Customer Service Coordinator

Salary: £26,000 – £26,400 per year

VIP Customer Service Co-Ordinator

Hinckley

Job Purpose

Co-ordinating requirements and supporting documentation to produce a ‘case file’ for the nominated consultant. To plan the delivery timetable and to manage the consultant’s diaries in a dynamic fast-paced setting.

Job Overview

We are looking for a motivated and enthusiastic team member who can combine professional advice and excellent detail-focused co-ordination skills with diary planning and management in which pace, teamwork and flexibility are key. This role is central to smooth and efficient delivery of our written tax consultancy services.

The main responsibility and key value to the business for the Consultancy Coordinator role is to provide full administrative assistance to our Consultancy team, increasing their time available to provide chargeable work. To achieve this, it is imperative to build strong relationships within the team and expand your knowledge of the business and industry as it grows daily.

You must also show a fundamental skill in reducing complaints from clients and managing their expectations.

Job List

• Setting up consultancy cases
• Determining work submitted from the client, arranging the relevant information, and qualifying leads before assigning to the consultant with the correct skill set
• Liaising with the consultancy team and Managers to ensure client deadlines and expectations are met, minimising complaints
• Liaising with customers to manage expectations and support them depending on the deadlines with their clients.
• Support the incoming advice line enquiries, assuring they are assigned to the correct team or colleague
• Reporting on completed cases from the week previous in order to obtain reviews from satisfied customers
• Updating the client list and other data sheets for internal use daily, ensuring accuracy as multiple people/departments have taken to using this for reference on a daily basis.
• Checking linked policies for each customer for future use for high advice line user determination
• Provide feedback to sales and clients on consultancy hours used, using CMS system reports as currently we are only people able to obtain this
• General administrative duties for the consultants, checking hours and contract status, for when large pieces of work are being quoted
• Reviewing consultant’s availability during the weekly consultancy meeting in order to have reference of who is available to assign work to for the upcoming 4 weeks.
• Liaising with outsourced consultancy firms to arrange and deliver bespoke consultancy to clients

What you Bring to the Team

• Customer service experience.
• Excellent written and oral communication skills, delivering information and advice as well as empathy to clients, and provide outstanding attention to detail.
• To be able to understand client requirements and documents these clearly and concisely.
• Strongly focussed on delivering an excellent client experience at all stages.
• A positive approach in a fast-moving, busy team environment.

Why Join our Team?

This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors. The office is fast-paced and busy so we look for colleagues who have a positive and results focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers.