based processes

·High proficiency in Word and Excel

Useful

·Interest/ background in HR and psychology

·Experience of psychometric or training /coaching administration

·Experience in use of Gantt charts and other structured project planning

·Statistical / analytical skills

Ability Test

·Upper 2 quartiles for graduate level verbal and numerical tests

TERMS OF EMPLOYMENT

·5 weeks' holiday plus Bank Holidays

·Company pension

·Salary negotiable – paid monthly

·Growth and development opportunities if flexible and proactive within a small but growing enterprise

May 2024

#J-18808-Ljbffr

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