Job purpose: To provide an effective service to CCI and their clients. Build and maintain effective professional relationships with Clients, to improve client retention and increase revenue; by offering CCI’s additional services, increase in referral rate and quality. The role supports both client satisfaction and operational efficiency through proactive communication and accurate documentation
Main duties and responsibilities
· Provide an exceptional level of Client Care; email, telephone and attend client premises should a visit be necessary.
- Act as the primary point of contact for assigned clients, handling queries via phone, email, and online portals.
- Conduct regular client care calls and follow-ups, using internal checklists to ensure all account and service issues are addressed.
- Maintain accurate records including updates to client parameters, contact logs, and service notes.
- Coordinate with internal teams (Collections, Legal, CPO) to ensure timely resolution of client issues and escalations.
- Prepare and participate in client review meetings, contributing performance insights and service updates.
- Monitor client feedback and satisfaction, escalating concerns and contributing to service improvement initiatives.
- Support onboarding of new clients, including setup of access, documentation, and initial service briefings.
- Assist in the preparation of monthly and quarterly reports, including collection performance and service metrics.
· Ensure that you adhere to all KPI’s set by your manager
· Ensure that all client complaints are recorded according to the client complaints process.
· Embrace industry best practice, whilst promoting efficiencies and improved methodologies for inputting data. A commitment to innovation is welcome.
· Manage your workload to ensure all processes are efficient and any backlogs are cleared within a timely fashion.
· Record, input and categorise data accurately via computerised and manual systems.
· Liaise with clients regarding their expectations and requirements; identify potential sales opportunities and act upon them.
· Conduct regular quality and accuracy assessments for CCI and their clients, feedback to Manager, Senior Management and Directors.
· Prepare and send automated / manual reports to clients at the frequency requested.
· Identify cost saving efficiencies and always act in the best interest of CCI.
· Liaise with your manager regarding any training needs to assist with your daily work; keep abreast of compliance regulations.
· Liaise with all other departments to ensure the smooth running of CCI and best practices.
· Assist with the training of best practice in Client Care to all employees in the department and company.
· Maintain a tidy and safe working environment compliant with Health and Safety Regulations.
· Carry out such further reasonable tasks when delegated to you by the Directors/ SMT and your line manager.
Skills & competencies:
· Excellent communication skills – oral and written
· Attention to detail in all aspects of work and accuracy in documentation and data entry
· Strong team player
· Confident and pleasant personality, in handling client calls and presenting updates
· Sound judgement
· Ability to work towards targets, with the ability to work collaboratively across departments and manage multiple priorities.
- Familiarity with debt collection processes and terminology is desirable.
· Ability to be polite and compassionate without lacking confidence
Performance Indicators:
· Client satisfaction scores and feedback
· Timeliness and accuracy of updates in CRM
· Resolution time for client queries
· Participation in client reviews and internal briefings
Job Type: Full-time
Pay: £24,786.00 per year
Work Location: In person
