Customer Operations Advisor
Contract: Full-time, Permanent (Mon-Fri 9am - 5pm)
Location: Norwich / Hybrid (3 days in office)
Benefits: Pension, Health Plan, 5 weeks' holiday, plus birthday day off, plus 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.
About us
Operating in the UK since 1993, Citation ISO provides professional consultation and support for Organisations that require a hassle-free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for almost 30 years, with the aim of 'making businesses better'. Our growth plans are ambitious, and we're part of the private equity-owned Citation Group. Our customer base has grown significantly over the past few years, and this growth will continue - that's where you come in.
About You
For this role, you will need the following key skills & attributes:
* Previous demonstrable experience of delivering to KPIs, with a background in administration, customer service or support.
* Your accuracy is a key strength.
* You will have a passion for delivering exceptional service to customers and colleagues.
* Motivated and resilient, adaptable, strong organisational skills with the ability to multitask/prioritise appropriately
* You will love to build great relationships and build rapport easily, creating strong relationships with customers and colleagues using a collaborative manner to achieve desired results. Excellent listening and negotiation skills, along with good verbal and written communication skills
* Ability to understand and retain complex procedures.
* Natural problem solver and decision-making skills
* You will have a high level of attention to detail and commitment to quality
* Can do attitude
* Computer literacy, including strong knowledge of Word, Outlook and Excel
* Previous experience of working CRMs advantageous
* Knowledge of ISO Certification advantageous, but not essential
Purpose of the role
The primary function of the role is to quote, contract and process existing client requests for mid-contract changes, including issuing new contracts and addenda in a timely response.
Key tasks:
* Mid-Contract enquiries; handling client queries who are already in contract, including advising on new account set up, any one-off services needed and ongoing audit requirements, quoting contract fee amendments, issuing new contracts or contract addenda and updating all relevant systems/departments with relevant changes
* Contract Addendums: produce relevant client contract(s) and manage an accurate, timely return from client and update all relevant systems/departments with relevant changes
* Process File checks of new sales; o Check all new sales approved for Citation BDM, Citation GIST and Norwich Sales to confirm that all relevant paperwork has been completed accurately and that Salesforce CRM and Filemaker records have been created correctly.
- Confirm data accuracy by cross-checking contract values and relevant discounting with current Price Books. Confirm ASCB suitability by cross-checking new service form output versus reasons for seeking document, ensuring relevant problem resolution emails are retained on Salesforce. o Once all criteria have been met, create all relevant client files, documents, and Manager approve for Diary Management to be able to schedule appointments.
* Work with Managers to resolve issues; Work with GIST Manager to resolve any queries associated with Citation GIST sales. Work with the Head of Sales to resolve any queries associated with Norwich and BDM sales.
* Novation Agreements; produce Deeds of Novation and manage an accurate, timely return from client and update all relevant systems/departments with relevant changes
* Change of Certificate Details; email Change of Certificate Details forms to the client, once receive,d process of pass to 2nd Line team for further review (i.e.
change of cert scope)
* Handle customer enquiries IVR option; ensure timely response times and aim to resolve queries on first contact
* Live chat; provide live chat support
* Customer communication; maximise the use of technology to ensure that customer contact is timely, professional and meets customer expectations e.g. live chat, email, etc.
* Customer enquiries; progression of customer enquiries workstream, including sales and ISOMentor inboxes to ensure timely response, achieving internal targets and KPIs.
* Client feedback; proactively help gather customer feedback data and report trends to Customer Operations Manager regarding the service provided, in order to ensure our customer journey continues to improve.
* Personal development; ensure your own continuous professional development by keeping abreast of current retention and development techniques and trends
* Any other duties as required
Key Skills:
* Motivated and target-driven with a proactive, can-do attitude
* Strong attention to detail and confident handling data
* Good communication skills (written and verbal)
* Organised and able to manage multiple tasks effectively
* Quick to learn new systems, products, and processes
* Comfortable working cross-functionally in a team environment
* Basic proficiency in Microsoft Word, Outlook, and Excel
* Experience using CRM systems (Salesforce desirable)
* Reliable, adaptable, and ready for any challenge