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Job Title: Client On-boarding Executive
Location: Milton Keynes, United Kingdom
Hybrid working model: 3 days in the office and 2 days working from home
Purpose of the role
To build effective relationships with clients which ensure that every experience meets their aspirations and delivers on our premium service expectations
Responsible for the scheduling of initial audits, ensuring seamless coordination between the auditor and client- considering logistics and qualifications
Ensuring clients receive regular calls to maintain the focus on the achievement of their certification and successfully complete their application process overall
To liaise with Sales to manage the onboarding of new clients. Developing collaborative relationships with Sales and Operations teams
To support with Complaint Resolution and minimise New Business Attrition. Work with sales to review and retain as many applications as possible, and where attrition occurs, make sure that this is fully detailed and processed correctly
Key Responsibilities & Accountabilities:
Manage key aspects of new client applications, onboarding, and scheduling
Build relationships with Sales to ensure onboarding of new clients is smooth and effective for the client journey
Conduct capacity planning and auditor scheduling, through Common Operating Model, to ensure profitable, cost-effective and timely delivery of audits and planning of new & existing clients
Complete daily workflow-driven activities to ensure all tasks are completed on time
Monitor individual KPI performance and ensure relevant targets are achieved and exceeded
Promote and identify new client opportunities and raise with sales as per agreed internal processes
Assist with client enquiries, both external and internal, and respond promptly
Collaborate with Operations Manager on the best use of auditors to effectively deliver work and utilisation targets
Provision of support in the induction and training of new employees
Participate in the periodic team meetings and contribute to the monitoring and improvement of planning performance, through the provision of data related to the main KPIs and implementation of necessary actions
Ensure client information is up-to-date and carry out regular data clean-up
Ensure effective communication with Finance in relation to planning of “debtor” clients’ audits or pre-pay clients
Undertake specific ad-hoc project work as required
Adopt a team approach to working both within own group and with other teams and functions within the department and other areas of the business
Key Dimensions
Responsible for establishing effective relationships with Operations, Sales and all new business clients
To provide excellence in customer service by taking proactive ownership of the service delivery role
To utilise all available resources and planning tools to ensure maximum delivery potential
Achievement of KPI’s
Identify opportunities for new business
Engage in all areas where the client’s application with BSI is considered to be at risk
Travel requirements:
1. Occasional travel may be necessary
Language requirements:
2. Business English, other languages desirable
About Us
BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.
BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.