Client Relationship Officer

7 months ago


Oldham, United Kingdom Immigration Advice Service Full time

Owing to its continued growth, IAS is seeking an experienced Client Relationship Officer who will take the lead on ensuring its client base receives the highest level of customer service. We are a well-established immigration legal firm providing services to clients across the UK and overseas.

As our CRO, you will be responsible for ensuring any initial complaints are dealt with efficiently whilst restoring clients’ faith in our organization. The role will require a strong communicator to liaise between all departments including; caseworkers, sales, finance and management to help resolve client issues and improve the overall client journey. You will also be responsible for contacting clients who opted not to proceed further with our services and attempt to retain them by using proven negotiation and retention skills.

**Main Duties**
- Follow up with clients who have chosen not to proceed with further services. Utilize retention and negotiation skills to convert them into paying clients.
- Log a ticket in Case Management System (CMS) and escalate to Casework Quality and Performance Manager (CQPM) if required.
- Respond to inbound web enquiries and send appropriate fee quotes for services.
- Manage tickets effectively whilst providing regular updates to clients on the progress of investigation.
- Assist enquiries team with existing client calls and manage callers request or direct caller to appropriate department.
- Hold regular meetings with line manager and other managers to discuss trends and new ideas to resolve issues.
- Any other reasonable duties as requested by management.

**Person Specification**
- Very strong communication skills
- Excellent customer service skills and proven experience in retentions/customer relations
- Outgoing with a “can-do” attitude
- Strong IT skills
- Very good written English
- Good at time management
- Strong organizational skills

**Does this sound like you?**

**Are you ready for a new challenge?**

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

**Salary**: £21,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- Private dental insurance
- Private medical insurance

Schedule:

- Monday to Friday
- Weekend availability

COVID-19 considerations:
Interviews will be held via Microsoft Teams Video Call.

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Oldham



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