Client Advisor

5 months ago

Swindon, United Kingdom Tmgroup Full time

Here at TM Group, we are looking for a Client Advisor to join our Client Services team. The role is working full-time Monday to Friday, based in our Swindon office.

The objective of the position is to continually improve the Customer Service experience for all tmgroup customers both internal & external. To handle customer enquiries and administrative tasks in accordance with the proper operation of the Helpdesk.

**Duties and Responsibilities**:
Working as part of a fast-paced Client Services team, the Client Advisor will have responsibility for answering customer enquiries and resolving customer issues. S/he will also be responsible for ensuring that customers are served in a courteous, friendly and timely manner, monitoring personal workloads throughout the day to ensure the service levels and KPIs are met in line with company standards.

Key responsibilities include:

- Ensure client satisfaction year on year through maintained services levels
- To attend and contribute to departmental meetings
- To liaise with customers and provide technical support and advice as required.
- Ensure any complaints are documented and escalated in accordance with our company complaints and Non-Conformance procedures.
- Ensure you operate in accordance with company policies and procedures.
- Maintain a safe working environment.
- Other duties as reasonably required.

**Performance Criteria**:
The Client Advisor will be successfully filling the requirements of the position when:

- customers issues are resolved quickly and in a professional manner;
- all calls are properly logged;
- administrative work is completed accurately and on time;
- other duties as requested and assigned are completed successfully.

**Person Specification**:
The Client Advisor should have knowledge of customer service. This knowledge will have been obtained through practical experience.

Essential:

- Understanding of the value of customer service to an organisation.
- Very good verbal and written skills, which facilitate effective communication with external clients, suppliers and peers.
- Enjoys a fast-paced environment and to be able to adapt to change.
- Ability to work on own without supervision.
- To be able to work to daily set deadlines.
- Accuracy and attention to detail is important.
- Familiarity with internet usage and terminology.
- Excellent knowledge of all Microsoft products, particularly Excel for reporting.

Desirable:

- Ability to confidently communicate with senior members of staff and give informative views of personal /system development and progress.
- Knowledge of the conveyancing process is desirable but not essential.

Metrics
- Achievement of K.P.I.s as set by the Head of Client Services.
- Achievement of personal objectives as set by your line manager.
- H.S.E. compliance.
- HR. compliance.

**What we can offer you**
- 25 days holiday which increases with length of service.
- Pension scheme
- Company Bonus Scheme
- Cycle to Work scheme.
- Employee Assistance Programme
- Staff social events
- Rewards and discounts

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