Client Relations Specialist – Elevate Customer Experience

Portman Asset Finance Ltd; Northampton; On-site; GBP 21,000 - 30,000; Full time

Job summary

Portman Finance Group in Northampton is seeking a Client Relations Executive to answer calls and webchat, qualify inquiries quickly, and pass leads to the Sales Team. You will monitor call quality, collect customer reviews, and maintain accurate CRM records to ensure an excellent client experience.

With training, there is potential to support the Regulated Sales Service Team on regulated finance transactions, drafting simple credit applications and aiding with compliance tasks as part of a

Qualifications

• Degree-educated is preferred, with BBB or above.
• Experience in customer service or professional services is advantageous.
• Excellent verbal and written communication.
• Ability to screen and progress calls and webchat enquiries.
• Strong data entry and record keeping.

Responsibilities

• Answer incoming calls and webchat messages, screening and directing to the Sales Team where appropriate.
• Quality monitoring of call recordings and providing feedback to sales team.
• Assist with complaints handling and complaints resolution matters.
• Ensure our Customer Records Management system is kept up-to-date with client leads and summaries.
• Support the Client Relations Team Manager and Director of Compliance and Operations with ad-hoc duties as required.
• Assist with obtaining Trustpilot and Google reviews from customers.
• Provides support to the Director of Compliance and Operations on straightforward compliance matters following appropriate training.
• Any other appropriate job duties in line with the associated skill and experience of the post holder.

Skills

Clear communication

Telephone handling

Webchat handling

Attention to detail

Data entry

Customer service

Education

Degree-educated with BBB or above

A-Levels or equivalent

Tools

MS Office

CRM systems

Webchat tools

Job description

Portman Finance Group in Northampton is seeking a Client Relations Executive to answer calls and webchat, qualify inquiries quickly, and pass leads to the Sales Team. You will monitor call quality, collect customer reviews, and maintain accurate CRM records to ensure an excellent client experience.

With training, there is potential to support the Regulated Sales Service Team on regulated finance transactions, drafting simple credit applications and aiding with compliance tasks as part of a