Description
Client Services Executive - LexisNexis
Role Profile:
The Client Services Executive (CSE) in this role is responsible for the day to day running of our Find a Chartered Accountant (FaCA) product, website and directory. FaCA was launched in Jan 2013 in partnership with the ICAEW.
The CSE will also work on other online & offline Tax products and on ad-hoc projects developing the digital Tax product portfolio
Key Responsibilities:
The Client Services Executive (CSE) is responsible for maintaining the relationship between sales, order fulfilment, customer services and customers for our Find a Chartered Accountant (FaCA) product.
The CSE will work closely with the Online Development Manager to ensure that the CRM system is up to date, customer orders are processed, the FaCA database is maintained/improved upon and that any system changes are communicated to all relevant parties.
The CSE will liaise with various internal departments to ensure that service levels are met (eg marketing, data maintenance, sales, order fulfilment).
The CSE will also be providing assistance to the other Tax CPD products within the business.
- Understand and maintain the FaCA CRM system
- Provide the telesales team with required data sets
- Conduct on-going quality checks
- Provide support to the marketing team; data, administration, help with customer queries, etc.
- Provide Management Information reports/statistics cyclically and on demand.
- Liaise with customers about the accuracy/benefit of their listing in the FaCA directory.
- Liaise with the ICAEW Business Advice Service team to ensure that their needs are met and they are happy with the service being provided.
- Help to coordinate/test online and Back Office developments via an external development team.
- Understand and communicate interdependencies between separate projects in order to optimize resources and improve the efficiency of the organization
- Be able to quickly evaluate and incorporate changes and communicate impacts to customers
- Meet with product/project stakeholders to provide progress reports and insight/analysis
- Solicit feedback, evaluate and incorporate as appropriate
- Identify and makes recommendations for improvement to existing processes and procedures
- Work closely with development to rectify system issues
- Expected to undertake other duties
Specialist Knowledge/Skills Required
- Graduate level or equivalent
- Strong interest in data quality
- Close attention to detail
- Proven ability to deliver results in a dynamic environment with changing and multiple priorities
- Familiarity with CRM/CMS systems and data maintenance
- Strong spoken and written communication skills
- Experience working directly with customers
- Proven problem solving ability
- Ability to build and maintain positive rapport with colleagues and stakeholders at all levels
- Ability to work effectively through others and interface persuasively with other individuals throughout the organization
- Pragmatic, self-directed and self-disciplined
- The versatility to work on several projects at once and prioritize their own time.