Client Experience Executive

**Job Category**:
**Opportunity Awaits at Altus Group**

**The Opportunity**

Altus Group is delighted to announce a new and exciting opportunity for a Client Experience Executive to join our Manchester based Client Experience Team.

Altus Group’s UK Client Experience Team will be fundamental in achieving the wider organisational goals for renewals, and other strategic growth opportunities, by delivering a best-in-class client experience.

Their purpose is the implementation and evolution of the client experience strategy for Altus Group UK Tax, encompassing:

- The Client Journey
- Client Communications
- Reputation & Client Feedback Management
- Continuous Improvement

This role will sit within a multi-skilled team with each member specialising in one area, whilst supporting all other initiatives to varying degrees. This will be dependent upon their individual strengths, skills, and experience.

**Key Responsibilities**:

- Work with Client Experience Manager to develop and maintain client journey maps to continually demonstrate the client experience.
- Co-ordinate Subject Matter Experts to provide content and create Client communication templates for use throughout the client journey, ensuring alignment with the comms strategy guidelines on voice, tone, brand and guiding principles.
- Create and deliver content to develop our colleagues’ communication skills, in line with the comms strategy.
- Capture client feedback, and other client experience data sources, to identify pain points and delighters across the client journey.
- Work within a problem management-based methodology to complete 'client feedback root cause analysis' (RCA), problem tracking and continuous improvement action management.
- In collaboration with the client experience team, develop our approach for capturing; responding to; and acting on client feedback.

Including complaints, client survey/net promotor score (NPS), TrustPilot, and other existing feedback sources.
- Monitoring TrustPilot, providing responses & engaging the required business unit/department for feedback and required action.
- Support inputting to and publishing client experience KPIs and other management information.

**Position Requirements**:

- Client centric
- A minimum of 3+ years’ experience in a client facing role in a B2B Environment
- BA degree (or equivalent qualification/business experience).
- Ability to communicate effectively across all levels.
- Exceptional writing and editing skills.
- Results focused and proactive.
- Excellent planning, organisational and coordination skills.
- Experience in colleague coaching & development is an advantage.

**What’s in it for you?**:

- _Benefits and bonus. _Our client services team offers a range of competitive benefits, including bonus eligibility, private healthcare, pension contributions, life insurance, season ticket loans and many more.
- _Training and development. _You will work under the guidance of an experienced client experience manager for ongoing development and support. You will have the opportunity to collaborate on a number of exciting projects and initiatives, providing you with a great platform to develop a career in client services, consulting and many more
- _A fun team and with work-life balance _. You will be part of an inclusive and close-knit team in an office with an upbeat, positive culture. We love to celebrate successes and occasions together be it a team win or an annual event in the calendar including International Women's Day, Pride and Mental Health Awareness week to name but a few.
- _Impact. _With over 50,000 business clients and dedicated team committed to continuous improvement and innovation, our Client Experience Team is uniquely positioned to deliver real impact across the client journey.
- Come realize your potential at Altus GroupAltus Group is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs.