Client Experience Representative - Part Time Job Share

Oasis Group; Northampton; On-site; GBP 11,000 - 14,000; Part time

Job summary

Oasis Group in Northampton, England, is seeking a Client Experience Representative to handle first-line client contacts, process orders, update systems and respond to routine enquiries.

The role is offered as a part-time job share at 18.75 hours per week; you will collaborate across functions, maintain service levels, and help ensure accurate data and great client experience.

Qualifications

• Demonstrable depth of experience in a similar role.
• Experience servicing written and oral client requests.
• Fluent English communication.
• Experience delivering excellent client service.
• Strong attention to detail.
• Flexible and able to meet tight deadlines.
• Proactive and professional demeanor.
• Good organisational and time management skills.
• Creative problem solving and ownership mindset.
• Strong computer and software skills.

Responsibilities

• Answer telephone calls and service client requests in a friendly, professional manner.
• Process client orders, keying system transactions accurately within contracted service levels.
• Own and manage client complaints, following up to ensure quick resolution.
• Make outbound calls to provide updates or proactive information to clients.
• Communicate about invoices and follow up on outstanding payments as required.
• Update systems with clear, accurate data and generate routine reports.
• Identify risks and liaise with relevant departments to address issues.

Skills

Fluent English

Client service

Attention to detail

Time management

Organisational skills

Proactive mindset

Communication skills

Job description

In this role you will be primarily responsible for servicing client requests as a ’first point of contact’ for clients into the group. This role will process client orders, update information in systems, respond to routine enquiries and ensure that service levels and quality standards are met. In this role you will work closely across all functions, to ensure effective collaboration on achieving our business objectives.

Please note that this role is offered on a part time job share basis at 18.75hrs per week.

Key Performance Indicators:

• Client service level agreements – ensuring we consistently deliver.
• Client satisfaction as measured in the annual client survey.
• Call Performance & Case Management Service Levels.

Accountabilities:

• Consistently meet required key performance indicators.
• Where KPI’s are not met, identify and implement performance improvement plans.
• Actively monitor risks and to foresee/identify potential problems and proactively identify solutions to address them in advance.

Responsibilities:

• To answer telephone calls, taking ownership, and servicing client requests in a friendly and professional manner.
• To process client orders, keying system transactions accurately and within the contracted service levels.
• To take ownership of complaints, managing client expectations, following up proactively to ensure quick and effective resolution.
• To make outbound calls to clients with updates on enquiries or to communicate proactive information.
• To communicate with clients about their invoices requesting outstanding payments as required.
• To follow all group policies and standard operating procedures
• Using strong written and oral communication skills ensure that every contact is managed to a high standard creating a great experience for clients
• To update all systems with clear and accurate information, being proactive to establish missing or out of date client contact data. Produce and issue routine system reports and service routine reporting enquiries accurately.
• To identify risks/issues which create a barrier to great client care and highlight these to your manager.
• To take ownership of more complex client requests, managing the client’s expectations, liaising with specialist departments, obtaining input to respond fully to the client within the agreed service levels.
• To take ownership of more complex client requests, managing the client’s expectations, liaising with specialist departments,
• btaining input to respond fully to the client within the agreed service levels.
• To demonstrate a teamwork ethic, working with and sharing knowledge and experience with colleagues.
• To continuously support all training and personal development to ensure that you maintain the highest standard of client care.
• Comply with all company policies and all relevant data protection legislation to ensure.
• Our clients and team members’ sensitive and personal information is protected and processed in accordance with the law.
• Our team members’ and clients’ rights under the legislation are fully protected.
• Adhere to all company policies and complete all mandatory training modules.
• Report any potential or actual security, environmental or health and safety incidents to your line manager and / or the OASIS Compliance team as soon as you become aware of them.
• Lives the OASIS values, in particular, client obsession - ensuring effective communication and responsiveness to client requests.

Candidate Requirements:

• A demonstrable depth of experience in a similar role.
• Experience of servicing written and oral client requests.
• Can communicate fluently in English.
• Experience of providing excellent client service.
• A strong attention to detail.
• Flexible and ability to operate to tight deadlines.
• A proactive mindset and professional manner.
• Good organisational and time management skills.
• Creative and enquiring mind to challenge and resolve problems.
• Demonstrate the ability to take ownership.
• Excellent all-round computer and software skills.

OASIS is an equal opportunities employer.

The Company confirm that our legitimate interests comply with GDPR and data protection.

Client Experience Representative - Part Time Job Share Northampton, England, GB