Client Experience Administrator

Do you have excellent attention to detail and a passion for problem solving?

Our client is an award-winning Employee Assistance Programme provider. Reporting to the Client Experience Team Leader they are seeking an Administrator with fantastic Customer Service skills to join the team.

If you are a confident and solution focused individual then this role is for you! Read on...

Day to day:

• Complete any requests for welcome calls to all of Health Assured's new clients at inception and existing clients at renewal where required
• The Customer Success and feedback mailbox is constantly monitored, and all emails are processed within Service Level Agreement
• Management of electronic literature and co-ordinate minor marketing amendments with the internal marketing team
• Support with contract queries for group clients with retention as a key focus
• Support with any queries from clients for our portal and app
• Set up of access to the portal and the app for clients and internal stakeholders
• Providing support to the field based Regional Managers for clients' queries
• Provide support with booking contractual client meetings and scheduling of Regional Manager diaries
• Complaint logging and support with distribution, investigation and one call resolution focus to support our drive for excellent service
• Process of fulfilment requests daily
• Co-ordinating on-site wellbeing events merchandise and fulfilment for clients and the relationship management team
• Answer calls, contact complaints to support resolution, respond to emails

You:

• Excellent attention to detail and a real passion for problem solving.
• Excellent standard of communication with experience in various channels.
• Ability to manage your own time and workload confidently.
• Be the first point of contact for resolution with both client and internal stakeholders.
• Be able to challenge and influence at a senior level, confidence is key.
• Have a solution focused approach, pro-active and self motivated attitude towards working to deadlines.
• High level of computer literacy (MS Office, Word, Excel and Powerpoint)
• A dynamic and flexible approach, as well as the ability to work well under pressure.

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