Client Experience Administrator

Posted 19 June by The Portfolio Group
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Do you have excellent attention to detail and a passion for problem solving?

Our client is an award-winning Employee Assistance Programme provider. Reporting to the Client Experience Team Leader they are seeking an Administrator with fantastic Customer Service skills to join the team.

If you are a confident and solution focused individual then this role is for you! Read on...

Day to day:

  • Complete any requests for welcome calls to all of Health Assured's new clients at inception and existing clients at renewal where required
  • The Customer Success and feedback mailbox is constantly monitored, and all emails are processed within Service Level Agreement
  • Management of electronic literature and co-ordinate minor marketing amendments with the internal marketing team
  • Support with contract queries for group clients with retention as a key focus
  • Support with any queries from clients for our portal and app
  • Set up of access to the portal and the app for clients and internal stakeholders
  • Providing support to the field based Regional Managers for clients' queries
  • Provide support with booking contractual client meetings and scheduling of Regional Manager diaries
  • Complaint logging and support with distribution, investigation and one call resolution focus to support our drive for excellent service
  • Process of fulfilment requests daily
  • Co-ordinating on-site wellbeing events merchandise and fulfilment for clients and the relationship management team
  • Answer calls, contact complaints to support resolution, respond to emails

You:

  • Excellent attention to detail and a real passion for problem solving.
  • Excellent standard of communication with experience in various channels.
  • Ability to manage your own time and workload confidently.
  • Be the first point of contact for resolution with both client and internal stakeholders.
  • Be able to challenge and influence at a senior level, confidence is key.
  • Have a solution focused approach, pro-active and self motivated attitude towards working to deadlines.
  • High level of computer literacy (MS Office, Word, Excel and Powerpoint)
  • A dynamic and flexible approach, as well as the ability to work well under pressure.

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Reference: 52910451

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