LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training. While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. 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.
What do we do?
We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, with a core focus on Food & Beverage, Consumer Goods, Transportation & Mobility, Technology & Telco, Construction & Manufacturing, Energy and Renewables and Chemical & Processing.
Our products and services range from independent third-party auditing to certification and training; we also offer consultancy services, real-time assurance technology and data-driven supply chain transformation programs. Our innovative end-to-end solutions help our clients shape their own future, rather than letting it shape them.
LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates around £350m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.
The next chapter for LRQA
As the preferred assurance partner for our clients, we are relentless in helping them respond to the era of Assurance 4.0. Our decades of sector expertise in assuring assets and management systems, ensuring product integrity, responsible sourcing, navigating the energy transition and achieving net zero, and strengthening cybersecurity maturity will help them to anticipate, mitigate and manage risk wherever they operate, freeing them to focus on growth.
With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA’s next chapter is set to be an exciting, transformational period of growth. We’re well placed to build on everything we’ve done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.
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:
1. 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.
2. A proactive nature, using your initiative and showing entrepreneurial spirit.
3. A natural problem solver with a strong client-focus, able to work in a dynamic, fast-paced environment.
4. A willingness to learn and be curious, open to exchanging ideas and seeing things to resolution.
5. The ability to work well within a team, with a positive outlook and resilience to adapt to changes.
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 coordinating input from across the business so that you can keep our clients aware of progress through regular updates.
Key Responsibilities:
1. Own the client experience together with the team.
2. Be the first point of contact for inbound client queries for LRQA.
3. 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.
4. Troubleshoot client problems using analysis and critical thinking to understand and solve issues.
5. Work closely with other colleagues across the Group in the analysis, interpretation, and resolution of client issues.
6. Build and maintain strong working relationships with internal and external clients.
7. Log issues using internal systems, escalate unresolved queries and follow-up with relevant departments.
8. Managing a queue of work across regions, performing handovers to other teams where required.
9. Track all client queries/requests against our key KPI’s, escalating where required.
10. Be proactive and identify innovative ways to improve the client experience.
11. Maintain and update a “knowledge pool” of typical client requests.
12. Ensure that all client queries are captured fully and accurately using case management applications.
13. Communicate outcomes to clients simply and effectively.
14. Undertake relevant project work and additional responsibilities as appropriate.
Key health & safety responsibilities:
1. Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register.
2. Manage your own, and your team’s, compliance with health and safety rules and legal requirements.
Technical / Professional Qualifications / Requirements:
1. Demonstrable experience of working in a client facing environment, with excellent client service skills.
2. A natural problem solver focused on getting the right outcomes for clients.
3. Resilient – this job requires tenacity and an ability to break through issues to resolution.
4. Must be both process-oriented and flexible.
5. A passion for giving the best advice to every client.
6. Demonstrates a “can do” attitude and is solution orientated.
7. Ability to manage multiple tasks simultaneously, prioritising and working to KPI’s.
8. Ability to quickly adopt and utilise new systems, tools and ways of working.
9. High learning capacity to build on technical knowledge of our products and services.
10. Good stakeholder management skills and tenacity in resolving issues.
11. Excellent communication skills in both written and verbal English.
12. Ability to seek improvements to ways of working and systems.
13. Excellent investigation skills and ability to analyse information quickly and effectively.
14. Team player able to positively influence team members.
15. Strong computer literacy skills.
Our Values:
1. Expertise: We value our experience and specialist knowledge.
2. Integrity: We always do what’s right, in the right way.
3. Ambition: We combine technology and innovation with the expertise of our people.
4. Vision: We support our clients in the present and prepare them for future success.
5. 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.
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