Customer service Administrator - The Portfolio Group : Job Details

Portfolio are proud to be representing our client, one of the fastest growing HR Consultancy businesses globally. As a leading technology provider, they are transforming the world of work in terms of HR and health and safety helping businesses manage their day-to-day, removing administration burden and growing their bottom line. We are looking for an experienced Customer service administrator to join the team, providing excellent customer care to clients and all associated administration. You be contacting clients via phone and VC to gain a good understanding of their needs, answering any queries they may have and maintain contact throughout the process. This is a very fast paced role, in an ever-changing environment, you will also have the opportunity to assist other departments and expand your knowledge and growth within the business. If you have experience of high-level customer service within a professional environment, good excel skills and want longevity in your next role, please apply today and we'll be in touch!

Job Purpose

• To deliver world class client care in order to exceed our clients' expectations and provide ongoing contact and support to clients throughout the Tribunal process to support with the Company's Retention & Growth.
• Day-to-Day Responsibilities
• Daily telephony/VC contact with clients to qualify the service being delivered, and to assess what additional support, if any, is required and to realise that support on their behalf.
• Recording the number of client contacts made on a weekly basis to the Manager - text messages/calls/VCs.
• Liaising with other departments; to ensure they take any required action, and to support with any actions within this remit where necessary to ensure delivery of quality service.
• Be proactive in resolving any potential service issues, and the ability to use initiative in following up on any necessary client actions determined from direct client communications.
• Recording and reporting on information and feedback obtained to relevant parties.
• Support with new work allocation including the registration of new requests.
• Arranging client visits for Experts and sending the relevant correspondence to both parties.
• To manage the mailbox by actioning emails and inputting data onto the system and updating both parties with the correspondence.
• Support with any projects geared towards continuous development of the department.
• Management and maintenance of assets - reviews and updates as required.
• Keeping client details up to date in all internal systems..
• All client telephone calls to be undertaken in accordance with the company standards.
• All written client correspondence to contain clear, accurate and thorough information and meet required company standards.
• Meet departmental and Company protocols and KPIs.

What you Bring to the Team

• A total commitment to client service.
• A bright, enthusiastic outlook, a "can-do" attitude, a thirst for knowledge and the ability to communicate effectively within the team.
• Ability to work in a fast-paced environment.
• Strong customer-facing and telephone experience and time management skills.
• A dynamic and flexible approach, as well as the ability to work under pressure.
• Microsoft Office proficient.
• Excellent communication skills, with a particular emphasis on verbal communication.

Benefits

• Perkbox Discounts
• Pension Plan and Life Insurance
• Profit Share Scheme - Annual Bonus
• Day off on your Birthday
• Free Breakfast every Monday and Drinks on the last Friday of every month
• 25 Days Annual Leave + Bank Holidays

We will also accept applications from job titles:

PA, Customer Liaison, Customer service Officer, Customer service advisor, customer Service Executive, Senior Administrator, Client Liaison, Executive Assistant

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