Customer Service Client Engagement - Newport, United Kingdom - JM Selection

JM Selection

Verified Company

Newport, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Client Engagement
We are currently recruiting a Customer Service Client Engagement for a reputable solicitors.

Role Responsibilities

To ensure a smooth process in handling all of the aspects of onboarding a client.
Responsible for a wide range of duties from account opening to account maintenance, to internal partner support with extensive client interface.
To be the firms' first point of contact with a prospect.
Assist with proactively managing client relationships to maintain and improve client satisfaction and retention.
To obtain the initial client information
To conduct quality assurance via questionnaires and telephone communication.
Develop excellent working relationships with the team and the broader organisation.
To open case files and produce the relevant initial paperwork to clients.
Checking all contact information is correctly recorded for all clients and prospects.
Chasing any outstanding paperwork/information from clients to be able to progress a case.
To ensure all GDPR and confidentiality regulations are adhered to at all times.
To exercise sensitive management of the details received during conversations with the client.
To provide high quality customer service to all clients and contacts.
Participate in initiatives to improve the client and account management process.
To contact existing commercial clients promoting our webinars, events etc.
To appropriately cross sell the services of other departments within the firm at relevant stages of a matter.
To maintain active logs of client engagement/retention to provide to Line Manager.
To support and cover other team members when needed.
To maintain a friendly and positive attitude as this is a clientfocused role.
To undertake other tasks in line with the role, as instructed by Line Manager.
To work in accordance with quality standards.
To capture and record information so that KPIs can be measured.
To provide guidance to junior team members as required.
Have appropriate skills or ability to acquire and develop skills in order to utilise case management system effectively.
To ensure protocols are adhered to in order to protect the confidentiality of both the firm's and clients' documentation and information.
Post Holders will work collaboratively with other appropriate departments within the firm to ensure a seamless service is provided for all clients of the firm.
To attend and, where required, contribute to team meetings.
To undertake such administrative duties as is reasonably required from time to time.
Support the fostering of a collaborative team environment by providing support when covering for colleagues and willingly offering assistance, prioritising tasks appropriately in order to assist colleagues for the benefit of the teaM/Firm.
Act as a mentor to new team members when required.

Role Requirements

A year's previous experience of client/customer service
Previous sales experience
ITliterate with skills in word, excel and record keeping.
Excellent written and verbal communication skills, with attention to detail
Experience of working in a legal/professional services environment
Customer Service qualification (desirable)
Selfmotivated team player
The ability to prioritise and manage own workloads effectively
Ability to adapt to new scenarios
The ability to work under pressure and meet deadlines
Ability to develop relationships, particularly with potential clients/contacts
Ability to exercise compassion and discretion with client information
The ability and desire to contribute any ideas to Line Manager to promote or improve the services we provide
Demonstrated skills of managing a small team.

Based in Newport but occasional travel to Cardiff would be required

Monday to Friday, 8.30am-5pm

£22, ,000 depending on experience

Permanent

Job Types:
Full-time, Permanent

Salary:
£22,000.00-£25,000.00 per year

Benefits: