Client Care Representative

at  OASIS Group

KEY PERFORMANCE INDICATORS

• Client service level agreements – ensuring we consistently deliver.
• Client retention.
• Client satisfaction as measured in the annual client survey.
• Call performance and case management service levels.

ACCOUNTABILITIES

• Consistently meet required key performance indicators.
• Where KPI’s are not met, identify and implement performance improvement plans.
• Actively monitor risks and to foresee/identify potential problems and proactively identify solutions to address them in advance.

CANDIDATE REQUIREMENTS

• Experience of servicing written and oral client requests.
• Can coon asmmunicate fluently in English.
• Experience of providing excellent client service.
• A strong attention to detail.
• Flexible and ability to operate to tight deadlines.
• A proactive mindset and professional manner.
• Good organisational and time management skills.
• Creative and enquiring mind to challenge and resolve problems.
• Demonstrate the ability to take ownership.
• Excellent all-round computer and software skills.

THE ROLE

In this role you will be primarily responsible for servicing client requests as a ‘first point of contact’ for clients into the group. This role will process client orders, update information in systems, respond to routine enquiries and ensure that service levels and quality standards are met. In this role you will work closely across all functions, to ensure effective collaboration on achieving our business objectives.

RESPONSIBILITIES

• To answer telephone calls, taking ownership and servicing client requests in a friendly and professional manner.
• To process client orders, keying system transactions accurately and within the contracted service levels.
• To take ownership of more complex client requests, managing the client’s expectations, liaising with specialist departments, obtaining input to respond fully to the client within the agreed service levels.
• To follow all group policies and standard operating procedures.
• To live the OASIS values, in particular, client obsession - ensuring effective communication and responsiveness to client requests..
• Using strong written and oral communication skills ensure that every contact is managed to a high standard creating a great experience for clients.
• To update all systems with clear and accurate information, being proactive to establish missing or out of date client contact data.
• Produce and issue routine system reports and service routine reporting enquiries accurately.
• To take ownership of complaints, managing client expectations, following up proactively to ensure quick and effective resolution.
• To identify risks/issues which create a barrier to great client care and highlight these to your manager.
• To make outbound calls to clients with updates on enquiries or to communicate proactive information.
• To communicate with clients about their invoices requesting outstanding payments as required.
• To demonstrate a teamwork ethic, working with and sharing knowledge and experience with colleagues.
• To continuously support all training and personal development to ensure that you maintain the highest standard of client care.
• Comply with all company policies and all relevant data protection legislation to ensure:
  o Our clients and team members’ sensitive and personal information is protected and processed in accordance with the law.

o Our team members’ and clients’ rights under the legislation are fully protected.

• Adhere to all company policies and complete all mandatory training modules.
• Report any potential or actual security, environmental or health and safety incidents to your line manager and or the OASIS Compliance team as so you become aware of them.