Customer Service Executive

Job Description

Wilmington PLC are looking for a Customer Service ExecutiveCustomer Service ExecutiveLocation: Leicester - LE19 1SUSalary: Excellent DOETerm: Full Time, PermanentWhy do we want youYou are an experienced Customer Service Executive with an exceptional telephone manner who is confident liaising with internal and external clients in a professional manner.You are a highly organised, well rounded administrator who ideally has experience managing diaries, scheduling meetings and managing multiple expectations. Knowledge of the Accountancy industry would be advantageous but not essential.A bit about us.Wilmington plc is a company with a difference. Over the years weve grown by acquisition and as such we have many unique businesses in our portfolio. Mercia Group is one of them!Mercia Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide.Main Purpose of RoleAs the Inhouse Services Executive, your main responsibility will be to oversee and manage the arrangement and scheduling of inhouse products and services for Mercia clients in a proactive and timely manner ensuring slick processes and quick turnaround timesand excellent client service.Responsibilities:- Managing diaries for Mercias consulting and lecturing staff- Forging and maintaining professional and helpful relationships with our external clients and helping them make the most of Mercias services- Setting up and managing consultancy visits and lecturing appointments for Mercias staff and subcontractors. Telephoning, emailing and using our secure portal to send confirmations and engagement terms to clients- Keeping diary appointments and records of all client contact up to date on the company database, diary database and Outlook- Proactively working with colleagues to monitor clients usage of Mercias services within their contracts liaising with Sales team members, Client Success Executives and clients as appropriate- Providing high-quality customer service to all clients (external clients and internal colleagues)- Administrative tasks including proofreading reports and correcting/ amending/issuing them to clients promptly: booking and managing extensive accommodation and travel requirementscarrying out routine anti-money laundering checks and keeping client records updated- Liaising with other Regional PAs about shared tasks to ensure deadlines are met and departmental compliance procedures are carried out across all regions- Taking responsibility for own training on software or systems used at Mercia if not already familiar with them- Other such duties as required to assist with the smooth running of the department.While client engagement is typically carried out by other teams/team members, there may be the need to attend client meetings virtually or in-person on occasion.Skills and Experience Required- Extensive experience in diary scheduling and diary management- A good understanding of the accountancy industry and key compliance requirements for firms- Professional office manner- Ability to focus and manage own time (not easily distracted)- Ability to use own initiative but also able to ask for help- Good use of English both verbally and written- To be organised and able to prioritise- Ablility to work independently and as part of a team- Experience in the same or similar roleAs a portfolio Company, we are all different at Wilmington. We understand the power of bringing difference together and we celebrate the innovation and creativity it brings through diverse experience, knowledge, and perspectives.

Keyskills :
Contact Centre AdvisorCustomer Services AdvisorCustomer Service Executive