Full details of the job.
Vacancy Name
Senior Customer Operation Administrator, Client Services
Utmost is seeking a Senior Customer Operations Administrator to join our Client Services team in Navan.
In this role, you will be responsible for ensuring the efficient and compliant processing of activities across various product lines while maintaining a strong customer-centric approach.
Key Responsibilities
1. Responding to client requests in a timely and professional manner
2. Triage emails and assigning them to the correct team within agreed SLA
3. Ensure processing of own tasks within agreed SLA
4. Meet personal/client service team targets on call handling SLA
5. Proactive and reactive contact with customers and advisers, plus any other relevant parties via telephone, letter or email to ensure work is processed efficiently and correctly
6. Go the extra mile to engage customers
7. Work closely with other departments to help them better understand clients’ needs
8. Ensure adherence to policies and procedures across the various products and business lines
9. Embrace a risk-aware mind-set and ensure any issues/risks are identified and brought to management attention in a timely manner
10. Portray a mind-set of continuous improvement and innovative thinking
11. Bring ideas and improvements to the table and operate a can-do attitude
12. Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, Removal of waste, Customer effort
13. Use initiative for problem solving and identification of improvement measures
14. Identify opportunities to enhance customer experience
15. Support the roll out of strategic projects and initiatives as required
Key Requirements
1. At least 2 years relevant experience
2. Excellent English plus Italian mother tongue
3. A strong customer services background dealing with external customers
4. Excellent communication and problem-solving skills
5. Exceptional written and verbal communications skills with the ability to work across all departments, clients, and business units
6. The ability to communicate confidently – both through speaking and writing – with colleagues and clients from all levels of an organisation
7. Goal-setting and planning. Well organised and solution-oriented individual
8. Ability to work in a team
9. Ability to promote change
10. Client-centric approach with a focus on creating the best possible experience
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