Onboarding Account Manager - Manchester, United Kingdom - The Portfolio Group

The Portfolio Group

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Purpose

To deliver world class care to exceed our clients expectations and provide support to our ever growing client base across Great Britain.

Job Overview
The role requires you to excel in enthusiasm as part of our account management team.

As the first point of contact to our new clients you offer the right level of support to ensure they have everything they need to make the most of our world class service.

Day-to-Day Responsibilities as a Onboarding Account Manager:

Provide an excellent customer service to new and existing Peninsula clients
Carry out implementation calls to welcome client onboard with our services, ensure registration to software platforms, book initial consultations with relevant service areas and ensure a smooth transition into our advisory team.
Ensure that all onboarding processes and procedures are followed and adhered to.
To understand all client databases and systems to adequately access the client and service information.
Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.
Rescheduling of cancelled appointments
Management of client task lists
Provide feedback to line managers to help improve processes and promote best practice.

Job Goals and Metrics

Average of 30 actions per day
Average quality scores of 3.45+
SLA Management of 99%+
Minimum of 1 Positive review per month
Minimum talk time of 1.5 hours
All client telephone calls to be answered in accordance with the departmental standards.
All written client correspondence to contain clear, accurate and thorough information and meet required standards.

What you Bring to the Team

A "cando" attitude
Customer service skills are essential with a particular focus on rapport building and relationship management.
Excellent communication skills, with the ability to communicate with clients and internal stakeholders throughout the business.
Ability to work in a fast paced environment.
Strong time management skills.
A dynamic and flexible approach, as well as the ability to work under pressure.

Why Join our Team?

This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors.

The office is fast-paced and busy so we look for colleagues who have a positive and results focusedattitude.

Through training and development we make sure that everyone who works here has the resources they need to build their careers.

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