Customer Experience Manager

24 hours ago


Aston Fields, United Kingdom Equals One Ltd Full time
About Us

We're a pioneering force in revolutionising health and safety compliance solutions at Equals One Ltd. Our mission is to become the go-to partner for businesses navigating complex regulatory landscapes, fostering compliance, resilience, and success.

We pride ourselves on combining deep industry knowledge with cutting-edge tools to deliver tailored support to meet and exceed compliance standards.

About the Role

This position is an exciting opportunity to join our Client Services Team as a proactive and detail-oriented individual. Reporting directly to the Client Services Team Leader, you will be responsible for supporting clients and managing routine client account tasks in conjunction with the Scheduling team and Account Managers.

Key Responsibilities:

  1. Process new job requests for both visits and other services on Meridian, chasing purchase orders where required.
  2. Provide quotations to clients using a standard fee matrix.
  3. Update service fees on a yearly basis as agreed with Account Directors.
  4. Check repeat work on the system and amend/remove as necessary.
  5. Ensure all orders are recorded on Meridian Scheduling system for at least six months ahead, including Meridian and system fees.
  6. Run monthly exports as required for work planning purposes.
  7. Update client reports each month and submit to clients as required, attending SLA meetings as needed.
  8. Ensure the Account Director and/or Technical Account Managers are fully briefed on relevant client-specific issues and provide summary information on the account status for client meetings.
  9. Maintain client information sheets containing client-specific information.
  10. Update/maintain forecasting documentation (fee pipeline for rolling 12 months).
  11. Assist with invoice queries clients may have.
  12. Upload client reports to Meridian and/or other systems as stipulated by client.

Key Activities: Meridian Support

  1. Administer client portfolio variations, in conjunction with the Helpdesk (sold/new sites).
  2. Take ownership of queries to ensure resolution or escalate to the Helpdesk, keeping the client updated with progress if there are delays in responses.
  3. Become a super user of the company's data management system, understanding differences between client functionalities.

Benefits:

  • Annual Leave: 25 days of annual leave, plus bank holidays.
  • Wellbeing: Simply Health plan, gym discounts, and an Employee Assistance Programme.
  • Flexibility: Charity days and religious holiday swaps.
  • Learning: Online learning resources and professional development support.
  • Extras: Cycle-to-work scheme and retail discounts.

Salary: Up to £26,000 per annum + Benefits



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