Senior Client Services Administrator

1 week ago


Dublin, Dublin City, Ireland Utmost International Full time

Utmost is hiring a Senior Client Services Administrator within our Customer Operations department in Navan.

Please note, this is a 12-month Fixed Term Contract and is based full-time in our Navan office.

Key Responsibilities
  • Responding to client requests in a timely and professional manner
  • Triage emails and assigning them to the correct team within agreed SLA
  • Ensure processing of own tasks within agreed SLA
  • Meet personal/client service team targets on call handling SLA
  • 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
  • Go the extra mile to engage customers
  • Work closely with other departments to help them better understand clients' needs
  • Ensure adherence to policies and procedures across the various products and business lines.
  • Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manner
  • Portray a mind-set of continuous improvement and innovative thinking
  • Bring ideas and improvements to the table and operate a can-do attitude
  • Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, Removal of waste, Customer effort
  • Use initiative for problem solving and identification of improvement measures
  • Identify opportunities to enhance customer experience
  • Support the roll out of strategic projects and initiatives as required
Key Requirements
  • A strong customer services background dealing with external customers
  • Excellent communication and problem solving skills
  • Excellent English with proficiency in at least a second language (preferably Italian)
  • Exceptional written and verbal communications skills with the ability to work across all departments, clients, and business units
  • The ability to communicate confidently – both through speaking and writing – with colleagues and clients from all levels of an organisation
  • Goal-Setting and planning. Well organised and solution orientated individual.
  • Ability to work in a team
  • Ability to promote change
  • Client centric approach with focus on creating the best possible experience
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