Main Purpose of the Position:
• Ensure that the reception operates efficiently and smoothly dealing with callers and visitors in a courteous manner.
• Provide an efficient switchboard for the Business and to assist the Commercial Manager in the general duties of the main reception and client servicing.
• Actively promote the Business’s additional services to aid clients and improve bottom line income.
• Manage the Business in the absence of the Commercial Manager.
Job Profile Requirement:
• A high standard of presentation and effective, articulate communication is essential as the Client Service Executive is the first port of call for the business.
Key Responsibilities:
1. Answering Telephone:
• To ensure that all calls are directed to the appropriate person/client/company in a helpful and informed manner.
• Calls to be answered as quickly and efficiently as possible, within 5 rings.
• To ensure that all messages are forwarded as appropriate and this service re-billed to the client as per the service option charges.
2. Site and Buildings:
• Overseeing the daily smooth running of the buildings on site.
• This will include liaising with cleaners and facility teams.
• Ensure the common parts of the building and site are clean and fit for purpose daily.
3. Meeting and Greeting:
• To meet and greet visitors to the Business in a friendly professional manner.
4. Stationary Ordering:
• Order stationery for staff ensuring that costs are kept to budget and keeping stock control of stationery so that items are not over-ordered. All orders should have Commercial Manager preapproval before being placed.
5. Handling Queries:
• To handle client queries in a professional and courteous manner, escalating to the Commercial Manager.
• There will be a need to liaise with clients to keep them informed of developments/activities, this will be carried out in conjunction with the Commercial Manager.
6. Post:
• Post to be sorted for delivery to clients. Special deliveries, registered post etc. to be organised and re-charged through the billing system.
7. Meeting Rooms:
• Take bookings for the meeting rooms, record and bill accordingly.
• Ensure that booking forms are completed and T&C’s issued where appropriate.
• Help prepare rooms, providing teas and coffees where requested. Ordering of food and beverages for client meetings and events and recharging where necessary. Setting up audio-visual equipment, AC and ensuring it is clean/presentable between handovers.
• To help promote meeting room service to internal and external clients/customers. Assist the Commercial Manager in promoting this service and seeking to find new revenue opportunities.
• To order necessary meeting room equipment using the correct company procedure and recharging where necessary but with prior agreement from the Commercial Manager.
8. Couriers:
• Arrange for couriers and bill accordingly.
9. Reception Area:
• To be kept tidy at all times.
• TV on and set to a suitable channel.
• Ensure that the contact list for clients is kept up to date monthly.
• Administration duties to be done as and when requested.
10. Finance:
• Liaise with accounts on invoicing and credit control for client fees and A/P.
11. Licenses:
• Drafting and issuing new licenses for clients with and for the Commercial Manager.
• Tracking and ensuring that renewal dates are presented to the Commercial Manager 2 months before the completion date.
• Issuing keys and fobs to the building and car park as appropriate.
12. Sales:
• As with the meeting rooms, there is a need to ensure that we are doing all we can to ensure that our clients are supported and that have a healthy pipeline of new enquiries.
• There will be a need to keep online promotions updates.
• Liaison with commercial agents.
• Broadly exploring new potential opportunities.
• To provide the Commercial Manager requires.
Person Specification:
The following outlines the essential & desirable requirements needed for the role of Client Service Executive.
1. Attributes:
Physical Presentation: Smart dress with a business-like appearance.
2. Education and Qualifications:
A Minimum of 3 GCSE’s/CSE’s or equivalent, including English and Math’s.
Full experience of Microsoft Outlook, Word and Excel.
3. Work Experience:
Previous face to face customer role.
Experience of working in a team.
Familiarity with Microsoft Office software.
4. Knowledge and Skills:
Knowledge of basic office procedures.
Excellent communication skills to relate to both team members and clients and visitors within the Business.
5. Service Delivery:
The ability to provide excellent customer service in a busy and sometimes pressured environment.
The ability to remain calm under pressure.
6. Special Aptitudes:
Strong ability to problem solve, delegate, multi-task, plan and organise.
A strong communicator with a direct and open style.
Enthusiasm and drive with evidence of “going the extra mile” coupled with strong client focus, a flexible and resilient attitude.
7. Disposition:
Self-motivated, Dynamic, Professional, Resilient.
To always act professionally.
8. Circumstances:
Ability and willingness to work flexible hours as determined by the needs of the Business.
9. Communication:
Excellent telephone manner and ability to communicate clearly orally and in writing.
Good command of the English language.
Ability to convey information to individuals on the phone, by email and face to face.
Ability to write standard memos, letters, and emails.
10. Other:
All valid work permits for the UK.
Permanent National Insurance Number.
Workers Registration Scheme Permit (if applicable) – for all.
Hours and Remuneration:
The hours are presently:
Wednesday 09.00-17.30
Friday 09.00-17.30
Hourly rate of £15.00
Holiday at 20 days per year pro rata.
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