Customer Success Officer

Due to continued growth, our client based near Royston is looking for a customer success officer within their operations department, reporting into the Customer Success Lead. The Customer Success Officer will support the Services team within the Operations department to coordinate all service delivery activities by acting as the liaison point between Clients, Associates, Client Relationship Managers and the Customer Success Lead.

This is a full-time, permanent role and the working hours are 9.00am-5.00pm, Monday-Friday. This role is paying £27,000-£30,000 depending on experience.

Key Responsibilities:

1. Project Coordination:
1. Acting as the main point of contact for all Dispute Resolution services from clients and new referrals.
2. Setting up projects, which includes implementing the processes for project set up; internal folders, Salesforce and other CRM/databases.
3. Assigning and monitoring quality assurance and mentoring support.
4. Coordinating dates and venues, including booking venues as necessary, for parties and Associates.
5. Managing specific reporting for contracted clients.
6. Maintaining information on the availability of Associates and using this information to allocate/deploy work appropriately in line with the Operational strategy.
7. Liaising with clients to ensure timely scheduling of work.
8. Reporting to relevant Stakeholders on changing aspects of delivery.
9. Ensuring all Stakeholders have access to the required and correct documentation at all stages for delivery and evaluation.
10. Managing and monitoring follow up meetings.
11. Setting fees in line with the agreed Associate Fee Structure and identifying and escalating any anomalies.
12. Monitoring of current service casework and alerting all Stakeholders to over/under delivery.
13. Closing off projects, creating and sending online surveys and extracting data for testimonials and references.
14. Attend client reviews when necessary.
15. Liaising with Finance at set-up and close-down.
16. Raising sales invoices.
17. Attend Associate days as needed.
18. Contributing to the smooth flow of work by taking enquiries for work and passing incoming calls to the appropriate department/person.
19. Checking and signing off Associate invoices against timesheets.
20. Meeting or exceeding the Quality Delivery Plan standards and contributing to the review of these standards at regular intervals.
21. Collate key performance metrics on all clients.
22. Monitoring of budgets and Purchase Order limits and reporting any issues to the Customer Success Lead.
2. Data Entry:
1. Inputting data into Salesforce and other CRM/databases which includes evaluation data and confidential Equalities data.
2. Responsible for updating, maintaining and managing Salesforce client contact data.
3. Collating all Stakeholder feedback information and disseminating as appropriate.
3. Compliance:
1. Adhering to and working in accordance with agreed Company policies, procedures and practice, inclusive of Health & Safety at Work requirements and Equal Opportunities.
2. Ensuring compliance with our Information Security policies, identifying if/when stakeholders need additional support to remain compliant with ISO27001 and CE/CE+.
3. Complying with the company document management system and version control.
4. Adhering to company brand in all correspondence and materials delivered by the company, by applying consistent, marketing-approved templates for all activities.
5. Developing and maintaining a positive relationship with clients and their staff, as well as with associates.
6. Undertake any other duties necessary to this position as reasonably delegated by the SLT or Line Manager.

Person Specification

1. Ideally a minimum of 2 years experience in providing administration of a business-to-business service delivery.
2. Experience of using CRM databases such as Salesforce is preferred but not essential.
3. Excellent verbal and written communication skills with attention to detail.
4. Proficient Microsoft software skills including Word, Excel and PowerPoint.
5. Self-motivated with the ability to work well in a fast paced, dynamic team environment.
6. Ability to engage with all Stakeholders in a confident and professional manner.