Client Liaison Officer

4 weeks ago

Manchester, United Kingdom Phillips & Cohen Associates Full time

Job Advert

**Job Title**:
**Job Title**: Client Liaison Officer

**Responsible to**: Head of Client Services

**Interfaces with**: Clients, Prospects, all PCA colleagues, Suppliers/Vendors

**Location**: Exchange Quay, Manchester

**Date**: August 2023

**Salary**: Negotiable

**Main purpose**:To provide the highest quality service and to exceed our client’s expectations consistently

We are looking for an individual who has great attention to detail, a keen eye and excellent communication skills both written and verbal. Working in a Hybrid model between our Call Centre offices and at home, you will need to have a good knowledge of the Consumer Credit Regulatory framework, you will need to be a self-motivated, articulate communicator with a highly professional image and excellent IT skills. Previous Audit or Client Relationship Management roles and experience are preferred but not essential.

**Overall Responsibilities/Key Tasks**:

- Coordinate communication between client contacts and internal departments on a daily basis to fulfil client requests
- Review service level agreements, contracts and client communications; ensuring client expectations are consistently exceeded
- Co-ordinate regular Performance Meetings conducted with clients, as well as producing the Performance MI
- Completing Pre-Audit Questionnaires within very challenging timescales
- Hosting Quarterly and Annual Client Meetings both at PCA Offices and our Clients Offices (this will involve travel outside normal 9-5 hours)
- Completing and chasing any remediation following any Audits or Performance meeting actions
- Making sure we are Audit Ready at all times
- Analysing the Company’s adherence to the Regulatory Framework including the FCA (Financial Conduct Authority), OFGEM, OFWAT, OFCOM, the Information Commissioner’s Office and other relevant legislation as well as working within the guidance of the CSA (Credit Services Association), our Company policies and client requirements

**Essential skills**:

- Excellent Communication - both written and verbal
- Flexible and ability to prioritise workload according to challenging deadlines
- Ability to work well under pressure in a highly regulated environment
- Driven to improve the quality of the business through the audit findings
- Ability to provide and receive constructive feedback
- Ability to engage with stakeholders at all levels
- Analyse information, conduct trend analysis and report findings
- A compassionate and mature approach
- To work well under pressure and to be able to work with people from a variety of backgrounds
- A consistent professional approach to all tasks

**Education and Experience**:

- Collection or relevant audit experience
- Working knowledge of commonly-used concepts, practices and procedures within the financial industry
- Client Relationship would be preferred but not essential

**What's in it for you?**
- Working hours Monday - Friday 9am - 5pm
- Hybrid Office Based and WFH
- Luxurious office environment in a superb location
- Secure reserved car parking spaces available
- 31 days holidays per year including 8 bank holidays
- Healthcare Scheme*
- Company pension plan*
- Life Assurance*
- Cycle2work scheme*

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