Client Relationship Officer

**Home worker based role with some travel required.**

**Job Summary**:
Support regional delivery of the Business Wales service. To process enquiries into the segmented service model, providing information, signposting and referring to internal and external stakeholders. To provide client relationship management support to the advisory team and representing the service in promotional activities

**Reason for role**:
As lead of a delivery partnership, Business in Focus works with Antur Teifi and Serco to form Growth Partnership Wales. From January 2016, Growth Partnership Wales has delivered the Business Wales Service on behalf of the Welsh Government, across the whole of Wales through three regional delivery teams (North, Mid & West and South)

**Job Description & Person Specification**

Act as the first point of contact for all client enquiries, undertaking initial diagnostic to accurately determine eligibility for support and growth potential along with any additional client needs, referring and processing each enquiry accordingly, e.g. signposting to BOSS system for on-line training, refer to appropriate level/specialist in delivery model, etc.

Where appropriate provide information, signpost and/or make referrals to specialist partner organisations and intermediaries as appropriate, documenting in accordance with procedures and within prescribed timescales

Work with Advisers to maintain client relationships with monitoring and supporting clients during the client journey at prescribed intervals. Review client’s progress and ascertain if any further support is required, cross-refer to retain engagement with the service or signpost to external partners as appropriate, and review client satisfaction.

Attend marketing events, e.g. business shows, partner events and related activities, to promote the service and contribute to client engagement targets.

Undertake the accurate management of client data ensuring all activity is recorded on IT systems and intervention outcomes are evidenced and documented compliantly. 6. Undertake duties to a high standard of customer service in a professional and timely manner. Maintain good knowledge and understanding of public and private sector support and services available for SMEs for the region

Support the Client Relationship Team Leader by identifying and making recommendations for continuous improvement, e.g. procedures, systems of work.

Undertake any other duties as reasonably required by the Management Team of Business Wales

**Experience & Knowledge**
- Working in a support services team to undertake high volume of client enquiries and deliver an effective service to a high standard of customer service
- Working under pressure to achieve team targets/regional objectives
- Working within an environment that requires accuracy, to be compliant to prescribed internal and external audited standards and procedure

**Highly Desirable**

Business related qualification, e.g. ILM Level 2 Business Support, NQF Level 3 Business Administration, or higher

At Business in Focus we value all of our employees, as an Investors in People employer we provide the following benefits:

- Competitive salary
- Generous annual leave entitlement (25 days annual leave plus 8 days bank holiday)
- 6% contributory pension scheme
- Flexible modern working practices such as TOIL
- 6 late starts/early finishes per annum (equates to two hours each)

After probation period:

- Income protection benefit
- Employee assistance programme

Closing 5pm - Wednesday 26th October

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £22,750.00-£24,750.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Flexitime
- On-site parking
- Referral programme
- Wellness programme
- Work from home

Schedule:

- Holidays
- Monday to Friday
- No weekends

Reference ID: CRO