Create Alert

Client Success Champion

Apply now »

Date: 7 Feb 2025

Location: MEX, MX USA, US Houston, TX, US, TX 77042 Monterrey, MX, 66269

Company: LRQA

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.

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:

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.

You will be proactive, use your initiative and show us your entrepreneurial spirit, find ways to improve how we do things and take care to avoid errors.

You will be a natural problem solver with a strong client-focus, able to work in a dynamic, fast-paced environment across multiple systems and platforms.

Have a willingness to learn and be curious, open to exchanging ideas and see things to resolution.

Work well within a team, a positive outlook, be engaging, collaborative and have the resilience to adapt to whatever changes come your way.

We want you to be part of the team who will be the driving force behind delivering market leading client experience.

Role purpose:

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 co-ordinating input from across the business so that you can keep our clients aware of progress through regular updates.

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 SLA’s.

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 so that we go the extra mile, creating a one team mindset to deliver the best client outcomes.

Log issues using internal systems, escalate unresolved queries and follow-up with relevant departments, identifying effective triage routes to enable fast resolution.

Managing a queue of work across regions, performing handovers to other teams where required

Track all client queries/requests against our key KPI’s, escalating where required.

Be proactive and identify innovative ways to improve the client experience.

Maintaining and updating a “knowledge pool” of typical client requests to build on the effectiveness of client responses and providing the business with data to identify root causes of issues.

Ensure that all client queries are captured fully and accurately using case management applications.

Communicate outcomes to clients simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.

Undertakes relevant project work and additional responsibilities as appropriate and agreed

Key health & safety responsibilities:

Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, communicating results of risk assessments, and ensuring health and safety is considered in the planning and execution of all LRQA activities.

Manage your own, and your team’s, compliance with health and safety rules, instructions, systems and legal requirements to ensure employees are suitably trained and adequate resources are available to work safely.

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 with the ability to identify where things have gone wrong to initiate resolution.

Resilient – whilst this job is incredibly rewarding it requires tenacity and an ability to break through issues to resolution

Must be both process-oriented and flexible. This is a high-paced environment and the ability to think-on-your feet, come up with creative solutions and solve problems as they arise is critical.

A passion for giving the best advice to every client you speak to through empathy and advocacy to gain their confidence through technical expertise

Demonstrates a “can do” attitude and is solution orientated

Ability to manage multiple tasks simultaneously, prioritising and working to KPI’s to effectively deliver to tight deadlines

Ability to quickly adopt and utilise new systems, tools and ways of working

High learning capacity to build on technical knowledge of our products and services

Is open and adaptive to change and shows a flexible attitude to meet the needs of our clients

Good stakeholder management skills, tenacity in resolving issues and holding others to account

Excellent communication skills in both written and verbal English; Regional languages where appropriate

Ability to seek improvements to ways of working and systems

Excellent investigation skills and ability to analyse information quickly and effectively

Team player able to positively influence team members in achieving core business aims and values.

Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.

Our Values:

Expertise

We value our experience, specialist knowledge, and pioneering history within the industry. But we also never stop looking for ways to learn and improve in the future.

Integrity

We always do what’s right, in the right way and continually measure our actions and their outcomes against rigorous criteria – both those of stakeholders and our own.

Ambition

We are industry leaders because we combine technology and innovation with the expertise of our people. We help our clients be the best they can be, by being the best we can be.

Vision

We support our clients in the present and prepare them for future success, by using our sharp understanding of social, environmental, technological, and commercial changes to work towards a safer, cleaner, more sustainable future.

Togetherness

We respect the unique skills, expertise and backgrounds of our people and the inclusive culture they create. We believe teamwork and collaboration – internally and with our clients – are the best way to achieve our mutual goals.

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).

Apply now »