Client Experience Specialist

7 months ago

Wellingborough, United Kingdom OASIS Group Full time

**The role**

In this role you will be primarily responsible for providing an excellent Client Experience across all products, and channels of communication. As a key team member of the Client Services Department, you will support clients with transactional and non-transactional client interactions, complex case management and queries that arise from time to time, during the client order to cash journey. Day to day responsibilities include a broad range of tasks such as maintaining ongoing customer relationship, implementing success and retention programs, supporting revenue growth, onboarding and training clients, complex dispute resolution and complaint handling. The focus is to improve customer experience across the end to end client journey.

In this role you will work closely across all functions, to ensure effective collaboration on achieving our business objectives.

**Your responsibilities**:

- Responsible for meeting and ideally exceeding SLAs and performance-based KPIs associated with daily duties.
- Effective case management across a variety of client requests, managing the client’s expectations, liaising with specialist departments, obtaining input to respond fully to the client within the agreed service levels.
- Following all group policies and standard operating procedures.
- Using strong written and oral communication skills ensure that every contact is managed to a high standard creating a great experience for clients.
- Updating all systems with clear and accurate information, being proactive to establish missing or out of date client contact data.
- Identifying risks/issues which create a barrier to great client care and highlight these to your manager.
- Making outbound calls to clients with updates on enquiries or to communicate proactive information
- Educating our clients on, and proudly articulate the benefits of, usage of our self-service online ecosystem.
- Demonstrating a teamwork ethic, working with and sharing knowledge and experience with colleagues.
- Continuously supporting all training and personal development to ensure that you maintain the highest standard of client care.
- Take corrective action as necessary and document the feedback and actions taken.
- Maintain your knowledge on OASIS services, policies and procedures up to date.
- Proactively seek to learn, understand and self-develop.
- Be a role model by rapidly learning about new services, software options and processes.
- Continuously act as an advocate and evangelist of OASIS Group cultureBe Client obsessed and proactively seek to prevent issues and enable client delight.
- Client service level agreements - ensuring we consistently deliver.
- Client retention.
- Client satisfaction as measured in the annual client survey.
- Call Performance & Case Management Service Levels
- Have an integral link between the Finance, Commercial & Operations teams
- Consistently meet required key performance indicators.
- Where KPI’s are not met, identify and implement performance improvement plans.
- Actively monitor risks and to foresee/identify potential problems and proactively identify solutions to address them in advance.
- Ability to effectively communicate fluently in English, both verbally and in writing, with different audiences.
- Experience of providing excellent client or customer services.
- Strong MS Office skills and general IT competency.
- A strong attention to detail.
- Flexible and ability to operate to tight deadlines.
- A proactive mindset and professional manner.
- Good organisational and time management skills.
- Creative and enquiring mind to challenge and resolve problems.
- Demonstrate the ability to take ownership.
- Ability use the numbers, to gain understanding and insight to aid good decision-making.
- Ability to thrive in a fast-paced environment.
- Intellectually curious and adaptable to different environments and team settings.
- Self-reflective life-long learner with a growth mindset.

**The Company is required by law (Immigration Act 2016) to have proof of right to work in the UK, prior to commencement of employment.**

**The Company is required to conduct a background screening check as set out by the British Standards Institution BS7858 prior to commencement of employment.**

**OASIS is an equal opportunities employer.**

**The Company confirm that our legitimate interests comply with GDPR and data protection.

  • Client Relationship Specialist

    2 months ago

    Wellingborough, Northamptonshire, United Kingdom beBee Professionals Full time £30,000 - £45,000

    beBee Professionals in Wellingborough is seeking a skilled Client Relationship Specialist to manage and maintain relationships with existing clients, ensuring customer satisfaction and identifying new opportunities to expand our business.Key Responsibilities:Develop and implement strategies to meet client needs and drive long-term business growth.Identify...

