Customer Relations Executive

Portman Finance Group; Northampton; On-site; GBP 23,000 - 32,000; Full time

Job summary

Portman Finance Group is seeking a Client Relations Executive to handle initial queries by phone or webchat, qualify leads, and route them to the Sales Team. The role also involves quality monitoring, gathering customer reviews, and maintaining accurate CRM data.

Training will cover customer due diligence and compliance tasks as needed. As the role develops, there may be opportunities to support the Regulated Sales Service Team on regulated finance transactions, with a structured development

Qualifications

• Degree-educated with a good standard of education; BBB or above preferred.
• Excellent spoken and written communication; phone and webchat handling experience helps.
• Strong attention to detail and ability to screen and progress calls efficiently.

Responsibilities

• Quality monitoring of call recordings and feedback to the sales team.
• Assist with complaints handling and resolution.
• Answer calls and webchat messages and direct to Sales Team as needed.
• Maintain up-to-date customer records in the CRM system.
• Support with compliance tasks and data quality improvements.
• Help obtain Trustpilot and Google reviews from customers.

Skills

Degree-educated

Phone etiquette

Communication

MS Office

Data quality

Education

Degree required

Tools

CRM system

Job description

The Client Relations Executive will be responsible for answering initial queries, either via the telephone or through webchat, with the need to quickly qualify and pass the client onto the appropriate sales team member where appropriate. The Client Relations Executive will also undertake a number of other varied tasks including but not limited to quality monitoring call recordings and providing feedback to the sales team, obtaining reviews for the business from customers, improving data quality by verifying and merging data records, ensuring business processes are followed and assisting with customer due diligence processes after suitable training.

Due to the nature of the position, we are looking for someone who has an excellent professional and engaging telephone manner. The successful candidate will be confident providing constructive feedback and have a strong attention to detail, the Client Relations Executive role is key in managing and maintaining an excellent client experience.

As the successful candidate grows in the role, there will be opportunity – if the candidate wishes - to support the Regulated Sales Service Team on regulated finance transactions. In time, the successful candidate may have the opportunity to transition into the Regulated Sales Service Team, where responsibilities would include dealing with finance enquiries from regulated business customers, assessing their finance options, drafting straightforward credit applications to lenders, organising the signing of finance paperwork and ultimately paying out regulated finance deals. All of this would be part of a wider professional development plan, and only if the successful candidate showed an interest in developing into this team, which is well supported with training and compliance support.

Responsibilities

• Quality monitoring of call recordings and providing feedback to sales team
• Assist with complaints handling and complaints resolution matters
• Answer incoming calls and webchat messages, screening and directing to the Sales Team where appropriate;
• 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 and when required;
• Assist with obtaining Trustpilot and Google reviews from customers;
• Provide support to the Director of Compliance and Operations on straightforward compliance matters following appropriate training; and
• Any other appropriate job duties in line with the associated skill and experience of the post holder.

Skills and experience required

• Degree-educated is strongly preferred, with a minimum of A-Levels, or equivalent, essential, at BBB or above;
• Previous Sales or Professional Services Secretarial, Customer Service or Account Management experience is advantageous but not essential;
• Ability to communicate clearly in-person, over email, and on the telephone;
• Ability to quickly and confidently screen and progress calls and webchat enquiries through to appropriate Sales Team members;
• Ability to type and talk simultaneously;
• Positive and engaging telephone manner; and
• Strong Microsoft Office skills with experience of using a webchat, or similar, function.

Personal Attributes

• Excellent written and oral communications skills;
• Ability to remain calm under pressure and meet deadlines;
• Strong organisational skills with a high attention to detail;
• Ability to prioritise and handle multiple tasks at any given time in a fast-paced environment;
• Pro-active and enthusiastic with a can do attitude;
• Good commercial acumen; and
• Ability to work on own initiative as well as being a team player.

Company Overview

Portman Finance Group was established in 2007 to provide UK SMEs with access to a range of finance options under one roof. We have now arranged over £1.7 billion in funding for over 20,000 companies.

Portman secure finance for businesses of all sizes via our own lending and panel of over 40 partners. We offer flexible payment terms, reducing large initial outlays and protecting cash-flow, and are one of the largest privately owned Broker-Lenders in the UK.

Portman work with any type of private sector business. We have a long and successful history financing a variety of assets, quickly and easily. If you’re lookingto lease or purchase further equipment, release equity or simply borrow, Portman can provide your business with the finance it needs.

Please note that as part of the recruitment process a criminal records check/credit history check will be carried out by an authorised third party.