Client Experience Diary Planner

Job Type: Full Time

Job Purpose: To deliver world-class care to exceed our clients’ expectations and provide support to our ever-growing client base across Great Britain

Job Overview

The role requires you to excel in enthusiasm as part of our Consultancy Diary Planner team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions.

Day-to-Day Responsibilities

To contact existing Croner clients to schedule their anniversary appointments with consultants, in line with service levels and diary booking guidelines

To ensure that all client service issues whether verbal or written are acknowledged in line with the complaint’s procedure.

To deliver the administrative duties for the department including rescheduling appointments

To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention.

To understand all client databases and systems in order to adequately investigate and respond to the client.

Accountability for obtaining a prompt response to client queries, service issues and requests to cancel.

Review of client service issues in order to produce an effective handover where applicable to Credit Control.

Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.

To receive client and consultant telephone calls and resolve queries, service issues and retention opportunity requests. The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Job Goals and Metrics

To ensure that all client service issues are dealt with professionally, courteously and in a timely manner

Complete a minimum of 50 calls per day Third Party Sensitive

Daily share of monitoring of the Client Experience inbox

Same day responses on enquires or emails

The aim to have a first-time call resolution

All client telephone calls to be answered in accordance with the departmental standards.

All written client correspondence to contain clear, accurate and thorough information and meet required standards.

What you Bring to the Team

A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.

A team player

Ability to work in a fast-paced environment.

Strong time management skills.

A dynamic and flexible approach, as well as the ability to work under pressure.