Client Relationship Executive

5 months ago

Leicester, United Kingdom Wilmington plc Full time

Company Outline:
**Job Role**:Client Relationship Executive**

**Location: Leicester/ Hybrid**

**Salary: £23,000 - £25,000**

**Fixed Term for 9 months**

**Why do we want you?**

You are experienced in **Customer Service **or **Client Relations **with an exceptional telephone manner who is confident liaising with internal and external clients in a professional manner.

You are a highly organised, well-rounded **administrator** who has experience managing diaries, scheduling meetings, and managing multiple expectations.

**A bit about us**

At Mercia, we enable accountancy and tax professionals to do business in the right way. We’re proud to be part of Wilmington PLC’s training and education division, so if you’re looking for **innovation, integrity **and **teamwork**, you’ll find them all and more here**.**

Job purpose, tasks and responsibilities:
**Main Purpose of the role**:
The Client Relationship Executive is responsible for developing client relationships with Mercia’s top spending clients. Assisting the Client Relationship Managers (CRMs) in the arrangement and scheduling of inhouse products and consultancy days from start to finish ensuring clients receive excellent customer service and care throughout. Ensuring all clients products and services are up to date across Mercia and running smoothing.

**Responsibilities**:

- Managing diaries for Mercia’s consulting and lecturing staff.
- Forging and maintaining professional and helpful relationships with our external clients and helping them make the most of Mercia’s services.
- Assisting CRM with client AGMs, creating client information packs including review document, public course information, suggested dates. Creating minutes during client meetings and filing them on the system.
- Proactively working with colleagues across all departments to monitor clients’ usage of Mercia’s services within their contracts liaising with Key Account Managers, members of technical team and operations team as appropriate.
- Monitoring of client feedback in line with our KPIs and desired NPS targets and liaising with the CRM when appropriate.
- Developing and maintaining long term business relationships by serving as an internal advocate and client liaison contact and communicating effectively at all levels.
- Maintaining excellent client data including recording all actions and conversations with clients in the relevant TMS databases.
- Assisting with the creation of client bespoke memberships on the database, checking entitlements and finalising/invoicing events/consultancy days on a weekly basis.
- Administrative tasks including proofreading reports and correcting/amending/issuing them to clients promptly; booking and managing extensive accommodation and travel requirements, monitoring apprentices training requirements and OTJ (on the job) hours.
- Assisting with any queries/complaints relating to clients within remit and ensures they are resolved in withing our published SLAs.
- Monitoring Proactis portal and authorising and invoices waiting approval.

**Expectations**:
This role calls for critical thinking, creativity, and a high level of personal accountability to do the right thing for the clients, team, and the business
- Meets and seeks to exceed all SLAs both internally and externally.
- Monitors our NPS scores and ensures any actions are taken to bring this in line with targets.
- Strives to give the best customer service to our clients at all times.

Essential and desirable capabilities:
**We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...**

You will also need;
- To be an absolute team player who understands, and is proud of, how vital their role is to the commercial success of the business.
- To display energy and tenacity and should be able to balance client needs against our commercial objectives.
- To enjoy proactive client contact and not be afraid to pick up the phone, arrange a meeting or speak with any colleagues internally to resolve any issues that might be standing in the way of client success.
- Ability to problem-solve to get to the root of any issues and take ownership to resolution.
- To be able to work well under pressure and have the ability to think outside the box to resolve any issues that arise.
- Exemplary personal organisation and time management skills with the ability to prioritise client tasks.
- To be comfortable working across multiple departments in a deadline and target driven environment.
- Experience in diary scheduling and diary management.
- CRM system experience is desirable
- Knowledge or experience of the Accountancy industry would be advantageous but is not essential.

**Wherever you are in your career and whatever your expertise, we look for people who**:

- are passionate about providing high quality solutions to our customers
- love varied work that plays to their strengths while helping the

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