Client Support Partner.

Location:  UK home-based

Every year, across the UK, more than 242 million working days are lost to sickness absence, with an estimated annual cost to the economy of £29 billion. In our position as the UK’s leading absence management provider, it is GoodShape’s goal to tackle this issue and help organisations, both big and small, to manage and reduce absence. Our track record in doing so is our biggest asset when it comes to promoting the GoodShape service, with our clients seeing an average absence reduction of 21.2% in their first 12 months.

Building on this success, GoodShape has ambitious growth plans for the coming years, including the increased coverage of existing services, the launch of new services, and expansion into new territories.

 

About the role

We seek a dynamic Client Support Partner with strong inter-personal skills and a passion to provide excellent service to join an experienced team. Focusing on supporting our clients with all service and data queries, the role is varied from day to day and requires someone who can work independently and manage multiple tasks effectively. In the role of Client Support Partner, you will act as an ambassador for GoodShape ensuring that our values are upheld in everything that you do and embracing promise-based culture.

 

Relevant Experience and Skills

The role holder is expected to be able to demonstrate the following experience to ensure that they will be fit for the role and able to carry out its duties:

  • Working in a fast-paced client delivery environment
  • Day to day handling of client requests, via email or telephone
  • Working to and achieving service delivery targets
  • Using an internal database system and providing first line support for clients

 

Key Responsibilities:

Client focus:

  • First point of contact for line managers with regards to absence and system queries
  • Support the Account Managers in all aspects of key sponsor account management and service delivery, which includes but is not limited to; attending client meetings, retention focus with query and issue resolution and continuous improvement initiatives.
  • Provide client training where required on how to use the GoodShape system
  • Respond to client queries within the agreed timeframes

Service delivery:

  • Work with Client Support Manager on distribution of tasks within the Client Support inbox and take ownership of assigned workload
  • Manage level 3 service tickets from Service Centre, responding to the client and providing a resolution as per the service level agreement
  • Raise GoodShape helpdesk tickets on behalf of client and manage the ticket through to resolution
  • Monitor client data quality on GoodShape system and support clients with data uploads, such as staff in post reports, hierarchy changes and unassigned employees
  • Update the service configuration for clients as required, for example amending alerts or notification users
  • General query resolution, which includes but is not limited to; system log in issues, merging absence records and building shift patterns

Additional tasks:

  • Support the invoicing process by working closely with client to improve their data quality
  • Produce Management Information reports as required outside of the data created by the MI Specialist team
  • Update and maintain internal client intranet page, which provides key information for the Service Centre
  • Provide client training where required.

 

Relevant Skills and Experience:

We are looking for a motivated, passionate & well organised Client Support Partner to join our Client Services Team with responsibility of supporting our client base in managing the accuracy of their data and troubleshooting any issues.

  • Strong communication skills and ability to build rapport both internally and externally at all levels
  • Ability to effectively identify tasks and issues requiring attention and prioritise workload
  • Self-motivated and target-driven to strive to deliver beyond what is expected
  • Solution orientated, always looking to improve and not afraid to challenge the status quo
  • Excellent team worker, supporting colleagues and sharing best practice
  • Good data analysis skills with knowledge of all MS applications
  • Acquire and maintain detailed knowledge of GoodShape’s systems

This is by no means a definitive list, and from time to time the role may require the individual to support, drive and undertake tasks which fall outside of the formal job description.

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