Client Relations Specialist

3 weeks ago


Canterbury, Kent, United Kingdom Office Angels Full time £25,850 - £28,350

Are you dedicated to providing outstanding customer support and effectively addressing client grievances? Office Angels, a prominent recruitment agency, is on the lookout for a proactive and committed individual to become a part of their team as a Client Relations Specialist.

In this pivotal role, you will be responsible for investigating and resolving client issues and concerns.

This position offers a fantastic opportunity to join a team that prioritizes exceptional customer service and is focused on enhancing the quality of client interactions.


Position:
Client Relations Specialist

Working Hours:
Monday - Friday, 9am - 5pm
Hybrid: 2 days remote work after successful completion of the probationary period
Generous annual leave of 32 days (including public holidays).
Flexible leave options allowing you to purchase or sell back an additional 4 days.
Pension plan (with the possibility of enhancement through salary sacrifice).
Cycle to work initiative.
Complimentary breakfast offerings, including 'Pastry Mondays'.
Sponsored social gatherings.
Your responsibilities as a Client Relations Specialist will include:
- Investigating client complaints and concerns to identify root causes and implement necessary resolutions.

- Drafting formal replies that clearly outline the actions taken to resolve the issue, the results of the investigation, and the escalation procedures if required.

- Monitoring the feedback inbox and responding to inquiries in line with standard operating procedures.
- Ensuring all client feedback and complaints are accurately recorded and managed in compliance with regulatory timelines.
- Providing assistance to colleagues to improve their methods of addressing client issues and concerns.

- Keeping an eye on social media and online reviews to detect potential complaints and managing them according to established policies and procedures.

- Leveraging insights from complaints, concerns, and client experience surveys to enhance operational processes and share key learnings with relevant stakeholders.

- Assisting in the creation of thematic analysis reports based on client feedback and quality data.

Additionally, you will have the chance to act as a deputy for the Quality Assurance & Improvement Lead, supporting daily client experience and complaint management tasks.

To thrive in this role, you should possess excellent communication and problem-solving abilities, along with the capacity to collaborate effectively.

Previous experience in a similar capacity or a customer service-focused environment is highly advantageous.
If you are enthusiastic, client-oriented, and committed to delivering exceptional service, we would be pleased to hear from you. Join our team and contribute to our mission of providing the highest standard of customer service.

Office Angels operates as an employment agency for permanent recruitment and as an employment business for the supply of temporary workers.

Office Angels UK is an Equal Opportunities Employer.
By applying for this position, your details will be submitted to Office Angels. Our Candidate Privacy Information Statement, which explains how we will utilize your information, is available on our website.

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