Job Description
CLIENT SERVICES ADMINISTRATOR
LOCATION: MANCHESTER CITY CENTRE (CLOSE TO VICTORIA STATION)
SALARY: £21,500
MON – FRI 9AM – 5PM
JOB OVERVIEW
On a monthly basis the client services administrators are responsible for; issuing an average of just over 1,100 electronic fulfilment packs, including renewal and new business, providing support for an average of 900 MHA app queries, processing more than 170 literature requests, complaint coordination and the management of the client services & feedback mailbox.
CLIENT SERVICES RESPONSIBILITIES
New business and renewal administration, key area of focus:
- The client services mailbox is constantly monitored, and all emails are processed within 24 hours
- Process of new business and renewal fulfilment on a daily basis
- Collation and issue welcome email and electronic welcome packs
- Co-ordinating hard copy fulfilment for new business and renewals
- Conducting welcome calls to all of Health Assured’s new clients at inception and existing clients at renewal where required
- Managing relationship with post-room and completing stock checks of hard copy literature
- Management of electronic literature and co-ordinate minor marketing amendments with the internal marketing team
- Support with contract queries for group clients with retention as a key focus
- Complaint logging and support with distribution, investigation and one call resolution focus to support our drive in excellent service
MANAGEMENT INFORMATION:
- Ensure Salesforce CRM is accurate with current client and intermediary details
- Production of client top level data requests in a timely and accurate manner
- Preparation of CS daily, weekly and monthly internal reports in a timely and accurate manner
OTHER DUTIES INCLUDE:
- Answering the phone and directing calls appropriately
- Carry out any other task as deemed necessary by the management team
- Collation of a weekly update report to management
ESSENTIAL SKILLS AND COMPETENCIES
- Microsoft Office software experience including Excel, Word and Powerpoint
- Customer service focused: committed to providing exceptional service across all channels – written, phone and face to face
- Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally
- Teamwork: willingness to assist and support others as required and get on with team members
- Experience in a professional services organisation
- Will have a proven track record of working to key performance indicators (KPIs)
WHAT WILL YOU GET IN RETURN?
- 25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years service)
- Birthday Off/Mental Health Day
- Profit Share Scheme
- Christmas bonus after 3 years of service
- Contributory Pension Scheme
- Fab Fridays- dress down & free treats
- Allied Pride Network
- Social events throughout the year
- Free breakfast on Mondays
- Fresh fruit delivered to the office each week
- Free annual flu vaccine
- Private health insurance after 5 years service
- Life Insurance
- Discounted eye test
- Discounted glasses/contact lenses prescription
WHY JOIN OUR TEAM?
This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and DEVELOPMENT, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you’ll soon discover that there are unlimited opportunities for you at Health Assured.
Job Types: Full-time, Permanent
Salary: £21,500.00 per year
Benefits:
Ability to commute/relocate:
- Manchester City Centre, Greater Manchester: reliably commute or plan to relocate before starting work (required)
Work Location: In person