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Client Support Associate

Client Support Associate

  • Location

    Birmingham, West Midlands

  • Sector:

    Office Support

  • Job type:

    Permanent

  • Salary:

    £35000.00 - £40000.00 per annum + Fantastic Benefits Package

  • Contact:

    Jane Spearman

  • Contact email:

    janespearman@workwithglee.com

  • Job ref:

    BBBH25914_1635501026

  • Published:

    about 1 month ago

  • Expiry date:

    2021-11-16

  • Consultant:

    #

Do you want to pursue and cultivate a rewarding career with a forward-thinking organisation?

Gleeson Recruitment Group are working with global FinTech Business in Birmingham who are seeking a Client Support Associate to join their expanding team. You will be a part of a successful team focused on delivering exceptional customer service and providing administrative support to the Client Support Team, monitoring multiple service mailboxes, efficiently action each email received, extracting numerical data and creating reports.

The role requires the Client Support Associate, to lead, empower and develop individuals to fulfil their potential and deliver world class customer service.

Key Responsibilities

  • Ensure that the team deliver on key Service Level Agreements & KPIs through effective leadership within the Investor Insight operation.
  • Daily monitoring of the organization's Client Support inboxes, executing the appropriate actions for each email received in accordance with the agreed procedures and defined Service Level terms for each Client.
  • Drive performance management across your team, constantly raising the bar in terms of delivering an exceptional customer experience.
  • Create a culture of right first time to make sure that both internal and external customer journeys are not impacted on
  • Identify, initiate, and deliver continual improvement opportunities with particular focus on your frontline team
  • Accurate tracking of the receipt and execution of all requests into the Client Support inboxes.
  • Creating and maintaining Client/Investor contacts in FIA and Helios, including the definition and maintenance of user access rights.
  • Co-ordinating the completion of Client/Investor requests received into the Client Support inboxes.
  • Accurate setting of attributes on all documents for upload to the Document Management System.
  • Accurate tracking of the receipt of all quarterly report information.
  • Maintaining Fund Manager contact detail.
  • Liaise closely with other internal departments.
  • Ensure the quality and integrity of the data on the system is maintained.
  • Report creation and extraction of data.

Skills & Experience

  • Proven success of operating in a leadership position in complex and fast paced environments, is essential.
  • A highly effective leader with strong communication skills, with the ability to galvanise, motivate, engage with a team to deliver optimum performance.
  • Exceptionally people and customer orientated with a passion for delivering consistently good customer outcomes.
  • Identifying how to approach work; prioritising and planning work in an organised manner, monitoring and measuring progress
  • Ability to work accurately under pressure and meet client deadlines.
  • Confident with managing stakeholders, internal and external, to a senior level. Influencing change and engagement, and well versed in reporting and presenting.

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