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The Client Care Co-ordinator role is intended to enhance our Client Care department that handles client feedback. Reporting into the Head of Client Care. The role will include co-ordination and resolution of any Client complaints received, in conjunction with department heads.

You will be client focused with a passion for excellent customer service. You should be able to demonstrate a strong work ethic, reliable and have a proactive attitude. You must be self-motivated, enthusiastic about problem solving and strive to deliver excellent service both working independently or as part of a team. The successful candidate needs to be highly organised and computer literate, this should include have a basic understanding of Microsoft packages and the ability to learn new systems.

We are looking for an excellent effective communicator and listener, an individual that is willing and able to build rapport on telephone calls, video calls and emails and has a keen eye for detail that can fuse excellent working relations with colleagues to support them in their technical roles and gaining information. Candidates must also be able to deliver feedback clearly and proactively.

It is essential that the candidate has the ability to manage a demanding workload with varying deadlines, using initiative, collaborating, being able to prioritise tasks and can adapt to change. The role will form part of a fast paced, regulated environment.

This role will involve but is not limited to:

Handling external complaints (including third parties) including liaising and coordinating with colleagues within time constraints

Updating and maintaining central diary system and record keeping processes

Liaising with Head of Department with insights

Assisting with Monitor online and reviews and social media contact assisting with logging and interacting

Where required receive and handle all types of calls based on feedback for the business creating a welcoming professional impression providing excellent customer service on every call.

Acting as a support function for receiving queries, both in the form of calls and emails as well as when required assisting with troubleshooting.

Using case management and other systems tools to assist with calls and queries.

General admin duties as and when required.

Working closely with colleagues to help to deliver a seamless client journey.

Essential Attributes

Minimum of 1 year in customer service role

Experience in Microsoft packages e.g. Word, Excel, Outlook

Good time keeping

Strong communication skills both verbal and oral internally and externally

Ability to multitask, prioritise and meet deadlines, including diary management

Ability to use initiative and be a team player

Flexibility

Positive can do attitude

Committed and understanding of core values

Understanding of confidentiality and discretion

Creating an exceptional first impression often representing a front line support for the business

Ability to challenge colleagues and feedback information as appropriate

Desirable Attributes

Experience of Microsoft Teams/Zoom

Understanding of Regulated Complaints

Legal Service experience

Knowledge of online reviews

Company Core Values

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