About the Role
Requirements
General Description:
This role entails the management of clients in a fast paced and growing department. The Client Service Executive is responsible for the overall management of our clients. The candidate needs to be extremely proactive in order to maintain and deliver on all aspects of the role and have excellent communications skills in order to service internal and external clients. The Department co-ordinates between other business areas such as Sales, Payroll and Compliance on a daily basis in order to fulfil its objectives. All the clients are communicated with via telephone and/or e-mail.
Job Purpose:
To pro-actively contact the allocated contractor base to ensure their expectations are being met and to assist with keeping the established contractor base on-board. The role may include assisting with on-boarding clients smoothly and efficiently together with maintaining an excellent working relationship with them in order to deliver first class customer service through excellent relationship management.
Key Responsibilities:
Assisting with on boarding of new clients
Dealing with all queries and requests raised by the client in relation to any aspect of their employment. (Timesheets, Invoices, Payments, Pay slips, mortgage/employment requests, VISA correspondence, Holiday requests etc.)
Liaising with agencies on all aspects of client contracts, renewals and payments.
Pro-actively monitoring client assignment contracts.
Support and communicate effectively with the sales team to ensure they are aware of any client issues.
Support the payroll team to ensure all payment related matters are communicated and resolved efficiently and in a timely manner.
Managing the client termination process.
General administration duties such as data entry, scanning and filing.
Skills & Experience:
Previous experience within Customer Services Role essential
Experience within the contractor payroll industry highly desirable but not essential
Excellent communication skills
Highly organised
Personal Characteristics:
Calm under pressure
Comfortable with change
Willingness to take ownership, solve problems, initiate activity and push to get things done
Process-oriented and able to prioritise
Excellent communicator
Friendly, enthusiastic and a good team
Excellent IT skills – Word, Excel, internet
Key Competencies:
Quality focus: Makes sure that work is undertaken with a high degree of accuracy and is of high standard to ensure the service provided is appropriate to the needs of both the customer and the business.
Supports Change: Supports change by responding to change requirements positively and by continually trying to improve processes in order to achieve the department and business objectives.
Communication: Communicates (written and spoken) effectively to people at all levels (when required) to ensure shared understanding.
Resilience: Shows confidence by remaining calm in difficult situations (such as time pressures or job ambiguity); handles stress in a manner that is acceptable to others and to the business.
About the Company