Job Description

  • Job Reference:P965554LS_1658410477

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lara Salmons

  • Job Location: Dublin (City, ROI)

  • Job Title: Senior Client Account Manager

  • Job Salary: €30000 - €32000 Per Annum

Posted On: 21st July 2022

Portfolio are proud to be exclusively representing our award-winning, multinational HR & Employment Law services client in their search for a Senior Customer Service Advisor to add to their busy Client Experience team! The leading UK’s Employment Law and Health & Safety Specialists, who provide a service to 28,000 Client’s daily business operations are on the hunt.

This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of customer service issues across a wide variety of sectors. The office is fast-paced and busy, through training and development, they make sure that everyone who joins has the resources they need to build their careers.

Job Overview

The role requires you to support the Client Experience and Engagement Manager in leading the team of Account Managers; and to excel in enthusiasm and provide great client service as part of our clients’ account management team.

They would like someone who is driven, hardworking and has a strong background in complaint handling who could hit the ground running adding huge value to the 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.

Day-to-Day Responsibilities

* Take ownership of all client service issues, identifying the root cause and offering a suitable resolution to any concerns raised.
* Ensure all client queries, service issues and requests to cancel are thoroughly investigated and resolved in line with SLA through discussion with the client and appropriate internal stakeholders whilst focusing on client resolution and retention.
* Identify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usage.
* Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice.
* Understand all client databases and systems to adequately investigate and respond to the client.
* Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.
* Liaise with clients via written correspondence, telephone, and video calls.
* Carry out onboarding calls with new clients, confirming agreement details, ensuring their registration to software platforms and scheduling consultations with relevant service areas to ensure a smooth onboarding.
* Ensure all onboarding processes and procedures are adhered to.

What you Bring to the Team

* Demonstrative customer service skills with a particular focus on rapport building and relationship management.
* Excellent verbal and written communication skills, with the ability to explain processes in a clear, concise and professional manner.
* Strong administration skills with the ability to maintain high attention to detail and produce accurate written correspondence.
* Ability to prioritise effectively, have high attention to detail and impeccable time management skills.
* Demonstrated ability to multi-task and work within tight and changeable timeframes while still maintaining excellent customer service.
* Ability to build and cultivate good working relationships with internal departments across various jurisdictions.
* Working knowledge of Microsoft Office Suite.

Employee Benefits:

* Profit Share Scheme
* Offices Based in the heart of Manchester
* 25 Holidays + Bank Holidays (Increases with service)
* Day off on your Birthday
* PerkBox Discounts
* Christmas Bonus after 3 years
* Social Events Throughout Year
* Contributory Pension Scheme
* Private Health Insurance after 5 years



Personal Details


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