Client Services Operations Manager

7 days ago

London, Greater London, United Kingdom Nuffield Health Brentwood Full time

Job Summary:

Nuffield Health Brentwood is seeking a highly skilled and experienced Senior Client Services Administrator to join our team. As a key member of our Client Services team, you will be responsible for providing exceptional customer service and supporting the Client Services Manager in driving high standards of customer service and operational excellence.

Key Responsibilities:

  • Provide a highly professional service at front of house to a large corporate membership base, including membership and booking enquiries, problem-solving, and stakeholder management.
  • Act as a day-to-day coach to the client services administrators, supporting 1-2-1s and assisting in their development to ensure individual KPIs are achieved.
  • Support the Client Service Manager with front of house financial membership processes, including banking, direct-debit processing, and other administrative tasks.
  • Drive a culture of continuous improvement, evaluating processes and data management for potential efficiencies.
  • Assist the Client Services Manager with the recruitment of new front of house staff.
  • Support other heads of departments on key projects and tasks for personal development.
  • Deputize for the Client Services Manager in their absence, being the lead point of contact for the department and chairing weekly departmental meetings.
  • Complete weekly Duty Manager shifts, predominantly fixed, depending on leave and other absences.

Requirements:

  • Experience in a customer service-focused environment with excellent communication skills.
  • Excellent IT skills with proven knowledge of Excel, PowerPoint, and Word.
  • Ability to multitask with attention to detail and be flexible.
  • Passion for supporting colleagues through coaching and mentoring.
  • Ability to drive high standards of customer service and operational excellence.

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