Responsibilities

• Improving the overall customer relationship, delivering reliable administrative support and customer service
• Responsible for understanding, monitoring and implementing the contractual terms and service level agreement.
• Acknowledging customers promptly and treating them in a courteous manner
• Maintaining a working knowledge of each client and their business
• Producing documentation after any client meetings, summarising any additional actions required, including follow-up calls
• Communicate and represent client goals, requirements, and interests internally with production and development teams
• Work closely with account managers to help drive the strategic success of clients
• Maintain control systems to ensure accurate representation of client health
• Manage each customer’s backlog, accurately set expectations and deliver to timelines
• Lead client account review meetings and ensure preparation for the meetings has been completed before the meeting

Qualifications

• Excellent interpersonal skills, able to communicate with a wide range of people
• Strong customer service ethic
• Work well in a team setting
• Reliable and ethical, respecting customers’ confidentiality
• Strong decision-making skills and the ability to take the lead
• Ability to manage risk
• Proactive, highly self-motivated, and organised
• Flexibility as there may be travel involved
• Comfortable approaching people
• Good numeracy skills
• Ability to understand complex technical concepts and explain these in simple terms
• One to two years’ experience in a customer-facing, or similar, role.
• We would also be interested in hearing from individuals with relevant University degrees who would like to start getting first-hand experience in a customer/operational role.