{"id":6276,"date":"2024-02-08T22:00:07","date_gmt":"2024-02-08T22:00:07","guid":{"rendered":"https:\/\/coinsrev.com\/info\/client-support-assistant\/"},"modified":"2024-02-08T22:00:07","modified_gmt":"2024-02-08T22:00:07","slug":"client-support-assistant","status":"publish","type":"post","link":"https:\/\/coinsrev.com\/info\/client-support-assistant\/","title":{"rendered":"Client Support Assistant"},"content":{"rendered":"<p><b>Employer:<\/b> Tmgroup<br \/>\n<b>Salary:<\/b> \u00a321,000 per annum<br \/>\n<b>Date Added:<\/b> 08\/02\/2024<\/p>\n<p>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&nbsp;Swindon office.<\/p>\n<p><strong>Overview<\/strong><\/p>\n<p>Your main duties as a Client Support Assistant &#8482; 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.&nbsp; You will be responsible for the accuracy and completeness of all paperwork and other inputs (New Client Form pricing, log-in details etc.)&nbsp; and ensure that the clients\u2019 registration and account  set up information has been entered onto all relevant TMG systems.<\/p>\n<p><strong>Key responsibilities<\/strong>&nbsp;<\/p>\n<ul>\n<li>Taking ownership of document processes, understanding platform set up, configuration and how each panel operates on the system<\/li>\n<li>Being a central point for all new client information for panel set up, onboarding new panel firms and supporting individual users if required.<\/li>\n<li>Manage the configuration of pricing schemes, document pack set up and work with IT to ensure activation is completed within the agreed timescales.<\/li>\n<li>Assisting Regional Sales Managers\/Account Managers in the preparation of relevant paperwork and pricing details when registering clients.<\/li>\n<li>Ensuring that all details from the above are entered onto the TMG systems correctly.<\/li>\n<li>Communication of new clients to all operations and customer service staff.<\/li>\n<li>Making sure that all log-on details are communicated to client\/Sales Manager as requested.<\/li>\n<li>Making contact with client as requested to make sure that their initial experiences of TMG exceed their expectations (phone\/email).<\/li>\n<li>Support team members and Client Services on tmconnect systems, process and client panels.<\/li>\n<li>Assist colleagues in the Sales Support team with registrations, setting up packs and central pricing as required.<\/li>\n<li>Acting as point of escalation for new Panel firms for their first 3 months and providing new user training on the system.<\/li>\n<li>Resolving TMConnect email and telephone queries relating to the system or search orders.<\/li>\n<li>Prioritise your own workload and assist your team and other colleagues when required.<\/li>\n<li>Develop your own company and product knowledge and participate in relevant training.<\/li>\n<li>Deal with all telephone calls in a professional and efficient manner; making sure clients are given your full attention at all times.<\/li>\n<li>Ensure that query\/complaint handling is dealt with competently.<\/li>\n<li>Establish, develop, and maintain a good rapport with clients, your team, our agents, and suppliers.<\/li>\n<li>To attend and contribute to department \/team meetings.<\/li>\n<li>Ensure complaints are documented, handled and escalated in accordance with current Client. Services procedures and Non-Conformance procedures.<\/li>\n<li>Ensure you operate in accordance with company policies and procedures.<\/li>\n<li>Maintain a safe working environment.<\/li>\n<li>Operate within with the Client Service Performance standards at all times.<\/li>\n<li>Other duties as reasonably required.<\/li>\n<\/ul>\n<p><strong>Performance Criteria<\/strong><\/p>\n<p>The Client Support Assistant will be successfully filling the requirements of the position when:<\/p>\n<ul>\n<li>All customer registrations and user configurations are completed with agreed timeframes.<\/li>\n<li>All your allocated client\u2019s inbound communication is handled within tmgroup SLA\u2019s or better and to a high professional standard.<\/li>\n<li>All issues are resolved, communicated internally and externally in accordance with current Client Services SLA\u2019s and procedures.<\/li>\n<li>The client continues to be highly satisfied and regularly transacting with tmgroup maintaining CSAT scores at the level set by Senior Management.<\/li>\n<li>Escalate any service or system issues accordingly<\/li>\n<li>Other duties as requested and assigned are completed successfully.<\/li>\n<\/ul>\n<p><strong>Role holder requirements<\/strong><\/p>\n<p>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\u2019 service within tmgroup (or outside equivalent) and is passionate about client  service.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Understanding of the value of customer service to an organisation.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Excellent written, verbal and listening skills.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Ability to handle and manage multiple clients effectively and within tight deadlines.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Knowledge of property searches and TMG systems and procedures.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Good understanding of levels of service required by TMG\u2019s customers.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Accuracy, attention detail, methodical, investigative thinking.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Ability to question processes and procedures in a constructive, analytical way.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Good computer skills: MS Word, MS Excel, email etc.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Have a \u201cpresence\u201d within the department and wider company.<\/p>\n<p>\u2022&nbsp;&nbsp; &nbsp;Good understanding of communication, website based and bespoke tmgroup platforms.<\/p>\n<p><strong>What we can offer you<\/strong><\/p>\n<ul>\n<li>25 days holiday which increases with length of service.<\/li>\n<li>Pension scheme<\/li>\n<li>Company Bonus Scheme<\/li>\n<li>Cycle to Work scheme.<\/li>\n<li>Employee Assistance Programme<\/li>\n<li>Staff social events<\/li>\n<li>Rewards and discounts<\/li>\n<\/ul>\n<p>If you have the skills we are looking for, click apply to be considered as our Client Support Assistant\u2013 we\u2019d love to hear from you!<\/p>\n<p><b>Application Deadline:<\/b> 21\/03\/2024<br \/>\n<b>Contract Type:<\/b> Permanent<br \/>\n<b>Submitted Applications:<\/b> 0<\/p>\n<p><a class='btn btn-block btn-primary theme-btn-primary' style='text-align: center; text-decoration: none; margin: auto 0;width: 100%;' href='https:\/\/www.reed.co.uk\/jobs\/client-support-assistant\/52103016' target='_blank' rel=\"noopener\"> Apply Now <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Employer: Tmgroup Salary: \u00a321,000 per annum Date Added: 08\/02\/2024 Here at TM Group, we are looking for a Client Support Assistant to join our Client<\/p>\n","protected":false},"author":1,"featured_media":597,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[29],"tags":[],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"https:\/\/coinsrev.com\/info\/wp-content\/uploads\/2023\/09\/pexels-ruslan-burlaka-140945.jpg","_links":{"self":[{"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/posts\/6276"}],"collection":[{"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/comments?post=6276"}],"version-history":[{"count":0,"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/posts\/6276\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/media\/597"}],"wp:attachment":[{"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/media?parent=6276"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/categories?post=6276"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/coinsrev.com\/info\/wp-json\/wp\/v2\/tags?post=6276"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}