Client Support Assistant

Here at TM Group, we are looking for a Client Support Assistant to join our Client Services team. The role is working full-time Monday to Friday, based in our Swindon office.

Overview

Your main duties as a Client Support Assistant (tm) will be to ensure that all new clients go through an efficient, streamlined, and consistent process when being registered as a TMG client or being set up for tmconnect by managing the onboarding process, co-ordinating activity between the sales team, CS, Finance and IT. You will be responsible for the accuracy and completeness of all paperwork and other inputs (New Client Form pricing, log-in details etc.) and ensure that the clients registration and account set up information has been entered onto all relevant TMG systems.

Key responsibilities

• Taking ownership of document processes, understanding platform set up, configuration and how each panel operates on the system
• Being a central point for all new client information for panel set up, onboarding new panel firms and supporting individual users if required.
• Manage the configuration of pricing schemes, document pack set up and work with IT to ensure activation is completed within the agreed timescales.
• Assisting Regional Sales Managers/Account Managers in the preparation of relevant paperwork and pricing details when registering clients.
• Ensuring that all details from the above are entered onto the TMG systems correctly.
• Communication of new clients to all operations and customer service staff.
• Making sure that all log-on details are communicated to client/Sales Manager as requested.
• Making contact with client as requested to make sure that their initial experiences of TMG exceed their expectations (phone/email).
• Support team members and Client Services on tmconnect systems, process and client panels.
• Assist colleagues in the Sales Support team with registrations, setting up packs and central pricing as required.
• Acting as point of escalation for new Panel firms for their first 3 months and providing new user training on the system.
• Resolving TMConnect email and telephone queries relating to the system or search orders.
• Prioritise your own workload and assist your team and other colleagues when required.
• Develop your own company and product knowledge and participate in relevant training.
• Deal with all telephone calls in a professional and efficient manner; making sure clients are given your full attention at all times.
• Ensure that query/complaint handling is dealt with competently.
• Establish, develop, and maintain a good rapport with clients, your team, our agents, and suppliers.
• To attend and contribute to department /team meetings.
• Ensure complaints are documented, handled and escalated in accordance with current Client. Services procedures and Non-Conformance procedures.
• Ensure you operate in accordance with company policies and procedures.
• Maintain a safe working environment.
• Operate within with the Client Service Performance standards at all times.
• Other duties as reasonably required.

Performance Criteria

The Client Support Assistant will be successfully filling the requirements of the position when:

• All customer registrations and user configurations are completed with agreed timeframes.
• All your allocated client s inbound communication is handled within tmgroup SLA s or better and to a high professional standard.
• All issues are resolved, communicated internally and externally in accordance with current Client Services SLA s and procedures.
• The client continues to be highly satisfied and regularly transacting with tmgroup maintaining CSAT scores at the level set by Senior Management.
• Escalate any service or system issues accordingly
• Other duties as requested and assigned are completed successfully.

Role holder requirements

The Client Support Assistant will have proven experience in case handling or client management in a conveyancing environment or equivalent outside experience. A minimum of 1 years service within tmgroup (or outside equivalent) and is passionate about client service.

• Understanding of the value of customer service to an organisation.
• Excellent written, verbal and listening skills.
• Ability to handle and manage multiple clients effectively and within tight deadlines.
• Knowledge of property searches and TMG systems and procedures.
• Good understanding of levels of service required by TMG s customers.
• Accuracy, attention detail, methodical, investigative thinking.
• Ability to question processes and procedures in a constructive, analytical way.
• Good computer skills: MS Word, MS Excel, email etc.
• Have a presence within the department and wider company.
• Good understanding of communication, website based and bespoke tmgroup platforms.

What we can offer you

• 25 days holiday which increases with length of service.
• Pension scheme
• Company Bonus Scheme
• Cycle to Work scheme.
• Employee Assistance Programme
• Staff social events
• Rewards and discounts

If you have the skills we are looking for, click apply to be considered as our Client Support Assistant we d love to hear from you!