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About the role
What that means day to day
- Updating and maintaining accounts
- Managing suspensions, deregistration, and account status updates
- Issuing certifications
- Conducting pre-audit contact and confirmation
- Managing client non-conformance issues
- Administering pre- and post-audit activities
- Effectively manage client requirements in line with business needs, including date and personal - changes, cancellation requests, and general audit rescheduling (including processing invoices related to client cancellations).
- Collaborate with colleagues and the broader business to address client needs and resolve issues as the first point of contact. Liaise with the Technical Department to ensure necessary technical checks are completed and to resolve client queries.
- Contribute to and develop internal peer-to-peer training within the department.
- Act as the first responder to client issues and complaints, working with relevant departments to re-solve them.
- Maintain a customer-centric, right-first-time approach to all activities and communications.
- Proactively working with customers to provide a tailored and unique experience
- Identifying opportunities to improve the customer journey and supporting with business improvement initiatives to support this.
- Attendance and presentation of KPI’s in the regional field meetings.
- Perform any other duties as assigned by management.
What you’ll need to be successful
- Experience working in a customer support role
- Strong Communication Skills
- Ability to organise and multitask
- Competent with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook).
- Ability to work under pressure and to tight deadlines
What you'll get in return
- A response to your application within 15 working days
- An interview process consisting of:
- An initial discovery call with the recruiter
- A first stage interview via Microsoft Teams
- Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role
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