Salary: £28,000 for the permanent role, so £15.38ph plus holiday pay
Hours: Mon -Fri 35hrs per week 9am-5pm (1 hr unpaid lunch)
Location: Houghton Regis, Beds
Purpose of the Client Experience Administrator Role
This role is an essentail one for the team, ensuring the companies clients information is correctly and professionally administered, from the moment of onboarding, and throughtout, to ensure absolute professional accuracy and great service.
You will be supporting the Client Exec team with all administrative duties to ensure ongoing customer engagement, and driving satisfaction across the client base.
The role also involves good, professional collaboration with internal teams (Sales, Operations, Key Accounts, Scheduling), to ensure a consistent and positive experience.
It is a critical role to aid client retention, operational efficiency, and overall customer satisfaction.
Skills & Experience Required
Essential:
• 2+ years of administrative experience in a customer-facing or client services role (preferably B2B or professional services)
• Excellent English verbal and written communication skills with strong interpersonal and relationship-building abilities as there is a lot of phone work and written comms required.
• Full rights to work in the UK on a permeant basis is essential as no sponsorship is given
Skills & Competences
• Highly organised with a methodical, proactive approach to managing tasks and deadlines.
• An understanding of ISO standards and management systems
• Experience working cross-functionally in a fast-paced, collaborative environment.
• Empathy-driven approach with a genuine passion for customer experience and service quality.
Desirable:
• Experience in the Testing, Inspection, and Certification (TIC) industry or a regulated sector - not essential, but great if you know some of the jargon
Responsibilities of the Client Experience Administrator
•you will work alongside the ops team, providing all the admininstrative duties required for new clients,, managing onboarding from start to finish ensuring accuracy and great attention to detail
• Clearly communicate deliverables, and expectations (e.g., welcome packs, documentation).
• Guide customers through onboarding steps including process and query resolution.
• Coordinate handovers between Sales, Key Account Managers, and the Scheduling team for a smooth service transition to ensure meetings dates, diary arrangements all accounted for.
• Support customer queries and act as a consistent point of contact throughout the clients journey.
• Monitor onboarding progress, identify delays, and take proactive action to meet service-level agreements (SLAs).
• Record customer interactions, track feedback, and analyse trends to identify opportunities for improvement.
Responsibilities
• Champion a customer-centric culture and promoting best practices across global teams.
• Collaborate with cross-functional teams to improve customer retention and contribute to bid submissions for existing clients.
• Help maintain and update onboarding materials, Supplier Questionnaires, FAQs, NDAs, and client communication tools.
• Support NPS initiatives and champion the voice of the customer across the organisation.
• Manage end-to-end customer journeys, ensuring seamless onboarding, proactive support, and a high standard of service delivery throughout the client lifecycle.
• Collaborate cross-functionally with sales, operations, technical, and delivery teams to resolve client issues and drive continuous service improvements.
• Support the development of customer experience metrics, dashboards, and reporting tools to track performance and identify areas for enhancement.
So, if you are a person who possesses excellent engagement skills, proven customer care and account management skills, and amazing administrative and organisational skills, then please send your cv to James Newbury Appointments for review.
This really is a rare career opportunity to join an amazing global organization
Salary description
£14.38 - £15.38 per hour