Client Care Officer

Please note

The information displayed on each job vacancy is received directly from the named employer.

Whilst we (Grŵp Llandrillo Menai) make every effort to ensure they comply with equality and diversity guidelines, we are not responsible for any errors or omissions in the wording used.

Job purpose

To provide an effective service to CCI and their clients.

Build and maintain effective professional relationships with Clients, to improve client retention and increase revenue; by offering CCI’s additional services, increase in referral rate and quality.

The role supports both client satisfaction and operational efficiency through proactive communication and accurate documentation.

Main duties and responsibilities

• Provide an exceptional level of Client Care; email, telephone and attend client premises should a visit be necessary.
• Act as the primary point of contact for assigned clients, handling queries via phone, email, and online portals.
• Conduct regular client care calls and follow-ups, using internal checklists to ensure all account and service issues are addressed.
• Coordinate with internal teams (Collections, Legal, CPO) to ensure timely resolution of client issues and escalations.
• Prepare and participate in client review meetings, contributing performance insights and service updates.
• Monitor client feedback and satisfaction, escalating concerns and contributing to service improvement initiatives.
• Support onboarding of new clients, including setup of access, documentation, and initial service briefings.
• Assist in the preparation of monthly and quarterly reports, including collection performance and service metrics.
• Ensure that you adhere to all KPI’s set by your manager.
• Ensure that all client complaints are recorded according to the client complaints process.
• Embrace industry best practice, whilst promoting efficiencies and improved methodologies for inputting data. A commitment to innovation is welcome.
• Manage your workload to ensure all processes are efficient and any backlogs are cleared within a timely fashion.
• Record, input and categorise data accurately via computerised and manual systems.
• Liaise with clients regarding their expectations and requirements; identify potential sales opportunities and act upon them.
• Conduct regular quality and accuracy assessments for CCI and their clients, feedback to Manager, Senior Management and Directors.
• Prepare and send automated / manual reports to clients at the frequency requested.
• Identify cost saving efficiencies and always act in the best interest of CCI.
• Liaise with your manager regarding any training needs to assist with your daily work; keep abreast of compliance regulations.
• Liaise with all other departments to ensure the smooth running of CCI and best practices.
• Assist with the training of best practice in Client Care to all employees in the department and company.
• Maintain a tidy and safe working environment compliant with Health and Safety Regulations.
• Carry out such further reasonable tasks when delegated to you by the Directors/ SMT and your line manager.
• Excellent communication skills – oral and written.
• Attention to detail in all aspects of work and accuracy in documentation and data entry.
• Strong team player.
• Confident and pleasant personality, in handling client calls and presenting updates.
• Sound judgement.
• Ability to work towards targets, with the ability to work collaboratively across departments and manage multiple priorities.
• Familiarity with debt collection processes and terminology is desirable.
• Ability to be polite and compassionate without lacking confidence.
• Performance Indicators
• Client satisfaction scores and feedback.
• Timeliness and accuracy of updates in CRM.
• Resolution time for client queries.
• Participation in client reviews and internal briefings.
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