Client Experience Specialist

**THE ROLE -**Client Experience Specialist

**REPORTS TO -**Group Operations Manager

**HOURS -**Hours - 36.5 hours per week. (Monday - Thursday 8.30 am - 5 pm & Friday 8.30 am - 1 pm, Friday rota cover) - 4 days office based and 1 day home working per week

**LOCATION -** Pacem office Belfast, Stirling House, 478 Castlereagh Road, Belfast BT5 6BQ. May be required to visit the Ballymoney Pacem Advisory Office approximately once a quarter.

**ROLE SUMMARY**

You will need to be highly organised, proactive, and assertive. You should have the ability to manage and prioritise your workload independently and take ownership and responsibility of it.

The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. Who has a positive and professional attitude with the ability to build strong internal and external relationships.

**MAIN DUTIES OVERVIEW**

The main duties focus on supporting the team to deliver a professional service that helps the business to provide clients with clarity, insight and peace of mind. This include:

- Leading on designing & delivering an exceptional client service experience for our clients.
- Being a welcoming & reliable first point of contact for clients whether in office or via our office phone line.
- Ensuring the seamless operation of the business, working to create an organised and efficient environment that is welcoming for both team and clients.
- Providing additional support in managing the Managing Director’s schedule, ensuring meetings and travel arrangements are meticulously planned and executed without fault.

**KEY ACCOUNTABILITIES & RESPONSIBILITIES**

**Client Experience Lead**
- Lead on designing and delivering Pacem’s exceptional bespoke Client experience. Assessing all aspects and touch points of the client experience and planning, leading and executing concepts.
- Liaise with our Directors, the Marketing Director and Marketing Executive to ensure a brand approach to our client experience.
- Designing client experience that excels our client needs throughout their journey with Pacem including in person and remote hospitality, high quality refreshments, support and information, Christmas Card/Gift.
- Corporate Football Club Tickets, Pacem events information and updates.
- Communicate effectively with the Pacem Team to ensure consistent delivery of an outstanding client experience.

**Client Relationship Client Reception Duties**
- Showing clients into allocated meeting room and provision of teas/coffees and refreshments.
- Answering, screening and forwarding incoming calls.
- Meeting and greeting clients and other business visitors.
- Smooth coordination of client parking and oversee meeting rooms bookings keeping to time.
- Keeping meeting rooms clean, tidy and stocked.
- Arranging additional facilities needed for Director, Client meetings, Team Lunches (e.g. sandwiches, lunch bookings).

**Office Support Duties**
- Assist the Group Practice Manager in with management of daily operational activities, and performing administrative tasks as instructed by management.
- Providing support with operational projects on an ad-hoc basis.
- Assist with identifying operational problems and resolving them in a quickly and timely manner.
- Taking ownership of maintaining a tidy and organized office environment, including ensuring the kitchen is well-stocked and orderly, the meeting rooms are regularly cleaned and presentable, and the wider office remains welcoming and professional for clients.
- Scanning incoming mail to Client Managers, issuing hardcopy documents to be retained.
- Managing outgoing post - Postal register.
- Support with back-office system updates.
- Support with new employee Induction Preparation.
- Ordering and maintaining adequate office supplies, stationery and maintenance of office equipment.
- Manage the ordering and maintaining of general office supplies for kitchen and team refreshments.
- Assist with ensuring data security, IT requirements are met.
- Support with the management of all IT services and systems. Keep an up-to-date register of hardware, software.
- Monitor and report on the usage and functionality of IT systems to the [Operations Director].
- Other duties as directed by management.

**Additional Operational Support**
- Provide Personal Assistant support to the Pacem’s Managing Director & Director Of Accountancy & Tax.
- Effective diary management.
- Scheduling professional and personal appointments if required.
- Scan and file Directors and Financial planner meeting notes.
- Book meeting rooms, issue meeting papers and ensure equipment required is available.
- Confirm client appointments.
- Preparation of documents in line with company branding, policies and delivered within timescales.
- Arrange travel, accommodation for Directors and team members.
- Raise and resolve IT issues with IT suppo