ACCOUNTABILITIES

• Nurture, Develop and maintain positive and effective client relationships which ensure client engagement, satisfaction and retention.    
• Deliver exceptional customer service in the management of day-to-day account queries and screening updates.
• Ensure regular review of account activity, analysing trends and identifying clients for conversion to standard service.
• Work collaboratively and communicate effectively with Operational teams and Clients to ensure service delivery expectations are met.
• Keeps clients up to date and works towards resolving client issues quickly and effectively; sets clear expectations, gives correct information and ensures follow up to ensure needs have been met.  
• Positively and consistently represent the Vero brand, values and behaviors to ensure a great experience for all stakeholders, both internal and external.
• Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.  

RESPONSIBILITIES

• Provide frontline administrative support to Clients’ including timely response to queries via phone/email, provision of screening updates and re-opening screenings.
• Manage ticketing by raising /chasing tickets within required TAT to resolve screening queries.  Applying pre-approvals and obtaining authorisation for any additional costs (as applicable). 
• Raise discrepancy notifications to clients where appropriate.
• Effectively manage basic contractual changes including addition of services, EUA and price increases
• Review volume and revenue on a monthly basis, analysing trends, identifying dormant clients and investigating key changes.  Developing plans to address any concerns.   
• Proactively gather and execute client feedback through a variety of channels to measure client engagement and satisfaction.  
• Manage and investigate minor complaints working with key stakeholders to ensure satisfactory resolution.  Escalating more serious complaints to Client Services Manager.  
• Provide ongoing training and support with VeroLive portal with an emphasis on encouraging clients to self-serve in order to minimise incoming enquiries.   
• Provide timely and constructive feedback to internal stakeholders on key successes, process changes and potential risks and possible solutions. 
• Utilise knowledge of portfolio, undertake an annual review to identify clients for conversion to standard services.  
• Support seamless service set-up in collaboration with Implementations, Operations, Tech, Finance and any other key stakeholders.  
• Review and update internal trackers used with the Operation and other Departments [RAG & Spotlight, Complaints, Projects] on a regular basis
• Ensure CRM tool is kept up to date for each client including comms strategy, contractual obligations, feedback and growth opportunities. 

PERSON SPECIFICATION

• 1 years + experience in account / relationship management role of a similar nature
• Proven experience of analysing and initiating actions based on financial insights and understanding.  
• Ability to build strong working relationships with clients and key internal stakeholders 
• A passion for service delivery and a willingness to go the extra mile for clients
• Beneficial: Background in screening