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Job Description

  • Job Reference:P969268LFR_1669047979

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lucy Fulton

  • Job Location: Greater-manchester

  • Job Title: Customer Service Account Manager

  • Job Salary: £19500 - £21000 Per Annum

Job Start Date: TBC

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 can understand the client’s needs, provide solutions and be able to evaluate and adapt new strategies to reflect business trends.

Exceptional service delivery is paramount throughout the client journey and both business support and client services team are key in delivering proactive interaction from initial client contact and fulfilment to the demonstration of return on investment and contract renewal.

Job Overview

On a monthly basis the Customer Service Administrators are responsible for, issuing an average of just over 1,100 electronic fulfilment packs, including renewal and new business, providing support for an average of 900 MHA app queries, processing more than 170 literature requests, complaint coordination and the management of the client services & feedback mailbox.

Customer Service Administrator Responsibilities:

New business and renewal administration, key area of focus:

* The Client Services mailbox is constantly monitored, and all emails are processed within 24 hours
* Process of new business and renewal fulfilment daily
* Collation and issue welcome email and electronic welcome packs
* Co-ordinating hard copy fulfilment for new business and renewals
* Conducting welcome calls to all of Health Assured’s new clients at inception and existing clients at renewal where required
* Providing support to the field based RM’s for client’s queries
* Managing relationship with post-room and completing stock checks of hard copy literature
* 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
* Complaint logging and support with distribution, investigation and one call resolution focus to support our drive-in excellent service

Management information:

* Ensure Salesforce CRM is accurate with current client and intermediary details
* Production of client top level data requests in a timely and accurate manner
* Preparation of CS daily, weekly, and monthly internal reports in a timely and accurate manner

Other duties include:

* Answering the phone and directing calls appropriately
* Carry out any other task as deemed necessary by the management team
* Collation of a weekly update report to management

Essential Skills and Competencies

* Microsoft Office software experience including Excel, Word, and PowerPoint
* Customer service focused: committed to providing exceptional service across all channels – written, phone and face to face
* Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally
* Teamwork: willingness to assist and support others as required and get on with team members

Desirable Skills and Competencies

* Experience in a professional services organization
* Will have a proven track record of working to key performance indicators (KPIs)
* Energy, commitment, and drive: dedication to the role, willingness to show flexibility when required, enthusiasm for the role and company development
* Relationship-orientation: possess excellent interpersonal skills and be able to build rapport and trust with others to forge meaningful business relationships
* Time management/organization: accomplish objectives effectively within time frame given, carry out administrative duties within portfolio in an efficient and timely manner
* Commerciality: ability to apply knowledge in a practical, commercial manner
* Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience

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 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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