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CLIENT SERVICES EXECUTIVE

Cardiff

Job Reference ST6380
Location Cardiff
Salary / Hourly Rate Competitive Salary depending on experience
Sector Other
Job Type Permanent
Details Full Time
Date Posted 5 Dec 2018

Job Description

Client Services Executive
Cardiff, free parking available
Competitive Salary depending on experience
Monday – Friday 9am-5pm
Annual leave is 23 days plus bank holidays
Incentive scheme – opportunity to earn up to a further 2 months’ salary
There is a pension scheme in place which is 3% and 3% contributions after 3 months service
There is a life assurance scheme in place which is one times salary
Onsite parking free of charge
Shuttle bus to and from Cardiff Central train station free of charge
Onsite gym free of charge

Our client are situated within the pharmaceutical / legal sector, providing a niche service to business customers on a nationwide scale.

Due to continuous growth, they have a requirement for a strong Client Services Executive to join the team. This is a newly created role with an emphasis on Customer Services and Complaint Resolution in a business to business capacity. Customers of the organisation include Police and Government Authorities, Solicitors and the Courts. Candidates should therefore have strong experience of composing written correspondence within a formal capacity. Attention to detail is absolutely paramount.

Objective:
• To ensure that the organisation understands and satisfies the client’s requirements.
• To obtain, monitor and evaluate client feedback.
• Address and resolve Client queries and complaints
• Implement the requirements of the company Quality Management System and help maintain ISO17025:2005 accreditation.

Role & Responsibilities:
• Obtain, monitor and evaluate client feedback.
• Identify ways to enhance the client experience through operational and process improvements.
• Ensure all client queries are sufficiently and timely answered and deal with client complaints.
• Ensure client queries and responses are recorded in CRM.
• Assist in the development of the company’s CRM system.
• Develop a strong understanding of the company’s services.
• Provide technical support to the sales and marketing teams, where appropriate.
• Deliver regular reports to highlight data and client insights that aim to continuously improve the overall client experience.
• Actively work towards improving quality and client service at all times.
• Ensure Administration SOPs are maintained and reflect current practice and are in accordance with the requirements of ISO 17025.
• Ensure that all non-conformities are addressed effectively and in a timely manner, and that adequate records and corrective and preventative measures are maintained. This must be undertaken in accordance with the company’s SOPs and the requirements of ISO 17025.
• Respect the confidentiality of the information obtained in the course of analysing samples within the lab, and refrain from disclosing such information without written consent, except where disclosure is required by law or by a court order

Skills, Experience and Qualifications:

Essential
• Bachelor degree in a business related discipline
• Client service experience to include obtaining and monitoring feedback and dealing with complaints
• Ability to problem solve quickly and decisively
• Excellent communication skills – verbal and written
• Emotional intelligence

Desirable
• Experience of working in a technical support environment
• Familiar with Customer Relationship Management (CRM) systems

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St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller.
As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract. In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services.
St David Recruitment Services will only share personal data with clients who have authorised us to source prospective candidates for permanent or temporary employment. Specific company names will be disclosed in advance of any data being shared.
As a business, we will retain personal data only for as long as is necessary, on a secure CRM system. The Conduct of Employment Agencies and Employment Businesses Regulations 2003, require us to keep work-seeker records for at least one year from the date of their creation or after the date on which we last provide work-finding services. Where applicable, we must also keep payroll records, holiday pay, sick pay and pensions auto-enrolment records for as long as is legally required by HMRC and associated national minimum wage, social security and tax legislation.
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