Client Relationship Executive - Hemel Hempstead, United Kingdom - Tenancy Deposit Scheme

Tenancy Deposit Scheme

Verified Company

Hemel Hempstead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

THE DISPUTE SERVICE LTD

JOB DESCRIPTION

Job title
:
Client Relationship Executive

Accountable to:
Client Relationship Manager

Liaison with:
Sales team

Marketing department

Customer Operations department

TDS customers

TDS colleagues

SUMMARY

We are looking to employ an experienced Client Relationship Executive to handle all customer inquiries, concerns and complaints in a professional manner.

The Client Relationship Executive's responsibilities include collaborating with the relevant departments to better address client needs, providing regular updates to higher management and upselling company products where possible.

You should also be able to identify new business opportunities through client referrals.

To be successful as a Client Relationship Executive, you should be committed to helping clients and be able to work well under pressure.

Ultimately, an outstanding Client Relationship Executive should demonstrate excellent communication, problem-solving, and customer service skills at all times.

You will be responsible for managing key accounts of our letting agent customers, resolving issues that arise and helping them to administer their account.

You will have your 'finger on the pulse' in terms of what our letting agent customers' intentions are, be aware of impending and recent acquisitions to proactively assist them in merging their deposit portfolios and you will gather insight about their satisfaction with our service.

You will build solid working relationships with our letting agent customers, assisting them with training, both on a one-to-one and group basis.

You will proactively determine how we can further improve our service through client outreach and insight, including phone calls, face-to-face meetings (over video, or in person when conditions allow), surveys and polls, to ensure that our customers are satisfied with our services.

You will liaise with other TDS departments to provide content for marketing campaigns, promotion of events, allocation of funds, etc and be focused on being able to identify opportunities within our customer base.

Day-to-day customer queries are handled through our Customer Operations department and do not fall under your remit except where supporting that department from time to time due to the needs of the business.

PRINCIPAL RESPONSIBILITIES

Job summary

The Dispute Service's core role is to safeguard tenants' security deposits across the United Kingdom and offer a free dispute resolution mechanism in the event of dispute over their return.

We are looking for a positive, flexible, and hardworking person with exceptional organisational and customer service skills to join our expanding team.

We are looking for a Client Relations Executive to create and nurture solid long-term working relationships with our letting agent customers.

You will resolve any issues that arise to ensure customers are satisfied with our services.

In this role, you should be an excellent communicator who is able to identify and grasp customer needs and brainstorm ways to fulfil them.

You will be considered as a voice of authority within TDS and customers must feel confident with the advice you provide.

If you have a background in customer service and satisfaction, we'd like to meet you. The ability to identify first time resolution is important.

You will be the 'voice of the customer' and your primary focus will be on retention of customers and growth of the scheme.

Your goal will be to help us retain our customers, identify new business opportunities with our existing customers and provide our customers with the highest level of customer service.

You may be invited to present webinars/training sessions and attend industry events and some travel across the UK may be required.

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Core responsibilities include:
1.1 Build strong relationships with key customers providing support and training when required. Being the first point of contact for key accounts.

1.2 Cultivating solid relationships with clients through the provision of exceptional after-sales service.

1.3 Schedule regular calls with customers to ensure they are satisfied.

1.4 Achieve and exceed set goals and targets.

1.5 Identify growth opportunities with existing customers.

1.6 Understand our competitors' products to help think of new ways to retain our customers and improve satisfaction levels.

1.7 Collaborate with internal teams (e.g., sales, operations, marketing, compliance, finance) to address customers' needs and put forward ideas for change and to support these departments whose activities align with the role of the Client Success team.

1.8 Working with the Marketing department to explore new ways of engaging with our customers.

1.9Working with the Customer Operations Department and other colleagues to ensure customers' issues are resolved effectively.

1.10 Become an expert on all TDS CRM platforms.

1.11 Fully understand the relationship with our