Client Services Executive
Full time | 9am–5pm ( remote with one day in the office )
Reporting to: Head of Client Services
We’re looking for an organised, proactive and detail-focused Client Services Executive to join our team and support the Client Services Account Manager with the provision of excellent customer service to our clients and field teams.
Key accountabilities
· Provide a supporting role in managing the day to day working relationships with the Clients, liaising with them on progress reports, requirements, taking detailed meeting notes and developments on their campaigns
· Handle general complaints and queries from all sources from receipt to resolution, including working with internal teams and clients to help with any investigations or data needed to provide a smooth and swift resolution
· Support Account Managers with timely delivery of all administrative tasks including reporting and campaign updates
· Be aware of industry compliance and guidelines, supporting in all Compliance led tasks and initiatives including monitoring, reporting and analysis of Mystery Shop programs
· Prepare detailed data analysis and commentary on client specific reports
· Assist in developing and updating the content of client campaigns and materials needed including distribution to Fundraisers and internal teams
· Managing internal documentation, how to guides and campaign reviews
· Working with field teams to resolve ad hoc queries
· Responsibility for monitoring and managing department phone line and email inboxes
· Working with both internal departments and clients to manage operational queries and approvals for both private sites and door to door channels
Requirements
Required experience
· Liaising with customers/clients - either internal and external
· Familiar with handling data and preparing reports
· Strong telephone manner
· Attention to detail
· Strong administration skills
For operational reasons, the Company reserves the right to transfer you to alternative duties. For this reason, it is a condition of employment that you are willing to do so, if requested, from time to time.