Client Experience Manager

Our client is a growing utility management consultancy that supports businesses with energy, water and wider utility procurement, account management and efficiency. They work with organisations across a range of sectors to help reduce costs, improve processes and support more sustainable utility management.

They are looking for a motivated individual to join their Operational team as a Client Experience Manager. This role would suit someone who works well under pressure and is keen to take on opportunities for internal training and further development.

As part of the role, you will undertake the Digital Business Support with AI Modern Apprenticeship.

Key responsibilities
Providing a centralised administrative function. Carrying out a variety of tasks to support the business in being efficient in its business processes.

Key tasks
· Onboarding
· Contract generation
· Quality control
· Contract Processing
· Live checks
· Ticketing
· Change of Tenancy
· Administration of pricing tool
· Objections and Rejections
· Phone Answering and call transfer
· Billing management
· Support refinement and optimisation of internal systems, workflows and templates to improve efficiency, accuracy and consistency
· Preparing Reports/Presentations

The operational key performance indicators
· Onboarding time
· Data collection time
· Lock\-in time
· Live ratio
· Objection ratio
· Rejection ratio
· Customer and partner feedback
· Client satisfaction and retention indicators
· Contribution to operational efficiency and improved client experience

Other goals
· Contribute to the refinement of company processes
· Embracing technology to increase efficiency
· Co\-operate fully with other functions in the company operation
· Maintain awareness and communicate to the company any influences that may affect the future operation of the company
· Special Activities: As necessary, undertake special projects or functions which will occur from time to time
· Support the Eyebright brand

Job benefits
· On\-site parking
· 4 day working week option available – 0\.5 day gifted, with adjusted working hours for 4 day week
· Private dental insurance
· Private medical insurance
· Monthly team lunches
· 4 hours "Me Time" each month which can be used towards self improvement, charity work or anything you find fulfilling
· Great holiday allowance with your birthday off

Pay: £24,000\.00\-£26,400\.00 per year

Benefits:

• Additional leave


• Flexitime


• On\-site parking


• Private dental insurance


• Private medical insurance

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