Customer Service Administrator

CMP was established in 1989 as the UK’s first independent Workplace Mediation Company. We provide employers and their people with world-class HR and ER services and allied training.
Due to continued growth, we are looking to recruit a Customer Success Officer within our Operations department, reporting to the Customer Success Lead. This is a full-time, permanent role based in our Bassingbourn offices. The Customer Success Officer will work with the Services team within the Operations department to coordinate all service delivery activities by acting as the liaison point between Clients, Associates, Client Relationship Managers and the Customer Success Lead.
Key Responsibilities
Contracted Client Project Coordination
Acting as the main point of contact in all areas of project coordination for our contracted clients, including:

1. Acting as a point of contact alongside the Customer Success Lead for contracted clients, Team Leaders and Client Relationship Managers
   
2. Ensuring all case information received by the client is complete and accurate
   
3. Monitoring current investigations and alerting the Customer Success Lead if under/over delivery
   
4. Liaising with the Client Relationship Manager, Contract Team Leader and the Customer Success Lead to appropriately allocate Associates to casework in line with the contractual KPI’s, escalating any issues or risks due to resource challenges to Customer Success Lead and Contract Lead
   
5. Assigning and monitoring quality assurance and associate supervision/mentoring on projects where required
   
6. Reporting to the Customer Success Lead on changing aspects of delivery, including dates, size of project, volume of project
   
7. Ensuring weekly reporting is updated, accurate and distributed in line with contractual requirements
   
8. Closing off projects, creating and sending online surveys, collating stakeholder feedback and disseminating as appropriate
   
9. Monitoring budgets and Purchase Order limits and reporting any issues to the Customer Success Lead
   
10. Checking and signing off Associate invoices against timesheets
    
11. Liaising with the Finance department at project close-down, including the raising of pro forma invoices in line with case delivery, confirming purchase orders and confirming payment being made
    
12. Attending client meetings and reviews where necessary
    Non-Contracted Project Coordination
    
13. Acting as support for all Dispute Resolution services from clients and new referrals
    
14. Coordinating dates and venues, including booking venues as necessary, for parties and Associates
    
15. Maintaining information on the availability of Associates and using this information to allocate/deploy work appropriately in line with the Operational strategy
    
16. Reporting to relevant Stakeholders on changing aspects of delivery
    
17. Ensuring all Stakeholders have access to the required and correct documentation at all stages for delivery and evaluation
    
18. Checking and signing off Associate invoices against timesheets
    
19. Liaising with the Finance department at project close-down, including the raising of sales invoices in line with case delivery
    
20. Attending client meetings and reviews where necessary
    Compliance
    
21. Adhering to and working in accordance with agreed Company policies, procedures and practice, inclusive of Health & Safety at Work requirements and Equal Opportunities
    
22. Ensuring compliance with our Information Security policies, identifying if/when stakeholders need additional support to remain compliant with ISO27001 and CE/CE+
    
23. To comply and work within CMP’s behavioural framework
    Person Specification
    
24. 2 years of providing administration of a business-to-business service delivery
    
25. Experience of using CRM databases, such as SalesForce is preferred but not essential
    
26. Excellent verbal and written communication skills with attention to detail
    
27. Excellent Microsoft software skills – including Word, Excel and PowerPoint
    
28. Self-motivated with the ability to work well in a fast paced, dynamic team environment
    
29. Ability to engage with all Stakeholders in a confident and professional manner