Customer Service Advisor

2 weeks ago

Hinckley, United Kingdom The Portfolio Group Full time

**Job Overview** The role requires you to excel in enthusiasm as part of our account management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions. **Day-to-Day Responsibilities** - To contact clients to welcome them to Croner and book their Anniversary appointments with consultants in line with service levels and diary booking guidelines - To ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure. - To deliver the administrative duties for the department including rescheduling appointments - To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention. - To understand all client databases and systems in order to adequately investigate and respond to the client. - Accountability for obtaining a prompt response to client queries, service issues and - requests to cancel. - Review of client service issues in order to produce an effective handover where applicable to Credit Control. - Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate. - To liaise with the Business Development Manager regarding clarification of the clients contracted service provision. - To receive client and consultant telephone calls and resolve queries, service issues and retention opportunity requests. **Job Goals** - To ensure that all client service issues are dealt with professionally, courteously and in a timely manner - Average of 7 New business to be Implemented per day - Intent to cancel turnaround of 7 days - Daily share of Monitoring of the Client Services inbox - The aim to have a first time call resolution - Minimum of 1 Positive review per month - Average New Contract turnaround of 2 days - All client telephone calls to be answered in accordance with the departmental standards. - All written client correspondence to contain clear, accurate and thorough information and meet required standards. **What you Bring to the Team** - A "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team. - A team player - Ability to work in a fast paced environment. - Strong time management skills. - A dynamic and flexible approach, as well as the ability to work under pressure. **P967763CCR3** **INDPENO

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