Client Services Administrator

Posted 5 days ago by Lowell Group
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The main purpose of the role is to ensure a high level of administrative support is provided to the Post Sale Support Specialists. You will be facilitating the turnaround of client responses/documents, recourse files, direct payment files etc within agreed SLAs, thus delivering a high quality service and positive customer and client experience.

Key Responsibilities:-

  • Maintaining working relationships with Client Services Specialists (CSS).
  • Achieve productivity and other targets across multiple KPIs, including; query files, rep codes, work queues, QMS, shared inboxes, recourse, direct payments etc - all worked within SLA.
  • Adherence of TCF, FCA, compliance and other regulatory requirements (internal and external), ensuring that all work carried out complies with these principles etc.
  • Communicate on a frequent basis with the CSS to ensure that there is a full communication rhythm to achieve SLAs etc
  • Perform other duties as assigned.

Experience:-

  • Experience of managing external client relationships
  • Previous experience of working in a performance driven and high volume transactional workloads.
  • Previous experience of working in a regulated and TCF environment.

Skills:-

  • Ability to build effective working relationships with a variety of key stakeholders from diverse backgrounds.
  • Ability to work across several workstreams and tasks.
  • Strong customer and client focus with a 'can do' attitude.
  • Good communication skills across multiple channels.
  • Ability to work under pressure and make decisions within defined parameters.
  • Good commercial awareness.
  • Organisational and time management skills with the ability to adapt to changing priorities.
  • PC skills (Excel and Word at intermediary level)
  • Demonstrates a professional, flexible and positive attitude to work with a good work ethic.
  • Excellent team working skills.

Required skills

  • administration
  • client services

Reference: 39498215

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