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Portfolio are proud to be representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector.
This is a great opportunity to join the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation as a Client Experience Administrator.
The Role
Client satisfaction and retention is a priority to our business and the fundamental requirement of this role is to actively engage with clients to ensure that they are receiving a proactive and responsive service that exceeds their expectations. It is essential that you have the ability to understand the client's needs, provide solutions and deliver exceptional service throughout the client journey.
It is an integral part of the role to apply a one call resolution to complaint handling where appropriate and provide timely updates to complaints under investigation to maintain client confidence.
Day to Day Responsibilities
- Complete any requests for welcome calls to all 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 SLA
- 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
- Provide support with booking contractual client meetings and scheduling of RM diaries Complaint logging and support with distribution, investigation and one call resolution focus to support our drive for excellent service
- Co-ordinating on-site wellbeing events merchandise and fulfilment for clients and the relationship management team
What you Bring to the Team
- 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 resoltion 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.
Benefits
- 25 days' holiday, plus bank holidays
- Day off on your birthday
- Cash plan for you (and your children, if any)
- Holidays increase after 2- and 5-years' service
- Contractual sick pay
- Private medical insurance after 5 years' service
- Pension Plan and Life Insurance
- Pension plan contributions increase after 5- and 7-years' service
- Holiday season bonus after 3 years' service
- Profit share scheme
- Season ticket loan scheme
- Cycle to work scheme
- Access to Employee Assistance Programme
- Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink
- Company incentives, access to discount schemes
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