Client Services Administrator

**Job**: Client Services Administrator
**Division/Department**: Client Services
**Contract**: Permanent/Full time

**Salary**: Starting at £26,316 per annum. This is a starting salary, and we offer clear progression routes as well as bi-annual reviews and excellent benefits.

**Hours**: 37.5 per week

**Location**: Hybrid: This is a hybrid role primarily based from home, with 1-2 days per week based in our head office just outside of Maidstone (Kings Hill). You must reside in the UK and have the correct right to work documents to work in the UK. If you’d prefer to work from an office more regularly please let us know and we’ll see what we can do.

**Who we are**
Since 2009, Cloud21 has been providing support to NHS and healthcare organisations through all the stages of their clinical digital transformation journey. From co-developing strategy, managing procurement through to implementation, our goal is to transform the way technology is used in healthcare.

**C21 Culture**

Our values are openness, courage and curiosity. We believe that by living these values every day we will collaborate better, find the best way to do things and be able to solve problems in new ways. We are actively striving to be as inclusive an employer as possible because we believe that welcoming diverse perspectives benefits everyone. We are committed to providing an environment of continuous learning - investing in our people not only gives us great satisfaction but also enables everyone to find a role where they can flourish. Whilst it’s important to us that you are in a role that plays to your strengths and fulfils your own personal ambitions, we also continuously strive to provide a rewarding work environment. We offer flexible working options, an enhanced pension, private healthcare, life assurance, discretionary bonus, and free parking and refreshments at our Kings Hill office.

**Job Summary**

Cloud21 are recruiting for a Customer Service Administrator to support the newly formed Client/ Customer Service Team (CST). As the Customer Service Administrator will be responsible for the internal coordination of client projects, being the first port of call for external clients, as well as getting involved in a variety of work within project and programme management externally. In this role you will gain a better understanding of coordinating project delivery controls and processes and maintaining a good relationship with all of Cloud21’s clients.

This is an opportunity to join a dynamic team, who will act as the fount of knowledge for our clients, where innovative ideas are encouraged and rapid development possible.
You will be working with a friendly and dynamic team who are determined to ensure Cloud 21 is the best it can be. This will require working on multiple tasks and projects with changing priorities so you will need to have strong inter-personal skills, excellent communication skills, an ability to think proactively and show initiative.

**Key Responsibilities include, but are not limited to**:

- Supporting the processes and procedures for the function of a successful CST.
- Take full ownership and responsibility managing the day-to-day running’s of your allocated clients.
- Leading on timesheet management and reporting, including managing user profiles and creating reports for clients and Account Managers.
- Creating and updating reports for Client progress reviews.
- Supporting in the preparation for key project governance meetings including scheduling, timely preparation of support materials and status reporting.
- Leading on resource utilisation across programmes and projects.
- Overseeing the on-boarding and off-boarding of associates.
- Supporting with project utilisation and tracking for specific/allocated accounts.
- Investigate any client issues that arise, working with our internal teams and externally to ensure they are resolved.
- Responding to all requests or issues in a timely, clear, and efficient manner in accordance with departmental standards (SLAs).
- Update and maintain the CRM system.
- Update main excel spreadsheets daily with actions from each client/internal communication.
- Attending online Teams meetings with Clients and occasional Client site where required.
- Ensuring you can manage your workload and prioritise to deliver excellent service to our clients, meeting SLAs and KPIs.
- Supporting with all CST administration tasks.
- Actively and consistently achieving high levels of customer satisfaction.
- The Client Services Lead will liaise with directors and all staff within Cloud21 to ensure client services are delivered effectively.
- The Client Services Lead will liaise with key stakeholders - both internal & external - as required by the projects being delivered.
- The Client Services Lead will work closely with the Cloud21 internal operations team.

**Personal Specification**
- Experience working within a Customer Service and/or Project environment.
- Good communication and liste