This role involves but is not limited to:
Providing ongoing support to Consultants and Fee Earning Consultants to meet their needs through the new concierge model
Manage open issues with agreed SLAs within the new ticket logging platform
Provide the bridge between the Consultant / Fee Earning Consultant and Taylor Rose departments to ensure a seamless and high level of ease within the Customer Experience journey
Complete all steps within the agreed governance to help drive insight and speed of resolutions improvements adopted as a department
Completing the Consultant and Fee Earning Consultant new starter and leaver procedures as per assigned tickets
Updating the Company website and Consultant and Fee Earning Consultant website profiles
Updating and maintaining Consultant personnel records and databases
Liaising with Client Care to provide customer service and complaints feedback and resolutions within agreed forums
Assisting with writing and maintaining all Consultant policies, procedures, and forms.
Assisting with communicating relevant policy changes or updates to all Consultants and Fee Earning Consultants
Liaising with the Audit department to ensure Consultant files are received on time and assist with audit feedback and completion of corrective actions
Support the organising Consultant engagements events both virtually and otherwise
Help drive and support a Well-Being policy that ensures those within the Consultant programme feel supported
Qualifications and Skills:
Willingness to learn
Good interpersonal skills supporting the Consultants
Excellent organisational and project management skills
Good problem solving and communication skills
Ability to work collaboratively and effectively with managers across the business
Ability to work to deadlines and achieve results
Ability to balance commercial interests with compliance requirements
Company Core Values:
Aspire: To challenge convention, an entrepreneur with energy for change. To be the best that we can be
Integrate: Bring together people and systems into a cohesive force
Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth
Commit: To delivering excellent client experience and working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage
