Client Liaison And Support Administrator

Position: Client Liaison and Support Officer

Location: Bolton

Salary: From £21,000

Contract: Full time, permanent

Hours: Monday to Friday 9am till 5pm

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 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)