Client Services Specialist UK in London

Join Us at PSI - Where You Belong, Grow, and Thrive! At PSI, we believe that people achieve their best when they feel they truly belong. That’s why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience. We’re proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you’ll feel the difference in how we work, grow, and succeed together.

What You Can Expect From Us - We know that great work starts with feeling valued. That’s why we’ve benchmarked all our roles against local market rates and why you’ll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.

About the Role

The Client Services Specialist is responsible for daily operational tasks relating to the administration and implementation of examinations for PSI clients, as well as assisting department directors and leadership with projects and deliverables related to specific client assignments. This role is a full-time, permanent position requiring a fixed eight-hour shift during general office hours, Monday to Friday. The role is typically remote but can be performed in office.

Role Responsibilities

• Provide daily customer service support to PSI clients as well as perform assigned duties.
• Acting as a subject matter expert of Client Services department processes and client business rules.
• Contribute to the development of internal knowledge bases, FAQs, and process documentation to streamline client support operations.
• Participate in Partner Discussion Calls with assigned clients as needed.
• Follow documented processes to triage cases from our CRM program and either resolve or assign the cases.
• Create and pull reports on varying and set schedules as well as import client data.
• Assist and collaborate cross-departmentally regarding daily operational tasks, client relationships and issue investigation.
• Develop and retain an understanding of current proprietary software(s) and client platforms.
• Exhibit a sense of urgency and accountability when responding to client issues, concerns, and requests via case management system.
• Understand and ensure client goals and SLAs are met.
• Attend internal and/or client facing meetings as appropriate.
• Review and suggest process and technology updates to improve efficiencies and eliminate redundancies.

Knowledge, Skills and Experience Requirements

• High school diploma or equivalent educational level expected. Some college preferred.
• Ability to problem-solve, analyse situations, provide resolutions, and follow documented procedures.
• Minimum 2 years of experience in customer service, client management, and/or technical support is required.
• Experience handling high-profile or complex client accounts, including conflict resolution and escalation management is preferred.
• Experience in the testing industry preferred.
• Knowledge and proficiency in Microsoft Office and CRM systems.
• Must have excellent time management and customer service skills.
• Ability to build strong relationships with internal teams.
• Ability to navigate multiple software platforms, troubleshoot client issues, and contribute to process optimisation initiatives.
• Strong written and verbal communication skills, with experience drafting professional client correspondence and process documentation.

Benefits & Culture

Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:

• Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions.
• Generous Time Off: Enhanced paid time off/annual leave policies.
• Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:

• US: Dental, vision, life, and short-term disability insurance.
• UK: Medical cashback plan including dental, vision, and income protection.

At PSI, we’re more than just a workplace - we’re a global team driven by shared values and real impact. If you’re ready to be part of a company that’s committed to your growth and well-being, we’d love to hear from you.