Client Offboarding Administrator

**Job Title: Please Note That Official Job Title Will Be Contract Processing Agent**

**Reporting to: Customer Loyalty Team Leader**

**Location: HQ - Shoreham by Sea (Hybrid 4 Days In Office 1 From Home)**

**Salary: £23,000 - £25,000**

**Our Values**
- **Respect - **Treat colleagues and customers with respect
- **Integrity - **Uphold the highest standards of honesty and fairness
- **Teamwork - **Engage and collaborate with colleagues and partners
- **Ambition - **Determination to be the best that we can be

**About Us**:
Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation.

**Job Purpose**:
The Contract Processing Agent is responsible for ensuring that customers off-board from Focus efficiently and that all early termination fees are calculated and presented to the customer in line with the off-boarding process. As company churn levels are low compared to industry standards, customer experience is a main priority from beginning to end.

The aim is to ensure customers of all product areas are off-boarded from in-life support with all relevant information to ensure contract adherence and complete the customer lifecycle with Focus Group.

**Responsibilities**
- Ensure continual observation of new pending cease cases hold verifying customer instruction to depart from Focus Group.
- In the instance that customer instruction is not provided in writing ensure assets are protected and the customer is informed.
- Ensure early termination fees are calculated correctly inline with ongoing contracts across all product areas.
- Ensure all cease requests are raised with the required level of detail into the Operational and Finance teams.
- Ensure all billing items are finalised and closed off.
- Update daily, weekly, and monthly tracking data for analysis and continued monitoring.
- Alert management lines to any common themes that are impacting customers off-boarding or hold commercial impact to Focus group.

**Experience / Skills**
- Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail.
- Experience working in a fast-paced administration role.
- Ability to multitask and deal with tasks at various steps within a process.
- Good time management and organisational skills.
- Proven track record of working independently and showing persistence, while fostering good working relationships across teams.
- Ability to problem solve and think on your feet.
- Excellent attention to detail.
- Proven capabilities of seeking out solutions.
- At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business._
- We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG._
- IND1_