Client Experience Specialist

OASIS Group; Northampton; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Eye care vouchers

Paid time-off

Life assurance

Flexible schedules

Free parking on site

Pension scheme

Learning & development

Cycle to work

Employee assistance

Employee recognition

Referral bonus

Tea/coffee on site

E-learning opportunities

Advancement opportunities

Job summary

OASIS Group in Northampton seeks a dedicated client services professional to be the first point of contact for clients, handling orders, updating records, and responding to routine enquiries while upholding service levels and quality standards. Collaboration across functions ensures objectives are met.

The role can also be offered on a part-time job share basis, with KPI-focused responsibilities and ongoing training to protect data and deliver excellent client care.

Qualifications

• A demonstrable depth of experience in a similar role.
• Experience 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.

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• To update all systems with clear and accurate information, being proactive to establish missing or out of date client contact data.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, liaising with specialist departments, obtaining input to respond fully to the client within the agreed service levels.

Skills

Attention to detail

Organised

Customer service

Job description

OASIS Group in Northampton seeks a dedicated client services professional to be the first point of contact for clients, handling orders, updating records, and responding to routine enquiries while upholding service levels and quality standards. Collaboration across functions ensures objectives are met.

The role can also be offered on a part-time job share basis, with KPI-focused responsibilities and ongoing training to protect data and deliver excellent client care.