OVERVIEW

The Client Relations Executive will be responsible for answering initial queries, either via the telephone or through webchat, with the need to quickly qualify and pass the client onto the appropriate sales team member where appropriate. In addition to this, the successful candidate will also need to contact incoming leads, swiftly calling customers to confirm enquiry information and then passing the lead to an Account Manager.
Due to the nature of the position, we are looking for someone who has an excellent professional and engaging telephone manner. Confidence in dealing with a range of new clients is essential to be a success. Often acting as the first point of call within Portman, and with the role being fast-paced and responsive to inbound enquires, the Client Relations Executive role is key in managing and maintaining an excellent client experience.
As the successful candidate grows in the role, there will be opportunity – if the candidate wishes - to support the Regulated Sales Service Team on regulated finance transactions. In time, the successful candidate may have the opportunity to transition into the Regulated Sales Service Team, where responsibilities would include dealing with finance enquiries from regulated business customers, assessing their finance options, drafting straightforward credit applications to lenders, organising the signing of finance paperwork and ultimately paying out regulated finance deals. All of this would be part of a wider professional development plan, and only if the successful candidate showed an interest in developing into this team, which is well supported with training and compliance support.

SKILLS AND EXPERIENCE REQUIRED

• Previous Sales or Professional Services Secretarial, Customer Service or Account Management experience is advantageous but not essential;
• Ability to communicate clearly in-person, over email, and on the telephone;
• Ability to quickly and confidently screen and progress calls and webchat enquiries through to appropriate Sales Team members;
• Ability to type and talk simultaneously;
• Positive and engaging telephone manner; and
• Strong Microsoft Office skills with experience of using a webchat, or similar, function.

• Answer incoming calls and webchat messages, screening and directing to the Sales Team where appropriate;
• Contact inbound leads, qualifying the opportunity and progressing along the right channels;
• Ensure our CRM is kept up-to-date with client leads and summaries;
• Support the Client Relations Team Manager and Director of Compliance and Operations with ad-hoc duties as and when required;
• Assist with obtaining Trustpilot and Google reviews from customers;
• Assist, with development and training, with complaints handling and complaints resolution matters;
• Provide support to the Director of Compliance and Operations on straightforward compliance matters following appropriate training; and
• Any other appropriate job duties in line with the associated skill and experience of the post holder.