Role Specification
Client Service Specialist
This specification reflects the expected and necessary requirements of the above position within the Client Service Team, reporting to the Client Project & Service Manager.
Job Description
Your key responsibilities and accountabilities will be:
● To be a main point of contact for clients as they configure their Aluminate services, launch to their members, and continue to market and promote to their front-end users
● To ensure that client requests are responded to promptly via the project management system,, and to update clients regarding project timelines, which includes implementing investigation, configuration, and development work
● To summarise and confirm the specification of work requirements and cost quotes, reflecting current costings and anticipated timelines of developer completion
● Oversee investigation of technical inquiries and be able to 'translate' the issue to clients
● To coordinate and conduct client calls in regards to project kick-offs, timeline updates, training, and new feature request walkthroughs
● To correctly follow set processes for implementation, testing, and handover using various services. This includes, but is not limited to:
○ The creation of detailed work tickets for service features, bugs, and improvements
○ To be able to implement client service requests, using either back-end framework systems or the Aluminate platform's admin Build Tools
○ When necessary, the Quality Assurance (QA) of development work tickets
● To review and update client user guides within our published Knowledge Base
● Conduct and keep training up to date
● To identify continuous process improvement and streamlining opportunities
● To monitor system functionality for user experience and information clarity
● To populate and update metrics, as used by the manager for monthly KPI's
Desirable Attributes
Other key attributes:
● To be open-minded and be able to explain functionality from a user's perspective
● Have an eye for detail in regard to quality and analysing the user experience
● The ability to tailor your communication style to suit different client personalities
● To be able to keep calm under pressure
● To be friendly and charismatic to clients
● Excellent IT understanding, including a minimum typing speed of 50 WPM
Job Type: Full-time
Pay: £27,500.00-£32,500.00 per year
Benefits:
* Company events
* Company pension
* Free parking
* On-site parking
* Private medical insurance
* Sick pay
* Work from home
Work Location: Hybrid remote in Suffolk, CB8 7XN