CMP was established in 1989 as the UK’s first independent Workplace Mediation Company. We provide employers and their people with world-class HR and ER services and allied training.
Due to continued growth, we are looking to recruit a Customer Success Administrator to look after our Contracted Clients within our Operations department, reporting to the Customer Success Lead. This is a full-time, permanent role based in our Bassingbourn offices.
The Customer Success Administrator will support the Services team within the Operations department to coordinate all service delivery activities by acting as the liaison point between Clients, Associates, Client Relationship Managers and the Customer Success Lead.
Key Responsibilities
Project Coordination
1. Supporting all areas of project coordination for our contracted clients, including:
1. Acting as a point of contact alongside the Customer Success Lead for contracted clients, Team Leaders and Client Relationship Managers,
2. Acting as an operational point of contact for investigation services from our contracted clients
3. Setting up projects on required systems
4. Ensuring all case information received by the client is complete and accurate and liaising with contract leads and the CSL to appropriately allocate Associates to casework
5. Maintaining information on the availability of Associates and using this information to allocate/deploy work appropriately in line with the contractual KPI’s and escalating to CSL and Contract Lead any issues or risks due to resource challenges
6. Reporting to the CSL on changing aspects of delivery, including dates, size of project, volume of project
7. Ensuring all stakeholders have access to the required and correct documentation at all stages for delivery and evaluation
8. Ensuring weekly reporting is updated, accurate and distributed in line with contractual requirements
2. Supporting the Services team to ensure monitoring of current contracted client investigations and escalating to the Customer Success Lead for over/under delivery
3. Supporting with the closing down of projects, collecting and collating feedback from all stakeholders
4. Working with the CSL and CRM to produce contract performance data in line with contractual requirements
5. Inputting data into systems and databases which includes evaluation data and confidential Equalities data
6. Liaising with the Finance department at project close-down, including the raising of pro forma invoices in line with case delivery, confirming purchase orders and confirming payment being made
7. Checking and approving Associate invoices against timesheets on the relevant systems and platforms
8. Attending client meetings and reviews where necessary
9. Attending Associate days as required
Compliance
1. Adhering to and working in accordance with agreed Company policies, procedures and practice, inclusive of Health & Safety at Work requirements and Equal Opportunities
2. Ensuring compliance with our Information Security policies, identifying if/when stakeholders need additional support to remain compliant with ISO27001 and CE/CE+
3. Complying with company document management system and version control
4. Adhering to company brand in all correspondence and materials delivered by the company, by applying consistent, marketing-approved templates for all activities
5. Developing and maintaining a positive relationship with clients and their staff, as well as with CMP Associates
Person Specification
1. Ideally 2 years of providing administration of a business-to-business service delivery
2. Experience of using CRM databases, such as SalesForce is preferred but not essential
3. Excellent verbal and written communication skills with attention to detail
4. Excellent Microsoft software skills – including Word, Excel and PowerPoint.
5. Self-motivated with the ability to work well in a fast paced, dynamic team environment
6. Ability to engage with all Stakeholders in a confident and professional manner