Client Services Executive

Charity Link; Ruscombe; Hybrid; GBP 25,000 - 34,000; Full time

Job summary

Charity Link is seeking a Client Services Executive to join our team and support the Client Services Account Manager with delivering excellent service to clients and field teams.

You will manage day‑to‑day relationships, handle complaints and queries, prepare detailed reports, ensure compliance, and help develop campaign content and documentation. This full‑time role operates 9am–5pm with remote work and one day in the office in Ruscombe.

Qualifications

• Liaising with customers/clients, internal and external.
• Experience handling data and preparing reports.
• Strong telephone manner.
• Attention to detail.
• Strong administration skills.

Responsibilities

• Support Client Services Account Manager with client relationships and progress reports.
• Handle complaints and queries from all sources, coordinating investigations.
• Support timely delivery of administrative tasks, including reporting and updates.
• Assist with compliance tasks and analysis of Mystery Shop programs.
• Prepare detailed data analysis and commentary on client reports.
• Help develop and update client campaigns and distribute materials.
• Manage internal docs, how-to guides and campaign reviews.
• Coordinate with field teams to resolve ad hoc queries.
• Monitor department phone line and email inboxes.
• Collaborate with internal departments and clients on operational queries and approvals for sites.

Skills

Client liaison

Data handling

Report preparation

Attention to detail

Administration skills

Telephone manners

Job description

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-focusedClient Services Executiveto 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

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.