Client Engagement Advisor

2 weeks ago

Littlehampton, United Kingdom Fittleworth Full time

We are seek an enthusiastic, empathetic, willing-to-grow Client Engagement Advisor to join us from the 2nd April 2024 in LIttlehampton Office.

The Client Engagement Advisor will be responsible for growing and enhancing our client database through maximizing client retention, promoting our range of services, and driving client satisfaction through performing a wide range of outbound client service activities.

**_Main areas of responsibility:_**
- Proactively manage and deliver outbound client calls, identifying client needs, to make clients aware of the wide range of Fittleworth services
- To perform a range of outbound calls to clients including:

- New client welcome calls
- Client satisfaction calls
- Client win back calls
- Prospective client calls
- Sample follow up calls
- Retain existing clients while proactively securing new clients
- Record outbound call history and client response in detail, ensure timely client follow-up in line with agreed timeframes
- Make new and existing clients aware of Fittleworth’ s Lifestyle services
- Display excellent knowledge of Fittleworth’ s services
- Advocate the Company’s Clinical Respect promise to deliver excellence in patient care while helping achieve best value in prescribing
- Adapt to use a range of techniques to handle objections and retain / win clients whilst providing excellent service
- Achieve individual and team key performance indicators (KPIs)
- Deliver a best in class client experience, by listening and meeting the needs of our customers in order to grow and retain our customer loyalty
- Monitor client satisfaction levels and provide feedback to appropriate team members to further improve the standard of service provided
- Work in line with standard operating procedures and client call scripts.
- Ensure every opportunity to improve Fittleworth’ s service is identified and actioned
- To listen and take on board client feedback and provide appropriate resolutions to the benefit of both the client and Company
- Take full ownership for any client queries and resolve in a timely manner
- Ensure Fittleworth remains competitive in the marketplace by maintaining a good working knowledge of all competitor services
- Identify personal development areas and fully participate in all training provided by the Company
- Be a champion of change and display a positive attitude at all times towards colleagues and tasks performed
- Maintain the accuracy and quality of client records in line with General Data Protection Regulations (GDPR)
- Assist and support sales, marketing or other departments in handling client requests, campaigns
- Enrol new clients onto the Fittleworth system
- Log complaints as received and escalate as required in line with agreed processes
- Support less experienced staff by providing on-the-job and hands on training
- Establish and maintain effective working relationships with co-workers, Team Leaders and external contacts
- Ensure that all services are provided in accordance with current legislation / NHS guidelines and Company processes and policy
- Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients
- Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner
- Demonstrate the Fittleworth Values within the business always

**_Skills Requested: _**
- Strong work ethic and the drive to succeed in a fast-paced environment
- Strong customer service skills with a passion for helping others
- Excellent telephone manner and communication skills
- Excellent listening and questioning skills to ensure all client information is identified
- Excellent interpersonal and communication skills
- Strong decision-making abilities
- Self-motivated and target driven, with excellent planning and organizational skills
- Demonstrated ability to be patient and polite when under pressure
- Ability to manage and exceed customer expectations
- Ability to manage and prioritise heavy workload
- Ability to advise, persuade, and influence clients to retain their business

**_Personal Qualities:_**
- A positive, confident, and determined approach
- Dynamic, enthusiastic, self-motivated, resilient, and target driven
- The capability to flourish in a competitive environment
- Constructively reviews and analyses own performance in order to develop potential.
- Goal orientated with a high level of commercial acumen.
- A strong influencer with first class communication skills
- Mentally agile with a capacity for self-learning,
Self-motivated and resilient.
- Keen to go the extra mile

**_What we offer you:_**
- A purpose driven culture of people driven to making a difference in people’s lives
- Life cover from commencement at x10 your annual salary
- Day 1 an auto-enrolment pension scheme offering 2% employee contribution / 6% Company contribution
- Full pension scheme offering 3% employee contribution and

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