  • Client Support Specialist

    2 months ago

    Wellingborough, Northamptonshire, United Kingdom beBee Professionals Full time £22,000 - £28,000

    At beBee Professionals, we are looking for a skilled Client Support Specialist to provide top-notch support to our clients. Key responsibilities include:Responding to customer inquiries and resolving issues promptly.Providing accurate product information and services.Escalating complex issues to senior team members when necessary.Processing customer orders...

  • Retail Customer Experience Specialist

    4 weeks ago

    Wellingborough, Northamptonshire, United Kingdom Booker Group Full time

    Job DescriptionWe are looking for a highly experienced and skilled Retail Customer Experience Specialist to join our team at Booker Group. The successful candidate will be responsible for providing exceptional customer service to both Budgens and Londis retailers, ensuring timely and effective resolution of retailer distribution claims.Main...

  • Part Time Customer Experience Specialist

    4 days ago

    Wellingborough, Northamptonshire, United Kingdom McDonald's United Kingdom Full time

    About This Part Time RoleWe're seeking motivated and flexible individuals to join our team as Customer Experience Specialists. As a key member of our crew, you'll play a vital role in delivering exceptional customer experiences, ensuring that every customer leaves our restaurant feeling valued and satisfied.You'll work closely with your colleagues to achieve...

  • Cleaner

    2 weeks ago

    Wellingborough, United Kingdom Hays Specialist Recruitment Limited Full time

    Your new company A reputable client is looking for a temporary cleaner to join their team, assisting with the upkeep of their office.Your new role Location: Wellingborough Shift Pattern : Monday - 12.30 - 15.00Tuesday - Friday - 06.00 - 08.30 Contract Type : Temporary Pay rate: £12- £13.50 per hourPlease note the only rates of pay are PAYE or Umbrella.We...

  • Customer Experience Advocate

    4 days ago

    Wellingborough, Northamptonshire, United Kingdom Vizion Network Limited Full time

    Job Description:The Claims Resolution Specialist will be responsible for managing customer complaints, collaborating with internal teams, and processing customer interactions accurately. This role requires strong communication and interpersonal skills, as well as proven experience in customer-facing roles.About Vizion:Vizion Network Limited is a leading...

  • Commercial Estimating Specialist

    7 days ago

    Wellingborough, United Kingdom The Resolute Group Full time

    Job Title: Commercial Estimating SpecialistAt The Resolute Group, we are seeking an experienced Commercial Estimating Specialist to join our construction team in the Midlands. As a key member of our team, you will be responsible for carrying out take-offs, bills of quantities, cost plans, and tenders for various clients including sub-contractors, developers,...

  • Senior Private Client Legal Specialist

    1 month ago

    Wellingborough, Northamptonshire, United Kingdom Cape Clarke Full time

    Prestigious Private Client Solicitor RoleWe are seeking an experienced Private Client Solicitor to join our esteemed law firm in the East Midlands. As a key member of our team, you will play a vital role in delivering exceptional client service and legal expertise.Your Key Responsibilities:Handling a diverse range of private client matters, including wills,...

  • Electrical Installation Specialist

    1 day ago

    Wellingborough, United Kingdom Path Recruitment Ltd Full time

    Job Title: Electrical Installation SpecialistAbout the Role:We are seeking a skilled Electrical Installation Specialist to join our team. As an Electrical Installation Specialist, you will be responsible for maintaining all machinery in optimum operating condition by servicing and repairing electrical pumps and generators. You will also develop a...

  • Tunnelling Equipment Specialist

    4 weeks ago

    Wellingborough, Northamptonshire, United Kingdom Bennett and Game Recruitment LTD Full time

    We are seeking a skilled Tunnelling Equipment Specialist to join our client's team. As a specialist in electrical maintenance, you will be responsible for ensuring the smooth operation of complex equipment used in tunneling projects across the UK.About the RoleThe ideal candidate will be based at our client's workshop near Wellingborough and will work...

  • Business Growth Specialist

    2 months ago

    Wellingborough, Northamptonshire, United Kingdom beBee Professionals Full time £30,000 - £45,000

    We are seeking a highly skilled Business Growth Specialist to join our team at beBee Professionals in Wellingborough. As a key member of our sales team, you will be responsible for managing and nurturing client relationships, ensuring customer satisfaction, and identifying new opportunities to expand our business.Key Responsibilities:Develop and implement...

