Client Experience Specialist

Job Description

Job Title: Client Experience Specialist
Location: Worcester 
Salary: £32,000 - £34,000

About Us:

Our client is an experienced Procurement and consultancy specialist helping over 1000 customers daily and operated by people in the industry for over 25 years. Providing solutions to help our clients operate their day-to-day business better, we craft ethical, diligent and sustainable solutions for our customers, so they can focus on what they do best. Good purchasing takes time, but we get fast results.

The Role: The role of the Client Experience Specialist will be to proactively work with our clients, establishing yourself as key contact, ensuring clarity on the services and provisions available from AVE whilst continuously seeking feedback on a regular basis to ensure deliverables are understood and qualified through measurement, reporting and customer satisfaction. This will be based in our Worcester Head Office, 37.5 hours per week, 52 weeks per year with a highly competitive salary.

Main Responsibilities:

  • Advocate for Clients: Address client concerns, risks, and challenges related to SLA adherence or consultancy services by leveraging internal relationships and communication channels to resolve issues effectively.
  • Consultancy Collaboration: Work with team leads to develop consultancy quotations and understand service scope beyond agreed SLAs. Present proposals to clients for approval.
  • Client Escalations: Act as the primary contact for key client escalations, maintaining regular communication, managing expectations, and coordinating with departmental leads as necessary. Follow the escalation process to advocate for client concerns.
  • Support for Client Escalations: Provide timely and effective support, ensuring client satisfaction and issue resolution through proactive communication and expectation management.
  • Comprehensive Client Reviews: Conduct detailed client reviews, considering all aspects of their experience. Produce reports showcasing delivered value, highlighting improvement areas, and ensuring client satisfaction and retention.
  • Arrange Support for Improvements: Proactively arrange support to address identified areas for improvement, ensuring continuous enhancement of client services.
  • Performance Surveys and Reporting: Conduct performance surveys to gather feedback from key clients. Compile monthly reports with performance metrics aligned with SLAs, emphasizing added value and ongoing projects/initiatives.
  • Monitor Ticketing System: Regularly monitor the ticketing system to promptly address client issues and inquiries, ensuring timely resolution and client satisfaction.
  • Client Requirement Understanding: Support clients in understanding their requirements. Collaborate with departmental leads to coordinate client projects and initiatives, fostering departmental collaboration and comprehensive client engagement.
  • Proactive Client Engagement: Demonstrate proactive engagement with clients, fostering open communication channels to ensure client satisfaction and strong relationships.

The Ideal Candidate:

As a Client Experience Specialist, you will need to develop a thorough understanding of AVE's service provision and capabilities to translate deliverable benefits to our clients. By creating strong, client relationships and supporting project activities, you will be able to understand the expectations and present considered solutions for success. We are looking for a passionate customer service professional who is deeply committed to understanding client needs and delivering exceptional service through comprehensive knowledge of AVE’s business processes. You will have a proven track record in managing and delivering high-quality SLA services, and chargeable services, ensuring client satisfaction. A self-starter with excellent organisational skills, adept at managing multiple priorities and performing under pressure.Skilled in handling escalations effectively and maintaining strong relationships through clear and persuasive communication. Adaptable and tech-savvy, with a problem-solving mindset and a proactive, can-do attitude.

Pineapple Recruitment are recruiting for this role on behalf of our client and are acting as Recruitment Agency.

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  • Salary Icon Salary £32000 - £34000
  • Reference Icon Job Reference REF1348
  • Calendar Icon Posted on Posted on 05 July 2024
  • Category Icon Category Office
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