Client Liaison And Support Administrator

Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills.
Position: Client Liaison and Support Officer
Location: Bolton
Salary: From £21,000
Contract: Full time, permanent
The Company support and help clients recover money that is owed to them compassionately and compliantly.
We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed.
As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC, DVLA and the Environment Agency.
Introduction
Client Liaison and Support Officers provide a vital role for the Company in supporting Client Managers in ensuring the delivery of a first-rate service to our clients. The Client Liaison and Support Officer will provide day to day support to our clients through telephone and email contact and undertake various administrative duties to support our clients’ needs and requests. Based in Bolton the role demands exceptional communication skills and attention to detail ensuring that our client’s instructions and expectations are met and carried out in an accurate and efficient manner.
What’s in it for you?
 Gym membership contribution: we will give you up to £20 per month towards
your gym membership
 Company pension
 24/7 employee assistance programme
 Company sick pay
 Referral programme
 Discounts and savings available on our bespoke staff rewards platform
 Casual dress
 Free onsite parking (excluding City of London)
 Loans for travel
 Cycle to work scheme
 25 days holiday, rising to 28
 Regular subsidised social events
 Voluntary service opportunities to a charity of your choice – up to two days per
year
 Long service awards
 Enhanced family leave
 Hybrid working
 Working hours that are flexible
 Extra holiday days available to buy, up to five days per year
 Death in Service Benefit
 As if that wasn’t enough, we even provide you with unlimited refreshments,
regular mouth-watering treats and healthy snacks each week
Responsibilities
 Provide telephone, email and web-access support to our clients ensuring client
requests are recorded and cases updated accordingly or escalated and
monitored for timely resolution
 Review and distribute weekly and monthly performance reports to clients
 Compile and distribute weekly and monthly remit reports to clients.
 Facilitate the production of ad-hoc client reports, special requests, and
statistical information
 Monitor the timely dispatch of client remittances
 Ensure invoice and remittance queries are responded to correctly and without
delay
 Support the Client Managers in the provision of information and reports
required for performance review meetings and the subsequent action of any
minuted requests/queries
 Ensure refund requests and complaints via the client are processed within the
agreed timescales.
 Manage client concerns and compliments and escalate these to the relevant
Client Managers
 Maintain excellent communication lines across departments to ensure client
specifications and contract conditions are understood and adhered to
 Work and contribute towards the development of an effective and productive t
team structure and share best practice with colleagues
Personal qualities, experience and skills
 A minimum of 1-year customer service or client relationship management
experience is essential with a passion for excellent customer service
 Excellent oral and written communication skills. Excellent telephone and
people skills with a friendly and outgoing nature
 Self-motivated with great time and priority management – understands
importance of deadlines
 Excellent numeracy and IT skills (particularly Excel, Word)
 Excellent attention to detail
 Good knowledge of the client debt process, different debt types, enforcement
law and company enforcement process (training provided)