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Client Services Assistant

4 months ago

West Malling, United Kingdom Cloud21Limited Full time

**Who we are**
Since 2009, Cloud21 has been providing support to NHS and healthcare organisations through all the stages of their clinical digital transformation journey. From co-developing strategy, managing procurement through to implementation, our goal is to transform the way technology is used in healthcare.

**Cloud21 Culture**

Our values are openness, courage and curiosity. We believe that by living these values every day we will collaborate better, find the best way to do things and be able to solve problems in new ways. We are actively striving to be as inclusive an employer as possible because we believe that welcoming diverse perspectives benefits everyone. We are committed to providing an environment of continuous learning - investing in our people not only gives us great satisfaction but also enables everyone to find a role where they can flourish. Whilst it’s important to us that you are in a role that plays to your strengths and fulfils your own personal ambitions, we also continuously strive to provide a rewarding work environment. We offer flexible working options, an enhanced pension, private healthcare, life assurance, discretionary bonus, and free parking and refreshments at our Kings Hill office.

**Job Summary**

**Additional Key Responsibilities include, but are not limited to**:

- Supporting the processes and procedures for the function of a successful CST.
- Take full ownership and responsibility managing the day-to-day running’s of your allocated clients.
- Leading on timesheet management and reporting, including managing user profiles and creating reports for clients and Account Managers.
- Creating and updating reports for Client progress reviews.
- Supporting in the preparation for key project governance meetings including scheduling, timely preparation of support materials and status reporting.
- Leading on resource utilisation across programmes and projects.
- Overseeing the on-boarding and off-boarding of associates.
- Supporting with project utilisation and tracking for specific/allocated accounts.
- Investigate any client issues that arise, working with our internal teams and externally to ensure they are resolved.
- Responding to all requests or issues in a timely, clear, and efficient manner in accordance with departmental standards (SLAs).
- Update and maintain the CRM system.
- Update main excel spreadsheets daily with actions from each client/internal communication.
- Attending online Teams meetings with Clients and occasional Client site where required.
- Ensuring you can manage your workload and prioritise to deliver excellent service to our clients, meeting SLAs and KPIs.
- Supporting with all CST administration tasks.
- Actively and consistently achieving high levels of customer satisfaction.
- The Client Services Lead will liaise with directors and all staff within Cloud21 to ensure client services are delivered effectively.
- The Client Services Lead will liaise with key stakeholders - both internal & external - as required by the projects being delivered.
- The Client Services Lead will work closely with the Cloud21 internal operations team.

**Personal Specification**
- Excellent communication and listening skills, both internally and Client facing.
- Interpersonal communication skills, with the ability to work within a team, demonstrate initiative.
- Excellent awareness of business requirements and client expectations.
- Ability to overcome obstacles and difficult circumstances when speaking with clients.
- Proficient in Excel with a willingness to learn new systems.
- Good numerical skills with the ability to analyse data.
- High level of accuracy and attention to detail.
- Ability to manage and prioritise own workload and multi-tasking where required, to ensure deadlines are adhered to with a flexible approach.
- Comfortable with evolving requirements and a fluid working environment.
- Ambition to learn, improve and exceed daily within your role.
- Ability to demonstrate previous experience to suit requirements.
- Experience working within the NHS is desirable but not a requirement.

**To apply**:
**Job Types**: Full-time, Permanent

**Salary**: From £25,500.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Discounted or free food
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- West Malling: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Healthcare: 1 year (required)
- Client Services: 2 years (required)

Work Location: Hybrid remote in West Malling

Reference ID: CST21