Client Services Administrator

at  Liaison Group

ABOUT LIAISON GROUP

We are a well-established and trusted health economy partner, saving millions for reinvestment in health and social care through our Workforce, Financial and Care businesses.
We are dedicated to improving the health economy through expert advisors, established technology, and best practice process improvement. Our work has also been recognised with numerous HR and Finance industry awards.
All our employees work from the comfort of their own home. We now have over 330 employees based across the length and breadth of the UK, enjoying the flexibility of working remotely.
We are proud to say that we are currently the:
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32nd Best Large Company To Work For in the UK

• 15th Best West Midlands Company To Work For in the UK
• 6th Best Consultancy To Work For in the UK

We are a 3-star (out of 3) rated company by Best Companies, recognising Liaison Group as an ‘World-class Company to Work For’.
The passion and authenticity of our people are core to developing lasting partner relationships that deliver on expectations and achieve success.

JOB SUMMARY

The role, which will be co-located with our clients across the Midlands providing administrative support to deliver exceptional customer service.
Working closely with colleagues in Client Services and the Service Centre to ensure accurate, timely and consistent service provision. Supporting the clients in the pre and post implementation of our Workforce Solutions and to assist them to maximize savings and efficiencies.

EXPERIENCE

Essential:

• Analytical and logical in approach with high attention to detail
• Experience in a customer service role
• Experience in data entry
• Confident in the use of Microsoft Office, particularly Excel
• Experience in using a variety of different workforce systems
• Professional manner and able to communicate effectively and all levels.

Desirable:

• Knowledge and experience of process mapping
• Experience with regular process change

SKILLS, COMPETENCIES & QUALIFICATIONS

Essential:

• Excellent attention to detail, accuracy, and quality
• Excellent communicator both written and verbal
• Excellent customer service skills
• Results orientated
• Relationship building
• Time management, prioritisation, and ability to multi-task
• Ability to maintain a professional, calm and mature manner
• Minimum five GCSEs/O’ level equivalent (grade C or above) including Maths and English
• Able to work on own initiative and be self-motivated.

Desirable:

• Good analytical skills
• Persuasiveness and influencing skills
• Relevant customer service qualification

• Work as part of a regional Client Services team providing onsite support for our workforce solutions for allocated client.
• Identify, report and review risks and issues that could impact client processes
• Escalate issues where appropriate, identifying solutions and feeding back new processes to interested parties
• Take a proactive approach to the use of our solutions
• Form part of the client booking team to ensure the processes are used to their full potential
• Provide training to NHS staff and agencies on a day-to-day basis
• Provide process administration support including inputting booking and timesheet data into Liaison system
• Ensure clients are aware of their responsibilities in the appropriate application of Liaison services, practices, and procedures
• Ensure internal and external key performance indicators (KPIs) and service level agreements (SLAs) are met
• Prioritise a high workload, ensuring additional tasks are completed accurately and on time.
• Ensure data security obligations concerning clients and the company are adhered to.
• Provide guidance and coaching on the use of Liaison Workforce systems and their settings/maintenance to service users and colleagues
• Assist NHS Workers with queries regarding their booking/payment