Customer Service Advisor

JM Selection; Newport; On-site; GBP 40,000 - 60,000; Full time

Job summary

A professional services firm in Newport seeks a dedicated individual for client engagement. The role focuses on managing relationships, ensuring smooth on-boarding, and maintaining high-quality service standards. Ideal candidates should possess strong communication skills and experience in client management. Opportunities for growth and improvement initiatives are available.

Qualifications

• Experience in client relationship management.
• Strong communication and interpersonal skills.
• Knowledge of GDPR and confidentiality regulations.

Responsibilities

• Ensure smooth client on-boarding process.
• Act as first point of contact for prospects.
• Maintain accurate client information and logs.

Job description

Overview

Job Role

Responsible for successful communication channels and points of contact between the firm and its customers as well as development of client engagement and retention via actively promoting firm's services to maximise client reach, whilst maintaining quality standards and performing well against KPIs.

Responsibilities

• To ensure a smooth process in handling all of the aspects of on-boarding a client.
• Responsible for a wide range of duties from account opening to account maintenance, to internal Partner support with extensive client interface.
• To provide quotes to prospective clients face-to-face, by telephone and by email.
• To be the firms' first point of contact with a prospect.
• Assist with proactively managing client relationships to maintain and improve client satisfaction and retention.
• To obtain the initial client information.
• Handle client enquiries via phone and e-mail; provide required information in a timely manner.
• To conduct quality assurance via questionnaires and telephone communication.
• Develop excellent working relationships with the team and the broader organisation.
• To open case files and produce the relevant initial paperwork to clients.
• Checking all contact information is correctly recorded for all clients and prospects.
• Chasing any outstanding paperwork/information from clients to be able to progress a case.
• To ensure all GDPR and confidentiality regulations are adhered to at all times.
• To exercise sensitive management of the details received during conversations with the client.
• To provide high quality customer service to all clients and contacts.
• Participate in initiatives to improve the client and account management process.
• To contact existing commercial clients promoting our webinars, events etc.
• To appropriately cross sell the services of other Dept's within the Firm at relevant stages of a matter.
• To maintain active logs of client engagement/retention to provide to Line Manager.
• To support and cover other team members when needed.
• To maintain a friendly and positive attitude as this is a client-focussed role.
• To undertake other tasks in line with the role, as instructed by Line Manager.
• To work in accordance with quality standards.
• To capture and record information so that KPIs can be measured