Client Services Administrator

The primary purpose of the role is to deliver an excellent customer service and experience for both the Company and its customers by working in our Client Services team. You will assist the Client Services Team Leader to provide our services to our clients and also assist our agents in the field. The role is located in our Romford office and involves working with a growing team that works across a range of working times to deliver the full range of services we provide.

In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities.

Key Relationships

Internal

• Head of Office Operations
• Client Services Team Leader
• Court & Warrant Team

• Customer Contact Team
• Quality Assurance Team
• Field Agents

External

• Our Clients
• Suppliers / Third Party Contractors

Skills and Experience

• Must be organised and follow protocols to deliver a high and consistence service.
• Must be adaptable, flexible, and react positively to change.
• Good work ethic with the ability to work within defined timescales.
• Be approachable and motivated.
• Be able to work in a team environment and be able to multitask.
• Be able to plan and efficiently manage own workload.
• Be proficient in Microsoft Office, and able to adapt to custom built CRM systems.
• Preferably have experience in an office-based team.
• Preferably have experience in the utility industry.
• Preferably have experience in the debt resolution and collections process.

Key Responsibilities and Duties

• Complete team workloads including but not limited to the following:
  
  • Import and export of client files onto our CRM system, Utility Manager.
  • Produce and send required reports on a daily, weekly, and monthly basis.
  • Review and quality check our field agents results prior to exporting them to our clients.
  • Answer queries from our field agents, clients, and third-party suppliers such as locksmiths, dog handlers and engineers.
  • Keeping field agents informed of relevant information including stops and goes at the Warrant stage.
  • Answer incoming calls from our field agents to record the outcomes of warrant days on our CRM system, Utility Manager.
• Cover team workloads to a sufficient level during staff absence to ensure our clients receive a consistent service.
• Communicate with our clients, field agents, and third-party suppliers directly.

You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.