Catalyst Recruitment - People + Progress

Client Relationship Specialist

£20,000 to £25,000 / Newcastle upon Tyne / Jan 23, 2019

Our client is an award-winning and market-leading North-East based software house, highly focussed on the importance of digital transformation, mobile technology and user experience. With an impressive portfolio of clients and strong recent growth, they are currently looking to appoint a Client Relationship Specialist to their team.
Focusing on creating digital platforms, products and experiences for its clients and their customers, this is an exciting time to join this company that is committed to ensuring that their clients always achieve the maximum benefit from their expertise in providing leading digital software solutions.
For this key role, you will operate as the main link for supporting the company’s clients and their internal teams, utilising your fantastic interpersonal skills to inspire confidence and build strong and lasting relationships with all clients you come into contact with.
Your primary focus will be to respond to, record and ensure the successful resolution of all incidents and requests for support reported by our clients – within agreed and contracted service levels.
Key responsibilities:
  • Respond as the first point of contact for support requests to all clients, in a pleasant, courteous and professional manner, inspiring their trust in you and the company;
  • Using a supportive and friendly manner, clarify and understand client requirements / issues and effectively translate these for input into the online support system, using an appropriate level of detail to enable the support teams to be able to successfully resolve the issues or fulfil the request;
  • Effectively utilise the defined support process for the accurate logging, tracking, and resolution of reported incidents;
  • Carefully monitor the status of response and resolution times and targets for all tickets logged within the support system, promptly and proactively escalating items that are approaching their agreed service levels in order to obtain updates for clients and keep them fully aware of progress being made;
  • Liaise effectively with all internal and external stakeholders, with your prime focus on keeping clients informed and happy at all times.
To be successful in this role, you will:
  • Have superb oral and written communication skills;
  • Have an engaging, efficient and lively personality, along with the ability to inspire trust and build lasting customer relationships;
  • Be aligned with the company ethos of honesty, integrity and pride;
  • Be proactive with a positive ‘can-do’ attitude and desire to succeed;
  • Be confident and efficient, with natural organisational, influencing, negotiating and interpersonal skills;
  • Believe in always putting the customer first;
  • Have solid experience of performing a customer relationship role in a similar service-delivery based organisation, able to provide examples of building strong bonds and partnerships;
  • Have the ability to elicit details of reported technical issues clearly and concisely for non-technical audiences and vice versa;
  • Have excellent understanding of Microsoft software applications;
  • Be willing to help in any given situation, good at seeing the bigger picture, anticipating problems or issues and always be working to resolve anything needed;
  • Be highly professional with clear integrity of approach;
  • Be self-motivated and able to work effectively on your own or within a team;
  • Have a high standard of personal presentation
This is an excellent opportunity to work in a dynamic and forward-thinking organisation which is proud of its strong technical background.  They really are a friendly bunch and take pride in their ability to attract and retain the best staff.

Please note: High levels of interest mean we will only contact you if your application is shortlisted and this will happen within five working days.  You must also be eligible to work in the UK.

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