Client Services Coordinator

Job content

The Company

CTM is an award-winning provider of innovative and cost-effective travel management solutions to the corporate market. Its proven business strategy combines personalised service excellence with client facing technology solutions to deliver a return on investment to clients. The headquarters are based in Australia. www.travelctm.co.uk

General Responsibilities

The role of Client Services Co-ordinator, is to provide a high level of customer service and support to both internal and external customers across all areas of the business. The role will be responsible for dealing with a variety of enquiries and responding to them using effective communication, whilst identifying and engaging with the key stakeholders involved. The role will support customer implementations along with the management of a number of accounts pro-actively from the office, as part of the Account Management function. Liaising with accounts regularly and providing updates on trading activities to ensure business is developed, enhanced and preserved.

Key Areas of Responsibility:

· Maintain a high level of understanding of all internal systems and processes and ensure a consistent service is delivered to all customers.

· Provide strong support to the Account Management team, in relation to operational areas of the business.

· Pro-actively manage accounts within the remit of this role to develop, enhance and drive additional business forwards, through effective account management practices.

· Be responsible for a number of customer site builds as part of the implementation process, to deliver in accordance with the customer requirements.

· Conduct regular telephone and e-mail contact with all accounts within the remit of this role, to aid the communication and relationship building process.

· Working closely with the Account Managers to respond to, own and resolve customer enquiries, within agreed timeframes including (but not limited to): -

· Helping customers with support queries, both in relation to technical issues, general troubleshooting and testing new system functionality as well as bug fixes.

· Management Information, bookings – post billing, invoices, customer engagement, general account management activity, seminars and roadshows, booker issues and engagement

Key Measures:

· Effective communication across all internal departments. A deep understanding of all processes and procedures are key to the success of this role. The role is responsible for dealing with and managing customer queries whilst providing customer service excellence and account management, to achieve an effective resolution for all parties

· Operational excellence and process delivery will be achieved across all internal departmental systems and processes, to consistently deliver with minimal errors

· All calls will be handled efficiently and courteously at all times. Correspondence will be written professionally, queries and issues will be dealt with swiftly and positively, with the appropriate remedial action being taken

· Effective teamwork will be achieved by demonstrating good listening skills with colleagues, attending internal meetings, contributing ideas and opinions to support the Account Management team

· Working closely with the Team Leader, following best practice for managing customer accounts. Analysing customer data to aid meaningful discussions to assist with delivering savings and value for money

· Keeping abreast of industry news and information to specifically aid discussions with customers

· Excellent customer retention, happy bookers and positive engagement from all customers within the role remit, will be a measure of success

Please Note: This Job Description is intended to serve as a guide for your performance of the role outlined above. As these are guidelines, we may re-visit them from time to time, updating or making changes as needed.

Benefits:

• Bonus scheme
• Life insurance
• Company events & social hours
• Casual dress

Job Types: Full-time, Permanent

Salary: £18,000.00-£19,000.00 per year

Schedule:

• Monday to Friday

Work remotely:

• Temporarily due to COVID-19