Client Advisor - Swindon, United Kingdom - tmgroup

tmgroup
tmgroup
Verified Company
Swindon, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Here at TM Group, we are looking for a Client Advisor to join our Client Services team. The role is working full-time Monday to Friday, based in our Swindon office.


The objective of the position is to continually improve the Customer Service experience for all tmgroup customers both internal & external.

To handle customer enquiries and administrative tasks in accordance with the proper operation of the Helpdesk.


Duties and Responsibilities


Working as part of a fast-paced Client Services team, the Client Advisor will have responsibility for answering customer enquiries and resolving customer issues.

S/he will also be responsible for ensuring that customers are served in a courteous, friendly and timely manner, monitoring personal workloads throughout the day to ensure the service levels and KPIs are met in line with company standards.


Key responsibilities include:

  • Ensure client satisfaction year on year through maintained services levels
  • To attend and contribute to departmental meetings
  • To liaise with customers and provide technical support and advice as required. Ensure any complaints are documented and escalated in accordance with our company complaints and Non-Conformance procedures. Ensure you operate in accordance with company policies and procedures. Maintain a safe working environment. Other duties as reasonably required.

Performance Criteria
The Client Advisor will be successfully filling the requirements of the position when:

  • customers issues are resolved quickly and in a professional manner;
- all calls are properly logged;
- administrative work is completed accurately and on time;
- other duties as requested and assigned are completed successfully.


Person Specification
The Client Advisor should have knowledge of customer service. This knowledge will have been obtained through practical experience.


Essential:

  • Understanding of the value of customer service to an organisation. Very good verbal and written skills, which facilitate effective communication with external clients, suppliers and peers. Enjoys a fastpaced environment and to be able to adapt to change. Ability to work on own without supervision. To be able to work to daily set deadlines. Accuracy and attention to detail is important. Familiarity with internet usage and terminology. Excellent knowledge of all Microsoft products, particularly Excel for reporting.

Desirable:

  • Ability to confidently communicate with senior members of staff and give informative views of personal /system development and progress. Knowledge of the conveyancing process is desirable but not essential.
Metrics

  • Achievement of K.P.I.s as set by the Head of Client Services. Achievement of personal objectives as set by your line manager. H.S.E. compliance. HR. compliance.

What we can offer you

  • 25 days holiday which increases with length of service. Pension scheme Company Bonus Scheme Cycle to Work scheme. Employee Assistance Programme Staff social events Rewards and discounts
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