Client Success Champion

We are looking for a team of bright team players to be the pivotal contact point for clients so that we can deliver against our strategic priorities of demonstrating Relentless Client Focus and Be Digital. If you have:

• The motivation and enthusiasm to bring your best self to work every day and have the confidence to give our clients the best possible experience.
• You will be proactive, use your initiative and show us your entrepreneurial spirit, find ways to improve how we do things and take care to avoid errors.
• You will be a natural problem solver with a strong client-focus, able to work in a dynamic, fast-paced environment across multiple systems and platforms.
• Have a willingness to learn and be curious, open to exchanging ideas and see things to resolution.
• Work well within a team, a positive outlook, be engaging, collaborative and have the resilience to adapt to whatever changes come your way.
• We want you to be part of the team who will be the driving force behind delivering market leading client experience

You will be part of a global team responsible for providing exceptional client service and support to our clients. You will be the first point of contact for clients and will use your initiative to engage, clarify track and resolve their queries across multiple channels. You will become the expert across all LRQA’s products and services and will effectively manage inbound queries to provide a market leading client experience that leaves a lasting impression.

You will be responsible for monitoring our inbound channels (e.g. Web-chat, emails, calls) to ensure SLA’s on response times are achieved and queries are captured centrally, ready for quick resolution. You will liaise directly with the client in resolving their query.

Where client queries cannot be answered directly, you will take ownership and be responsible for co-ordinating input from across the business so that you can keep our clients aware of progress through regular updates.

What will you do

• Own the client experience together with the team.
• Be the first point of contact for inbound client queries for LRQA.
• Pro-actively manage all queries, and feedback received via email and telephone to ensure a timely resolution and an overall positive client experience as per agreed SLA’s.
• Troubleshoot client problems using analysis and critical thinking to understand and solve issues.
• Work closely with other colleagues across the Group in the analysis, interpretation, and resolution of client issues.
• Build and maintain strong working relationships with internal and external clients so that we go the extra mile, creating a one team mindset to deliver the best client outcomes.
• Log issues using internal systems, escalate unresolved queries and follow-up with relevant departments, identifying effective triage routes to enable fast resolution.
• Managing a queue of work across regions, performing handovers to other teams where required
• Track all client queries/requests against our key KPI’s, escalating where required.
• Be proactive and identify innovative ways to improve the client experience.
• Maintaining and updating a “knowledge pool” of typical client requests to build on the effectiveness of client responses and providing the business with data to identify root causes of issues.
• Ensure that all client queries are captured fully and accurately using case management applications.
• Communicate outcomes to clients simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
• Undertakes relevant project work and additional responsibilities as appropriate and agreed

What will you bring

• Demonstrable client facing experience
• Solutions focused with the ability to cut though issues to resolve problems
• Process orientated but flexible with a strong sense of customer centricity
• Ability to mult-task in a fast paced environment
• Demonstrable experience of managing stakeholders in a complex setting
• Exceptional communications skills
• Willingness to learn new products and services
• Intellectually curious seeking out new and better ways of working that will impact the client

Diversity and Inclusion at LRQA:

Together we are one LRQA, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LRQA experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.