Client Relationship Advisor

Optima Recruitment
18 Mar 2017
17 Apr 2017
Contract Type
Full Time

Client Relationship Advisor

Job Description:

  • Ensuring all customer SLA’s for pre-application activities are met and customers’ expectations are managed timely and effectively
  • Ensuring proposition and product knowledge remains appropriate
  • Ensure the customer maintains a strong level of understanding of our services
  • Ensuring customer scripts are followed even when customers suggest the detail is not required
  • Recognising when customers are vulnerable or do not understand detail and therefore require additional explanation or repetition
  • Seeking feedback from customers who chose to not complete their journey and ensuring this is documented accurately so that the business may establish continuous improvements
  • Taking ownership of specific customer/partner/provider issues or queries to ensure a timely and appropriate resolution
  • Creating, recording and updating promptly all customer data ensuring it remains accurate and compliant

Person Specification:

  • FCA regulated background is essential
  • Experience of telephone based sales, customer support and administration
  • Minimum of 5 GCSEs or equivalent
  • Excellent communication skills - with the ability to communicate information across different media (e.g. telephone, letter, e-mail) and recognise vulnerability
  • Translating complex detail in a clear, concise, simple language.
  • Ability to apply technical knowledge to create practical and effective solutions
  • Keen attention to detail and ability to process quickly and accurately
  • Customer service focused
  • Clear focus on quality, service and results
  • Flexible approach: ability to work as part of a team in a fast moving environment

Additional Information:

  • Based Reigate
  • £22,000 plus £2,000 shift allowance and 7.5% bonus
  • Monday - Friday. 3 Weeks shifts, 9am-5pm for 2 weeks and 1 week 12pm - 8pm
  • 25 days holiday plus bank holidays
  • Pension scheme
  • Life assurance and private medical

Please note; Due to the large number of applications that we receive, if you have not had a response within 7 days, please assume that you have been unsuccessful on this occasion.

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Optima Recruitment acts as both an 'Employment Agency’ & 'Employment Business’ providing recruitment services throughout Surrey.