Client Services Executive

Charity-Link; Twyford; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

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

This full-time hybrid role (9am-5pm) combines remote work with one day in the office; reporting to the Head of Client Services, you will manage campaigns, handle queries, prepare reports, and maintain accurate records.

Qualifications

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

Responsibilities

• Provide a supporting role in managing day-to-day relationships with Clients, liaising on progress reports and campaign developments.
• Handle general complaints and queries from all sources, ensuring swift resolutions with internal teams and clients.
• Support Account Managers with timely delivery of administrative tasks including reporting and campaign updates.
• Assist with compliance tasks, monitoring, reporting and analysis of Mystery Shop programs.
• Prepare detailed data analysis and commentary on client-specific reports.
• Assist in developing and updating client campaigns and materials for Fundraisers and internal teams.
• Maintain internal documentation, how-to guides and campaign reviews.
• Work with field teams to resolve ad hoc queries.
• Monitor department phone line and email inboxes; manage operational queries and approvals for private sites and door-to-door channels.

Skills

Liaising with customers/clients

Data handling & reporting

Strong telephone manner

Attention to detail

Administration skills

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.