Job Summary:
We are looking for a team of bright and enthusiastic individuals to join our global team as Client Service Specialists. You will be the pivotal contact point for clients, delivering exceptional service and support across multiple channels.
About LRQA:
LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We have grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customized assurance, cybersecurity, inspection, and training.
Our Mission:
By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future. We help our clients navigate a rapidly changing world by working with them to manage and mitigate the risks they face.
Key Responsibilities:
* 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 SLAs.
* 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.
* Log issues using internal systems, escalate unresolved queries, and follow-up with relevant departments.
* Managing a queue of work across regions, performing handovers to other teams where required.
* Track all client queries/requests against our key KPIs, escalating where required.
* Be proactive and identify innovative ways to improve the client experience.
* Maintain and update a "knowledge pool" of typical client requests.
* Ensure that all client queries are captured fully and accurately using case management applications.
* Communicate outcomes to clients simply and effectively.
* Undertake relevant project work and additional responsibilities as appropriate.
Key Health & Safety Responsibilities:
* Eliminate or minimize employee exposure to risks by regularly reviewing the health and safety risk register.
* Manage your own, and your team's, compliance with health and safety rules and legal requirements.
Technical / Professional Qualifications / Requirements:
* Demonstrable experience of working in a client-facing environment, with excellent client service skills.
* A natural problem solver focused on getting the right outcomes for clients.
* Resilient – this job requires tenacity and an ability to break through issues to resolution.
* Must be both process-oriented and flexible.
* A passion for giving the best advice to every client.
* Demonstrates a "can do" attitude and is solution orientated.
* Ability to manage multiple tasks simultaneously, prioritizing and working to KPIs.
* Ability to quickly adopt and utilize new systems, tools, and ways of working.
* High learning capacity to build on technical knowledge of our products and services.
* Good stakeholder management skills and tenacity in resolving issues.
* Excellent communication skills in both written and verbal English.
* Ability to seek improvements to ways of working and systems.
* Excellent investigation skills and ability to analyze information quickly and effectively.
* Team player able to positively influence team members.
* Strong computer literacy skills.
Our Values:
* Expertise: We value our experience and specialist knowledge.
* Integrity: We always do what's right, in the right way.
* Ambition: We combine technology and innovation with the expertise of our people.
* Vision: We support our clients in the present and prepare them for future success.
* Togetherness: We respect the unique skills and expertise of our people.
Diversity and Inclusion at LRQA:
We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives.