Client Services Executive

Full time | 9am–5pm ( remote with one day in the office )
Reporting to: Head of Client Services

We’re looking for an organised, proactive and detail-focused Client Services Executive to join our team and support the Client Services Account Manager with the provision of excellent customer service to our clients and field teams.

Key accountabilities

· Provide a supporting role in managing the day to day working relationships with the Clients, liaising with them on progress reports, requirements, taking detailed meeting notes and developments on their campaigns

· Handle general complaints and queries from all sources from receipt to resolution, including working with internal teams and clients to help with any investigations or data needed to provide a smooth and swift resolution

· Support Account Managers with timely delivery of all administrative tasks including reporting and campaign updates

· Be aware of industry compliance and guidelines, supporting in all Compliance led tasks and initiatives including monitoring, reporting and analysis of Mystery Shop programs

· Prepare detailed data analysis and commentary on client specific reports

· Assist in developing and updating the content of client campaigns and materials needed including distribution to Fundraisers and internal teams

· Managing internal documentation, how to guides and campaign reviews

· Working with field teams to resolve ad hoc queries

· Responsibility for monitoring and managing department phone line and email inboxes

· Working with both internal departments and clients to manage operational queries and approvals for both private sites and door to door channels

Requirements

Required experience

· Liaising with customers/clients - either internal and external

· Familiar with handling data and preparing reports

· Strong telephone manner

· Attention to detail

· Strong administration skills

For operational reasons, the Company reserves the right to transfer you to alternative duties. For this reason, it is a condition of employment that you are willing to do so, if requested, from time to time.