Employer: Tmgroup
Salary: £21,000 per annum
Date Added: 08/02/2024
Here at TM Group, we are looking for a Client Support Assistant to join our Client Services team. The role is working full-time Monday to Friday, based in our Swindon office.
Overview
Your main duties as a Client Support Assistant ™ will be to ensure that all new clients go through an efficient, streamlined, and consistent process when being registered as a TMG client or being set up for tmconnect by managing the onboarding process, co-ordinating activity between the sales team, CS, Finance and IT. You will be responsible for the accuracy and completeness of all paperwork and other inputs (New Client Form pricing, log-in details etc.) and ensure that the clients’ registration and account set up information has been entered onto all relevant TMG systems.
Key responsibilities
- Taking ownership of document processes, understanding platform set up, configuration and how each panel operates on the system
- Being a central point for all new client information for panel set up, onboarding new panel firms and supporting individual users if required.
- Manage the configuration of pricing schemes, document pack set up and work with IT to ensure activation is completed within the agreed timescales.
- Assisting Regional Sales Managers/Account Managers in the preparation of relevant paperwork and pricing details when registering clients.
- Ensuring that all details from the above are entered onto the TMG systems correctly.
- Communication of new clients to all operations and customer service staff.
- Making sure that all log-on details are communicated to client/Sales Manager as requested.
- Making contact with client as requested to make sure that their initial experiences of TMG exceed their expectations (phone/email).
- Support team members and Client Services on tmconnect systems, process and client panels.
- Assist colleagues in the Sales Support team with registrations, setting up packs and central pricing as required.
- Acting as point of escalation for new Panel firms for their first 3 months and providing new user training on the system.
- Resolving TMConnect email and telephone queries relating to the system or search orders.
- Prioritise your own workload and assist your team and other colleagues when required.
- Develop your own company and product knowledge and participate in relevant training.
- Deal with all telephone calls in a professional and efficient manner; making sure clients are given your full attention at all times.
- Ensure that query/complaint handling is dealt with competently.
- Establish, develop, and maintain a good rapport with clients, your team, our agents, and suppliers.
- To attend and contribute to department /team meetings.
- Ensure complaints are documented, handled and escalated in accordance with current Client. Services procedures and Non-Conformance procedures.
- Ensure you operate in accordance with company policies and procedures.
- Maintain a safe working environment.
- Operate within with the Client Service Performance standards at all times.
- Other duties as reasonably required.
Performance Criteria
The Client Support Assistant will be successfully filling the requirements of the position when:
- All customer registrations and user configurations are completed with agreed timeframes.
- All your allocated client’s inbound communication is handled within tmgroup SLA’s or better and to a high professional standard.
- All issues are resolved, communicated internally and externally in accordance with current Client Services SLA’s and procedures.
- The client continues to be highly satisfied and regularly transacting with tmgroup maintaining CSAT scores at the level set by Senior Management.
- Escalate any service or system issues accordingly
- Other duties as requested and assigned are completed successfully.
Role holder requirements
The Client Support Assistant will have proven experience in case handling or client management in a conveyancing environment or equivalent outside experience. A minimum of 1 years’ service within tmgroup (or outside equivalent) and is passionate about client service.
• Understanding of the value of customer service to an organisation.
• Excellent written, verbal and listening skills.
• Ability to handle and manage multiple clients effectively and within tight deadlines.
• Knowledge of property searches and TMG systems and procedures.
• Good understanding of levels of service required by TMG’s customers.
• Accuracy, attention detail, methodical, investigative thinking.
• Ability to question processes and procedures in a constructive, analytical way.
• Good computer skills: MS Word, MS Excel, email etc.
• Have a “presence” within the department and wider company.
• Good understanding of communication, website based and bespoke tmgroup platforms.
What we can offer you
- 25 days holiday which increases with length of service.
- Pension scheme
- Company Bonus Scheme
- Cycle to Work scheme.
- Employee Assistance Programme
- Staff social events
- Rewards and discounts
If you have the skills we are looking for, click apply to be considered as our Client Support Assistant– we’d love to hear from you!
Application Deadline: 21/03/2024
Contract Type: Permanent
Submitted Applications: 0