Client Services Coordinator

3 weeks ago

Luton, United Kingdom FirstPort Full time

**Job Advert**:
**Job Role**: Client Services Co-ordinator

**Location**: Hybrid working with travel to one of our offices (Luton, Leicester, or Worcester) when required 2/3 days a week

**Hours**: 35 per week, Monday to Friday

As the **Client Services Co-ordinator**, you will contribute to our vision of being the UKs Leading property manager as recognised by our customer, colleagues, and partners.
- Assisting with client services management with freeholder, developer and/or investor clients, that sit within our organisation strengthening our existing relationships to ensure client satisfaction.
- Working for the Client Services Manager, to help to grow our market share of business from our existing freeholder, developer and/or investor clients.
- Working across and collaboratively with all other divisions to inform client reporting, enquiries, and updates where divisional clients have stock in other divisions.
- Collaborating with internal stakeholders to identify and improve the relations, governance and reporting for our clients.Continuously looking at root cause analysis if issues.
- Working with our MI & data team to move reporting into the most relevant team and to help build data / trending useful to our clients

**About You**
- You are an exceptional communicator at all levels and have Customer & Client facing experience and demonstrable client account management skills.
- With your capable hands-on problem-solving skills, you have the ability to generate ideas and solutions, and collaborate with a wide range of internal and external specialisms.
- You have the ability to work effectively under pressure and to manage both long and short term workstreams and priorities.
- You are able to use you’re your initiative to seek out root causes within our business that impact our clients and propose change.
- Manage the workload and queries received from clients via the team mailbox

**Main Responsibilities**
- Working closely with the Client Relationship Manager to fulfil the needs of our clients either proactive initiatives of escalations they are facing
- Building and maintaining strong, long-lasting relationships with freeholder, developer and/or investor clients.
- Liaising with internal colleagues to deepen and strengthen the client relationship and ensuring clients receive the right information at the right time whilst challenging the status quo within your operational teams to ensure service delivery improvements are delivered to and for the client.
- Escalating concerns or issues raised by clients and working with internal colleagues to ensure rapid resolution and service improvement.
- Engage in a peer team to ensure consistency of standards, processes and reporting across all FirstPort clients.
- Forming cross-functional teams to solve specific, enduring, and complex problems to ensure service improvement for clients and their customers.
- Strengthening relationships with our freeholder, developer and/or investor clients to unlock new business opportunities from our existing client base and grow our market share.
- Implementing agreed best practice account management processes, in line with our digital transformation programme.
- Working closely with BD Team to produce and support proposals and pitches for any existing clients
- Building knowledge of client portfolios and ensuring in-depth understanding of key industry and client-specific challenges and opportunities.
- Using judgement to react appropriately and responsively to answer client requests and provide information, advice and support as required.
- Gathering information and supporting reporting in line with client requirements.
- Working closely with the Ops Managers/Regional teams, attending meetings, and producing minutes as required.

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