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Customer Service Administrator

The Portfolio Group
Posted a day ago, valid for 16 days
Location

Manchester, Greater Manchester M17 1DJ, England

Salary

£20,000 - £24,000 per annum

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Contract type

Full Time

Retirement Plan
Life Insurance
Employee Assistance

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • Portfolio is seeking a Client Experience Administrator for a leading health and wellbeing network that has positively impacted over 15 million lives.
  • The role focuses on ensuring client satisfaction and retention by actively engaging with clients to provide exceptional service and solutions.
  • Candidates should have excellent communication skills, attention to detail, and the ability to manage their own workload, with previous experience in customer service preferred.
  • The position offers a salary of £48,563 and requires a minimum of two years of relevant experience.
  • Benefits include 25 days of holiday, private medical insurance after five years, a pension plan, and various employee perks.

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

48563LS

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In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.