1 Client Relations jobs in Norwich
Client Support Executive
Posted 17 days ago
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Job Description
Job title: Client Support Executive
Reporting To: Remote Services Manager
Department: Remote Services Team
Salary: £24,500 + bonus
Location: Norwich, 2 days a week from home
Purpose of the role:
Overall responsibility for the preparation of Upgrade documentation, within Atlas ISO and in MS Word format to ensure the field team can conduct each visit type successfully.
Providing Atlas ISO support to field colleagues and clients and assisting the Remote Audit Technicians to gather evidence. Providing support, where required, to enhance Atlas ISO, including system testing and research.
Key tasks:
* Monitoring upcoming booked Upgrade appointments through our CRM
* Contacting clients to ensure we have the latest documentation to prepare for Upgrade appointment
* Preparation of new Management System documents, within Atlas ISO and in MS Word format, to ensure the field team can conduct each visit type successfully
* Providing Atlas ISO support to clients and colleagues through Salesforce, phone, live chat and MS Teams
* Providing support, where required, to enhance Atlas ISO, including system testing and research.
Other Duties:
* Reviewing manuals sent in by the client to confirm that they are suitable for transition into Atlas ISO and quoting the customer accordingly
* Monitoring the Upgrades inbox and liaising with the client to ensure they have a clear understanding of the Upgrade process
* Ensuring we have received the client's most up-to-date version of their management system before Upgrade preparation
* Preparing Upgrade documentation in MS Word or Atlas ISO (as required) and ensuring all relevant documentation is handed over to the Consultant in advance of the appointment
* Providing Atlas ISO support to colleagues and clients over email, phone, live chat and demonstrating the system over MS Teams when required
* Monitoring and actioning Atlas ISO related support tickets via Salesforce
* Escalating Atlas ISO tickets to our platform developers when necessary
* Liaising with our platform developers to provide further clarification and to assist with problem-solving where necessary
* Feedback any trends within Atlas ISO tickets to the Remote Services Manager to drive system improvements
* Assisting with system testing and research where required
* Assisting the Remote Audit Technicians with the gathering and processing of Remote Audit evidence including contacting clients to offer support with their Remote Audit evidence submission
* Other duties, as deemed necessary by the Remote Services Manager.
Essential skills & behaviours:
* Client liaison skills (B2B)
* Excellent verbal and written communication
* PC literate (Word & Excel minimum)/technology savvy
* Excellent attention to detail
* First-class administration and organisation skills
* A problem solver
* Proactive team member
* Strong organisational skills and the ability to multitask and prioritise.
Company interests:
Colleagues should use best endeavours to ensure that the Company interests are promoted positively at all times
* Portray the Company in a positive way to internal and external parties
* Take steps wherever possible to ensure that the Company maximises sales
All colleagues are expected to behave in line with our core company values.
Why not come and join our growing team now?
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