Portfolio

Job Description

  • Job Reference:P34834LS_1657728516

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lara Salmons

  • Job Location: Greater-manchester

  • Job Title: Client Experience Team Leader

  • Job Salary: £22000 - £25000 Per Annum

Posted On: 13th July 2022

Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Client Experience Lead to their team. 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, to business partners, individual users, employees, and their family members.

Job Overview

This is a hands-on, high-profile role with a real focus on delivering exceptional outcomes. You will manage all service issues in line with company SLAs as a minimum requirement, ensuring client expectations are managed confidently and exceeded whenever possible. You will maintain the highest level of professionalism, whilst focusing on quick and efficient solution. As a Client Experience Lead communication is key to delivering a world class service both internally and externally.

The role is to ensure the smooth functioning of the team and to mentor colleagues to further their skills and ability to fulfil their job roles. You will be responsible for, overseeing new starter inductions, training, and developing the team along with daily management and ensuring daily, monthly, quarterly, and annual tasks are completed in line with SLA to achieve set KPIs.

This role may involve undertaking adhoc project work at the request of senior management and directors, with occasions whereby the role may operate outside of standard working hours of 09:00 – 17:00.

Client Experience Team Leader Responsibilities:

* To ensure that all client service issues whether verbal or written are dealt with in line with our core values, ensuring all our clients are Health Assured advocates.
* Ensure all service issues are logged and resolved within both client and departmental SLAs with a clear focus on retention and resolution.
* To ensure that all client service issues are thoroughly investigated through discussion with the client and appropriate internal staff.
* Try to resolve issues with a one call resolution focus.
* To understand all our client databases and systems to support process improvements, growth, training, and development across the team and business.
* Maintaining a structured day to ensure activity KPIs are met, including monitoring, and co-ordinating all Client Services mailboxes and tasks to ensure emails are processed within SLA.
* To undertake team quality assessments to ensure all correspondence addresses the recipient’s requirements and adds value for clients.
* Ensure specialist roles within the team are supported and meet SLA’s.
* Preparation of internal reports in a timely and accurate manner, including weekly, monthly, quarterly, and annual reports.
* Managing online reputation reviews and responding within agreed SLAs.
* Review current processes and promote new ideas.
* To show flexibility with hours worked as there may be occasions when having to address staff or client issues outside of core hours, deliver or complete training or attend team meetings to capture all team members.

Essential Skills and Competencies

* Excellent attention to detail and real passion for problem solving.
* Excellent standard of communication written and verbally with Microsoft Office software experience including Excel, Word and PowerPoint.
* 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, keeping the client updated throughout, going above and beyond to resolve quickly and efficiently, within SLA.
* Willingness to assist and support others as required, working as a team both with and across departments.
* A dynamic and flexible approach, as well as the ability to work well under pressure.
* Thrive on working in a fast paced, target focussed high energy and high reward culture

Desirable Skills And Competencies

* Experience in a professional services organisation and working to set KPIs.
* Experience with CRM systems i.e. Salesforce
* Commerciality with ability to apply knowledge in a practical, commercial manner.

Why Join Our Team?

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through on the job training and development, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you will soon discover that there are unlimited opportunities for you at health assured.

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