Senior Client Services Representative

Salary: £26,000 per year

The ongoing management of our large existing client base and the successful on-boarding of new clients is an integral part of what we do and a key component in our client retention strategy. It is critical that we maintain regular contact with clients to fully understand and integrate LH&T’s products into their business and to keep abreast of their plans and strategy. This will help to identify what additional LH&T products or services may be of benefit to the client and alert the business development team to potential opportunities.
Regular client engagement through meetings and communications is a key responsibility and will cover all aspects of the client relationship including new client research, meetings (with Business Development Managers (BDMs)), onboarding, integrations, upgrades, queries, financials, and account performance. This requires a strong rapport and relationship with the BDM team to develop and share intelligence and knowledge about our clients.

The primary responsibilities of the role are:

* Managing the process of onboarding new clients and overseeing all aspects of their integrations including arranging non-disclosure agreement (NDA’s) and contracts and project managing the client implementation process including business decisions, auditing and sign-off.

* Handling client queries and support request, ensuring these are dealt with effectively and efficiently with escalation points within the business as required.

* Acting as the key conduit between Finance and the client by managing the monthly billing process and accounts receivable, ensuring that billing is supported by appropriate information and is in line with the contractual terms for that client.

* Supporting with monthly accruals calculations and annual budgeting for clients.

* Updating client records as required and notifying the Client Services Manager and Director of Business Development of any key changes within clients. This includes maintaining comprehensive notes of meetings and key conversations and being able to identify opportunities, issues or future implications for our business relationships.

* Monitoring client performance against agreed contractual terms and flagging potential issues.

* Handling client feedback in a timely manner and fed back to the medical, finance, legal, business development and/or product development teams as appropriate. Any areas of concern raised by clients should be escalated to the Client Services Manager and resolved promptly.

* Providing feedback and suggestions for improvement in relation to LH&T processes and products.

* Under the direction of the Client Services Manager, liaising with the LH&T Australia team to align and standardise the processes, functions and reporting between the two operations. This is also vital for global clients where a cohesive view of the client relationship needs to be maintained and presented.

* Achieving client relationship KPI’s as set by the Client Services Manager.

* Understanding of the workings of LH&T products and associated technology to effectively support and foster client relationships. Any anomalies should be fed back to ensure the continued improvement of LH&T’s products and services.

* Understanding and explaining the implications of improvements to Risk Ratings products and services to our clients.

* Working with colleagues to provide training and/or answer queries as well as undertaking other tasks such as: product testing; maintaining centrally shared files and records; drafting and maintain process documentation; assisting with office administration, and special projects.