Concierge Officer

Taylor Rose Limited; Peterborough; On-site; GBP 25,000 - 38,000; Full time

Job summary

Taylor Rose Limited is seeking a Consultant Concierge Officer to support consultants, promote wellbeing, and connect internal teams across the firm’s infrastructure.

You will provide ongoing support, manage issues with SLAs, update profiles and records, and drive a culture where consultants feel valued and engaged across departments.

Qualifications

• Willingness to learn and adapt to a concierge support model.
• Strong interpersonal and communication skills with consultants.
• Excellent organisation and project management ability.
• Good problem solving and clear, timely updates.
• Ability to work with managers across the business and meet deadlines.
• Balance commercial interests with compliance requirements.

Responsibilities

• Provide ongoing support to Consultants and Fee Earning Consultants.
• Manage open issues with SLAs via the ticketing platform.
• Bridge between Consultant and Taylor Rose departments for a seamless experience.
• Follow governance steps to drive insight and faster resolutions.
• Complete starter/leaver procedures for consultants.
• Update consultant profiles on websites.
• Maintain consultant records and databases.
• Liaise with Client Care for service and feedback resolutions.
• Assist with writing and maintaining consultant policies and forms.
• Communicate policy changes to all consultants.
• Liaise with Audit to ensure files and corrective actions.
• Organise consultant engagement events (virtual and in-person).
• Support Well-Being policy to ensure staff feel supported.

Skills

Willingness to learn

Interpersonal skills

Organisational skills

Project management

Problem solving

Communication

Collaboration

Deadline oriented

Commercial vs compliance

Job description

To work within the Consultant Programme, engaging new and existing consultants within the firm with its various infrastructure, building sustainable personable relationships and promoting consultant wellbeing.

The Consultant Concierge Officer will be part of helping to increase the retention and engagement rate of firm consultants with the business (both new and existing) and connect the various component departments of the firm’s infrastructure and the programme itself together.

The aim to ensure we deliver a support model that increases the level of Ease that those within the Consultant Programme experience. Leading to a Culture where they “Love to Stay” and become “Brand Advocates.”

This role involves but is not limited to:

• Providing ongoing support to Consultants and Fee Earning Consultants to meet their needs through the new concierge model
• Manage open issues with agreed SLAs within the new ticket logging platform
• Provide the bridge between the Consultant / Fee Earning Consultant and Taylor Rose departments to ensure a seamless and high level of ease within the Customer Experience journey
• Complete all steps within the agreed governance to help drive insight and speed of resolutions improvements adopted as a department
• Completing the Consultant and Fee Earning Consultant new starter and leaver procedures as per assigned tickets
• Updating the Company website and Consultant and Fee Earning Consultant website profiles
• Updating and maintaining Consultant personnel records and databases
• Liaising with Client Care to provide customer service and complaints feedback and resolutions within agreed forums
• Assisting with writing and maintaining all Consultant policies, procedures, and forms.
• Assisting with communicating relevant policy changes or updates to all Consultants and Fee Earning Consultants
• Liaising with the Audit department to ensure Consultant files are received on time and assist with audit feedback and completion of corrective actions
• Support the organising Consultant engagements events both virtually and otherwise
• Help drive and support a Well-Being policy that ensures those within the Consultant programme feel supported

Qualifications and Skills:

• Willingness to learn
• Good interpersonal skills supporting the Consultants
• Excellent organisational and project management skills
• Good problem solving and communication skillsAbility to work collaboratively and effectively with managers across the businessAbility to work to deadlines and achieve resultsAbility to balance commercial interests with compliance requirements