Client Liaison Administrator
Department: Administration
Employment Type: Permanent - Full Time
Location: United Kingdom - Sheffield
Reporting To: Denise Neville
Description
This is a fantastic opportunity to join the Taconova UK team on our journey to becoming the UK’s leading metering and billing provider. With ambitious growth plans, you will be a key part of a successful growing friendly team.
Our office has convenient transport links and free onsite parking. This is a pivotal role reporting to our Office Manager.
The Customer Service department acts as the first point of contact for all our customers and is a vital part of the Taconova UK team. We are looking for an experienced Client Liaison Administrator to provide excellent customer service and to promote this idea throughout the business and team.
As the Client Liaison Administrator, you will be responsible for the day-to-day execution of multiple billing sites, including customer service, account administration, and payment management. Building and maintaining client relationships, you will be responsible for increasing customer satisfaction, loyalty, and retention whilst meeting customer and business expectations.
In this fast-paced demanding role, you will be expected to build relationships with not only your team and colleagues, but also our customers, clients, suppliers, and manufacturers to achieve first-class customer satisfaction by always going the extra mile.
We are looking for someone who has had between five and ten years of customer service experience with a minimum of two years of billing and account management experience. Experience in the energy market is desirable but not necessary.
Functions and Expected Outcomes:
* Handle inbound calls and emails in relation to billing queries and payments
* Process customer payments and update accounts accordingly
* Identify and resolve all billing disputes
* Work with the billing team to ensure delivery of accurate and timely bills
* Coordinate with other team members to handle and resolve customer issues
* Ability to handle multiple tasks and prioritise workload
* Maintain all current policies and procedures in line with business requirements
* Understand and adhere to customer satisfaction criteria and key performance indicators with our contracts and business, maintaining the highest level at all times
* Adhere to customer service policies and procedures
* Escalate any issues to the office manager in a timely manner
* Resolve any customer complaints within business process timeframes
* Ensure contractual compliance is maintained and achieved on each contract
* Ownership and responsibility for data protection and GDPR compliance at all times
* Keep updated with current regulations ensuring these are maintained within the department
* Ability to upsell and promote products and services to increase profits
* Team player is essential
* Excellent communication skills, both verbally and written
* Attention to detail
* Ability to work well under pressure
Required:
* Proficient in all Microsoft products and applications
* Experience in CRM systems
* Experience of meeting financial, operational, service, and quality KPI’s
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