Client Services Executive

The Role at a Glance

In this position, you will keep operations running smoothly by serving as the main connection point for clients, field assessors, and internal colleagues. Your focus will be on handling requests quickly, professionally, and with a strong customer mindset.

About the Role

The business is seeking a proactive Client Services Executive who is committed to delivering a high standard of service to clients and internal teams alike. This role sits at the centre of day-to-day service delivery, ensuring enquiries, requests, and operational tasks are managed efficiently and with care.

You will be the first contact for clients and assessors in the field, organising schedules, dealing with problems, and working closely with other teams to create a smooth customer journey. Success in this role will come from being well organised, practical, solution-oriented, and consistently professional.

Key Responsibilities: Customer Service

• Handle client enquiries, service requests, and problem resolution as the main contact by phone and email.
• Develop dependable working relationships with clients through prompt responses and clear follow-up.
• Welcome and support new customer enquiries as the initial point of contact.
• Assist field assessors by providing guidance and being a reliable first contact.
• Partner with internal departments to coordinate solutions, share updates, and keep service delivery on track.
• Reply to internal queries with the same professionalism and urgency applied to customer requests.
• Reflect the company’s values through positive, service-led communication.

Key Responsibilities: Service Delivery and Operations

• Organise daily diaries and schedules to support efficient and timely service delivery.
• Manage client expectations while ensuring commitments, deadlines, and service standards are met.
• Use good judgement and a practical approach to diagnose and resolve client issues.
• Maintain strong accuracy when dealing with client records, documents, and service requests.
• Look for ways to improve processes and enhance the overall customer experience.

Key Responsibilities: Communication and Collaboration

• Communicate clearly, confidently, and professionally with clients, colleagues, and stakeholders at every level.
• Escalate issues when appropriate while still taking ownership of the outcome.
• Work closely with teammates to deliver a consistent, high-quality service.
• Keep the Client Service Manager informed about daily priorities and ongoing activities.

Requirements

Essential

• Background in customer service, client services, coordination, administration, or a similar role.
• Strong spoken and written communication skills.
• Excellent organisation and diary management abilities, including handling several priorities at once.
• Experience dealing with customer queries and resolving concerns in a professional manner.
• Ability to build effective relationships with clients and internal teams.
• High attention to detail and accuracy when working with information, paperwork, and service requests.
• Good problem-solving ability, including sound judgement and informed decision-making.
• Comfortable using Microsoft Office tools and open to learning new systems and processes.
• Able to work independently as well as collaboratively within a team.

Desirable

• Experience in scheduling, coordination, or service delivery environments.
• Exposure to supporting field-based teams or managing appointments and diaries.
• Prior use of CRM or customer management systems.
• Experience in a busy, customer-led workplace.

Why Join Us?

• Join a team that places strong value on customer service and collaboration.
• Take on an important role in shaping a positive experience for clients and stakeholders.
• Enjoy varied, fast-moving work where each day brings different priorities.
• Help improve processes and contribute to the wider customer journey.

Working Hours

The standard schedule is Monday to Friday, 8:00am to 4:30pm. Some flexibility may occasionally be needed depending on business requirements.

Benefits

• Competitive pay, based on experience.
• 25 days of annual leave plus bank holidays.
• Pension scheme.
• Discretionary bonus scheme.
• Employee recognition programme, including Employee of the Month awards.
• Career growth and progression opportunities within a growing organisation.
• Employee Assistance Programme for wellbeing and support.
• Discount portal offering retail savings.
• On-site parking.
• Recreational amenities such as darts and table tennis.
• Fresh fruit available in the office.
• Complimentary tea, coffee, and soft drinks.
• Supportive, collaborative team culture.

Equal Opportunities

The employer is committed to providing equal employment opportunities and makes hiring decisions based on merit, role requirements, and business needs. Consideration is given without regard to age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, race, marital status, medical history, genetic information, or parental status.