  • Commercial Estimation Specialist

    4 days ago

    Wellingborough, Northamptonshire, United Kingdom Northampton Business Directory Full time

    Job SummaryWe are seeking an experienced Commercial Estimation Specialist to join our team at Northampton Business Directory. As a key member of our commercial team, you will play a crucial role in delivering accurate take-offs, bills of quantities, cost plans, and tenders for various clients.In this challenging and rewarding position, you will have the...

  • Director of Client Relations

    7 days ago

    Wellingborough, Northamptonshire, United Kingdom BAM Full time

    BAM Site Solutions is looking for a talented Director of Client Relations to join our team. In this role, you will be responsible for building and maintaining strong relationships with key clients, driving business growth and ensuring exceptional customer satisfaction.About the RoleYou will develop and implement strategies to improve client engagement and...

  • Client Services Administrator

    6 months ago

    Wellingborough, United Kingdom EXCELSIOR BUSINESS SUPPORT SERVICES LTD Full time

    **Responsibilities** - Provide daily administration support to assigned clients. - Management and processing of all client administration processes; maintaining regular client contact and keeping them informed of progress. - Deliver an efficient, friendly, and professional service for all clients, providers, professional partners, and visitors - Answer...

  • Private Client Solicitor

    4 days ago

    Wellingborough, Northamptonshire, United Kingdom CapeClarke Limited Full time

    About the RoleWe are seeking a highly skilled Private Client Solicitor to join our prestigious law firm in the East Midlands. As a senior member of our team, you will manage a diverse range of complex cases, providing expert advice on wills, probate, estate planning, trusts, and tax issues.Your primary responsibility will be to build strong relationships...

  • Client Services Administrator

    7 months ago

    Wellingborough, United Kingdom EXCELSIOR BUSINESS SUPPORT SERVICES LTD Full time

    **Responsibilities** - Provide daily administration support to assigned clients. - Management and processing of all client administration processes; maintaining regular client contact and keeping them informed of progress. - Deliver an efficient, friendly, and professional service for all clients, providers, professional partners, and visitors - Answer...

  • Client Relationship Manager

    2 months ago

    Wellingborough, Northamptonshire, United Kingdom beBee Professionals Full time £30,000 - £45,000

    We are looking for a Client Relationship Manager to drive revenue growth and ensure customer satisfaction through excellent service.Key Responsibilities:Manage a portfolio of existing clients to meet their needs.Identify and develop new business opportunities with potential clients.Prepare and deliver tailored presentations and proposals to...

  • Client Relationship Manager

    2 months ago

    Wellingborough, Northamptonshire, United Kingdom beBee Professionals Full time £30,000 - £45,000

    beBee Professionals in Wellingborough is seeking a highly motivated Client Relationship Manager to join our team. As a key member of our sales team, you will be responsible for managing and nurturing client relationships, ensuring customer satisfaction, and identifying new opportunities to expand our business.Key Responsibilities:Develop and implement sales...

  • Client Relationship Manager

    3 months ago

    Wellingborough, Northamptonshire, United Kingdom beBee Professionals Full time £30,000 - £45,000

    Account Manager Job DescriptionWe are seeking a skilled Account Manager to join our team at beBee Professionals in Wellingborough. As an Account Manager, you will be responsible for building and maintaining strong relationships with our clients, identifying new business opportunities, and driving long-term growth.Key Responsibilities:Develop and execute...

  • Private Client Lawyer

    6 days ago

    Wellingborough, Northamptonshire, United Kingdom Be-IT Ltd Full time

    About UsWe are Be-IT Ltd, a reputable law firm committed to delivering exceptional client service and upholding legal excellence. Our collaborative culture fosters professional growth and personal satisfaction for our employees.Job OverviewAs an Experienced Private Client Solicitor, you will manage a diverse caseload, providing expert advice on wills,...