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About the role
- Client Contracts Administrator responsible for monitoring client issues and ensuring quality standards at LEAP. Collaborating with teams to maintain customer satisfaction in a hybrid working environment.
Responsibilities
- Monitor and track issues raised with the Quality team, ensuring all concerns are promptly addressed and resolved.
- Adhere to established internal processes to efficiently address and resolve escalated client complaints, ensuring a high level of customer satisfaction.
- Respond to contractual requests by reviewing contracts and conducting necessary investigations to ensure compliance and resolve any related issues.
- Collaborate with senior management and key internal stakeholders to investigate and resolve quality-related matters.
- Proactively manage the quality queue, ensuring cases are addressed in a timely and organized manner.
- Prepare for and attend weekly Quality team meetings to review ongoing cases and present findings to the Leadership Team for further direction.
- Drive customer loyalty by effectively meeting customer needs, taking ownership of their satisfaction, and ensuring positive and lasting client relationships.
Requirements
- Experience resolving conflict with internal and external stakeholders, utilising negotiation and communication skills.
- Experience maintaining customer service and customer satisfaction in difficult situations.
- Proven ability to problem-solve.
- Knowledge of dealing with contractual matters.
- Clear Communication when conveying information to clients by phone and email, including communication with internal staff that helps all parties understand what is required as part of the Quality process.
- Accounts Receivable experience would be an advantage, but not essential.
- Outlook, Word and Excel – Intermediate knowledge essential.
Benefits
- Flexible and hybrid working.
- Enjoy an additional paid wellbeing day every year.
- Free gym membership.
- Corporate dental plan.
- Weekly massages in the office.
- Catered lunch and breakfast every week.
- On-site barista.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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