Customer Services Administrator

Job ID:40093
Location:Birmingham : 1 Trinity Park : Bi 
Position Category:Administration/Business Support
Position Type:Employee Fixed Term

Who are LRQA?

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.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role Purpose

Inspection Services provides industrial manufacturing inspection and certification services to all sections of the supply chain around the world.  We support clients in mitigating the risks they face throughout the manufacturing process, whether during design, manufacture, assembly of product components, the production of prototypes, or when seeking type approval or project certification. Our services are designed to support clients throughout all aspects of the industry.

As client support advisor, you will ensure a positive customer journey by providing relationship management support as a named advisor across the whole client lifecycle, from planning through to invoice.  You will work with colleagues within the central service delivery support team, to ensure that your time is dedicated to client support, and back-office activities are managed by the central team.

Key Responsibilities

• Prioritise, plan and ensure completion of all customer activity from planning through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilisation for FTE colleagues vs subcontractors is optimised and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).
• Utilise the time spent with your clients to maximise sales through service – focus on transactional sales by identifying and successfully pursuing potential repeat purchases, contract renewals etc
• Ensure effective and timely invoicing of accounts and that systems are updated with the right notes and purchase order.
• Champion customer needs and manage/ anticipate customer complaints to support a positive experience.
• Share operational issues as appropriate.
• Ensure accuracy and completeness of data in our systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs, to support smooth delivery of resources and invoicing.
• Build and maintain excellent relationships, ensuring contractual requirements and customer expectations are understood. 
• Respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager.
• Carry out tasks at the request of people managers and actively contribute to team meetings and initiatives.
• Liaise with and provide support to other team members, departments and offices, as may be required.
• Develop an understanding of Inspection products, services, systems and processes.

The successful candidate should be able to demonstrate the following:

• Experience in client facing role 1-2 years (preferred).
• Fluent in English both written and verbal.
• Excellent IT skills including SAP/Power BI etc. (preferred)

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 because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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