Role Summary Under the general direction of the Team Lead and Division Manager, the CX Umbrella Account Manager will be responsible for providing fast and friendly ongoing support to clients during their lifecycle, including review of contracts. Please note that a panel may be formed from this recruitment process to fill other vacancies within our team as they arise. Your day to day The main responsibilities of the role include: Be a key point of contact for contractor clients and provide proactive, fast and friendly support to effectively manage client queries; Ensuring accurate and timely review of contracts and adherence to deadlines; Liaising with contractors and agencies regarding queries; Liaising with our internal technical teams to effectively and efficiently resolve client queries; Contributing to the improvement of our services by encouraging feedback from customers regarding their experience of our service. Completing daily operations activities to achieve consistently positive customer experience and within agreed KPIs;. Identifying and implementing opportunities to streamline and improve operations, processes, and customer touchpoints, fostering an environment of continuous improvement on the CX Team; Playing an integral role in understanding the customer journey within Fenero, looking to improve engagement and communications at all points; Management of customer concerns and escalations to the team lead as required; Adhering to the procedures of our Quality Management and Client Feedback Systems; Collaboration and Teamwork - Works cooperatively with others, contributing to a positive team environment and shared success. Demonstrates "One Team" value by interest in and working effectively with other members of the team and wider company; Progressing Company Culture / Company Contribution - Actively supports and enhances company values and gets involved in company activities, contributing to a positive workplace culture and organisational success; Other ad hoc work as may be needed. Your experience, skills and attributes: Minimum 2-5 years experience working in a customer facing role Energised by working in a deadline-driven, high volume, customer service environment with daily contact with clients by phone and email; Great interpersonal skills with outgoing, friendly personality, excellent verbal and written communication skills; Highly organised individual with great attention to detail, who works efficiently and calmly, prioritises work based on importance, manages time effectively; Demonstrates pride in work and passion for maintaining the reputation of our brand; Ability to work well under pressure in a team environment and to collaborate across teams; Previous experience of the contracting workforce is an advantage; Past experience of people management and team development is a distinct advantage. Personal Development Actively demonstrates a growth mindset, is intellectually curious, embraces challenges, and failures, and learns from what has gone wrong. Takes responsibility for own continuing professional development Attends team meetings, training and business update meetings as required Discuss your own performance with your Manager and attend regular 1:1s and performance appraisal meetings - setting, agreeing and evaluating objectives and key results. Equal Opportunities Fenero is an Equal Opportunity Employer and actively welcomes applicants from all backgrounds. We do not discriminate based on race, age, gender, civil status, family status, disability, sexuality, religion or membership of the Travelling Community. If you have a disability and require accommodations to be made during the recruitment process, please let us know in advance and we would be happy to assist. Health & Safety Ensure a safe work environment and be aware of responsibilities under the Safety, Health and Welfare at Work Act 2005, taking appropriate action in the event of an accident to clients, staff, self or any other person in the workplace. The above list is not exhaustive and other duties may be required of the post holder. This job description will be reviewed in the light of changing circumstances and may be varied in consultation with the job holder and the Company Directors. Skills: Admin Customer Service Attention to detail Communication Benefits: Work From Home EAP Pension Group Life Assurance PHI Paid Holidays