To deliver world class care to exceed our clients' expectations and provide support to our ever-growing client base across Great Britain
The role requires you to excel in enthusiasm as part of our account management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions.
To contact existing Croner clients to book their Anniversary appointments with consultants in line with service levels and diary booking guidelines
To ensure that all client service issues whether verbal or written are acknowledged in line with the complaint's procedure.
To deliver the administrative duties for the department including rescheduling appointments
To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention.
To understand all client databases and systems to adequately investigate and respond to the client.
Accountability for obtaining a prompt response to client queries, service issues and requests to cancel.
Review of client service issues to produce an effective handover where applicable to Credit Control.
Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.
To receive client and consultant telephone calls and resolve queries, service issues and retention opportunity requests.Job Goals and Metrics
To ensure that all client service issues are dealt with professionally, courteously and in a timely manner
Complete a minimum of 50 calls per day
Daily share of Monitoring of the Client Services inbox
Same day responses on enquires or emails
The aim to have a first-time call resolution
All client telephone calls to be answered in accordance with the departmental standards.
All written client correspondence to contain clear, accurate and thorough information and meet required standards.What you Bring to the Team
A "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.
A team player
Ability to work in a fast-paced environment.
Strong time management skills.
A dynamic and flexible approach, as well as the ability to work under pressure.
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