Client Support Executive (London & Manchester)

Location
London, Manchester

Specialism
Customer Service

Department
Client Services

Purpose of job
To work within the Client Support team assisting with the day to day management of a portfolio of Clients. The team will take first line calls and respond to emails for all products including processing additional/supplementary orders for their portfolio of Clients. The team will endeavour to resolve all queries within the 1st call or email and will retain full ownership of all queries. The team will strive to provide a first class service whilst upholding the company’s vision and values.

Key competencies

1. Performance/Service/KPI’s
2. Communication
3. Customer Responsiveness
4. Takes Ownership & Initiative
5. Effective Time Management
6. Team Working
   

Main responsibilities

• Call Handling – to provide first class call handling within published service levels and build good relationships with key contacts within your client portfolio.
• To continue to assist Client Managers with the day to day operational management of their bases and alert them to urgent or concerning issues which come to your attention whilst the Client Manager is out of the office
• To work with your nominated team and portfolio to ensure they receive first point resolution, timely updates and remain informed in all day to day dealings with AN.
• Fault Management –To provide network & hardware fault management in line with published and contractual service commitments. Providing an efficient, pro-active fault management service to Client Managers and Clients, driving fault resolution with suppliers and performance against SLAs. To escalate faults according to escalation guidelines to dedicated managers.
• Client Database Maintenance – ensuring databases are well maintained following Client contact.
• Case/E-mail management – responding and completing requests within agreed timescales.
• Order fulfilment – processing the relevant paperwork and pricing for all supplementary orders and tracking these orders through to completion
• Re-signs – completing the paperwork for all Client Manager re-signs and tracking these re-signs through to completion (Team dependent)
• Monthly billing changes & queries
• Assist other Client Support teams as and when required to ensure all client calls and emails coming into the business are answered in a timely and appropriate manner
• Any other administrative/project duties as required
• Attend weekly team meetings to receive updates and changes to processes and discuss teams performance.
• Monthly 121’s - To discuss the previous month’s KPI’s, Audits, Callenges and achievements and to be given the opportunity to raise any concerns.
  

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