The primary focus of this role is to practise and promote "Total Customer Satisfaction" initiatives that strengthen the relationship between clients and Licensee network. The role is also responsible for proactively managing and maintaining effective customer relationships and looking at ways to improve the customer experience. Dimensions Financial Annual Budget or Project Budget: Annual Revenue: Sales Turnover: Key Accountabilities & Deliverables Customer Service · Provide proactive and outstanding service to all Customers by seeking to understand their needs and looking at ways to improve their overall experience· Deliver a call programme that fits into the customer sales and management process to monitor customer progress and pre-empt potential issues. · Provide key communications and feedback to internal customers regarding customer progress. · Complete inbound and outbound call programs.· Update clients in delayed settlement properties at least on a bi-monthly basis. · Update Licensees and Advisors on a regular basis on the progress of properties· Follow up calls to clients who have had issues which we have resolved.· Identify and pass on any sales opportunities.Success in this Key Accountability will be measured by:· Client Satisfaction Survey feedback is at targeted levels· All tasks will be carried out efficiently within the required timeframe.· Client feedback is positive Issue Resolution · Research client issues or concerns and resolve with assistance of other team members if required.· Escalate issues identified as serious to CS Manager.· Retain ownership of issues and track through to resolution.· Follow up calls to clients to confirm full resolution.Success in this Key Accountability will be measured by:· All client issues are acknowledged within 24 hours and a timeframe for the next contact point is provided.· Critical issues are escalated/notified to Client Services Manager.· Clients report satisfaction with the way in which their issues are handled. Process Improvement & Quality Contribute ideas for improvement of systems and practices for Client Services team and assist with implementation· Highlight recurring problems. Record all actions against clients in BlueBase and upload relevant documents.· Monitor completion of allocated tasks in database.· Undertake tasks in accordance with CS Processes and Procedures.Success in this Key Accountability will be measured by:· Systems and procedures manual regularly reviewed.· Complete recording of events and documents against customers in Database.· Participants using systems and procedures are fully briefed and follow process.· Databases and spreadsheets entries are accurate and updated in a timely manner· Files and spreadsheets are stored in a way that they accessible to the CS team. Miscellaneous · Other duties as required.Success in this Key Accountability will be measured by:· Actions relevant to individual tasks. Performing as a member of the Client Services Team · Display and champion behaviour in-keeping with the vision and values· Co-operate and work well with others in the pursuit of goals; share information and support others in the Management Team and colleagues in the wider Group. Business Compliance Ensure an understanding of, demonstrate commitment to & comply with all legislation and Policy relevant to your role & all activities undertaken in that role. Key Relationships - External · Clients, Clients' Advisors Key Relationships - Internal · Investment Services & Legal, Business Managers, Marketing, Licensees, Advisors and Account Managers, Data Entry Major Challenges Major Challenge in next six months · To build an understanding of the company's product range. Person Specification Experience/ Knowledge · Financial Services experience· Experience in client facing roles· Conflict resolution/negotiation experience Competencies Required · Customer Focus· Relationship building skills· Results Orientation· Commercial Acumen· Verbal and Written Communication Skills· Problem Solving Skills· Interpersonal Skills· Innovative Personal Attributes · Numerical reasoning· Adaptable to change·Integrity· Team player·Common sense·Proactive·Tenacity·Lateral thinking Qualifications: Business related qualification preferred.