Strictly Confidential

JOB DESCRIPTION

NAME:

JOB TITLE:High Court Client Services Executive

REPORTING LINE:Head of High Court Client Services

START DATE:

PROBATION PERIOD:6 months

General Description of Job:

  • Reporting to the Head of High Court Client Services and taking responsibility for managing and developing relationships with small to mid-tier High Court clients.
  • To deputise for the Head of High Court Client Services and assist with the management and development of relationships with all existing clients within the Group’s High Court Enforcement Division.
  • Undertaking general troubleshooting on behalf of clients and problem solving responsibility as an outlet to the line manager (Head of High Court Client Services) who will delegate to the job holder client related issues in respect ofall operational teams, which require immediate focus and resolution or such matters, which are referred directly to the job holder for resolution.
  • To take ownership and work to resolve issues and problems arising in a timely fashion across all teams including but not limited to Enforcement Operations, Finance, Administration and Transfer Up.
  • To avoid such issues recurring by investigating and establishing the full facts, ensuring corrective action is taken and that there is a watertight and a complete solution or fix in place.
  • Documenting the issue arising, the solution or fix achieved and the communication undertaken with the relevant personnel, line manager, the client and other senior managers and directors as appropriate.
  • To bring tenacity to the process of root cause analysis and expedient problem solving across the division as a whole.
  • As and when required, from time to time, attending client review meetings and trade events and functions.
  • To undertake internal housekeeping exercises in respect of but not limited to Enforcement Operations, Finance, Administration and Transfer Up in conjunction with the High Court CRM Administrator (HCCRMA) and delegating more basic issues to the HCCRMA to resolve under supervision.
  • Interacting with Enforcement and other team leaders and managers to obtain feedback from clients to identify any issues raised and to action appropriately.
  • Attend relevant committee and management meetings as directed by line manager.
  • Liaise with the Head of High Court Client Services, other team members and senior managers/directors to maintain an awareness of client issues and ensure any client related issues which have been reported are resolved to their satisfaction.
  • Escalating any areas of concern to the Head of High Court Client Services, other Heads of Service, Enforcement Operations Manager and the relevant directors as appropriate.
Core Duties & Responsibilities:
Client Relationship Management
  • Take responsibility for the resolution of issues to the satisfaction of the client where usual channels have failed, i.e. via Client Services Assistants or Enforcement Operations teams and escalate to the line manager as and when required.
  • Identify reasons for client dissatisfaction and ensure that:
  • staff involved are aware of the issues raised
  • the relevant operational/administrative manager/s is aware of the matter
  • improvements are put in place by the manager
  • the client is advised of the improvements that have been made
  • the client is content with and benefits from the improvements
  • where appropriate and or necessary, propose cost effective changes to the line manager to address any failings or to improve the service
  • Make proactive outbound follow up telephone calls to clients on an appropriate regular basis to follow up on completed cases etc., and to develop relationships.
  • Arrange and attend regular review meetings (quarterly as an aim) with existing clients to ensure the company is meeting client expectations, maintaining a good working relationship with them and ensuring they are happy with the service provided. Client allocation to be agreed with the line manager.
  • Analyse Operational performance on a client by client basis and identify reasons for variances.
  • Monitor Client issue volume patterns and investigate any anomalies.
  • Complete a summary report of any client meeting for client file records and distribute to the agreed circulation list including the High Court Senior Management Team, other High Court Managers and relevant Directors and ensure action points from the meeting and other communications are followed up and matters resolved.
  • Work with High Court operational and administrative departmental heads and others to ensure that issues raised at the meeting (or outside) are resolved to the satisfaction of the client and that solutions are operationally practical and commercially viable.

Supporting the High Court CRM Administrator (HCCRMA)
  • To work in conjunction with the HCCRMA on a day to day basis to ensure that:
  • A quality control system with monitoring and reporting mechanisms is in place for the work undertaken
  • The CRM system is updated/managed as appropriate
  • The client take on process is followed and achieved
  • Accurate MI reports are issued in a timely fashion to clients/managers
  • Any training and development needs are identified and resolved
  • Any straightforward issues are delegated as appropriate
  • The quality of telephone and written communications is monitored

Reporting: Management Information
  • Preparation and analysis of both detailed and high level reports to illustrate key performance indicators (KPI’s) and management information (MI) based on the data held on both the CRM database and ISIS (Writ Management System).
  • Reviewing such reports with the Head of High Court Client Services, other members of the High Court Senior Management team and relevant directors.
  • Providing reports to the relevant personnel as outlined above and presenting findings to management meetings as and when required.

Business Development
  • Work in conjunction with the Communications, Sales and Business Development teams “CSBD” in respect of High Court services.
  • Initial follow up on leads generated or received, outbound telephone calling to develop relationships and arranging for a sales representative to meet as necessary.
  • In conjunction with CSBD, attend meetings with prospective clients and others to provide opportunities to promote develop and achieve increased and new revenue streams.
  • Identify opportunities for business development in the High Court sector and communicate these to CSBD as appropriate.
  • Support, assist, contribute and/or undertake ‘special projects’ either on own or as part of a team as required by CSBD, High Court Senior Management Team or Executive Director Committee in support of revenue growth objectives.
  • Identify cross selling opportunities to introduce all or some of the Group’s other service lines to prospects and clients.
  • Liaising with Group’s telesales representatives to identify and supply leads.

Other Duties & Responsibilities:

  • Safeguard and take reasonable responsibility for the Health and Safety of employees, visitors, clients and customers and others connected with the business.
  • Attend and assist with exhibitions, shows, seminars, workshops in the UK or Europe.
  • Ensure that the confidentiality and security of data held on behalf of clients or obtained during the course of service provision is maintained and that staff are aware of this requirement and comply with the procedures set down by the company.
  • Assist with the induction and training of new staff as and when required.
  • Assist with the on-going training of staff as required.
  • Any other such duties as directed by a line manager or Director as may from time to time be reasonably required.

Person Specification/Experience Required

  • Extensive experience in administrative and/or operational enforcement
  • Ideally a background in High Court Enforcement or legal debt recovery
  • Experience in managing client relationships
  • Analytical / problem solving skills requiring high attention to detail
  • Strong report writing and verbal communication skills
  • IT literate – proficiency with Microsoft Word, Excel & Outlook
  • Ability to use own initiative and be self motivated
  • Excellent inter-personal and presentational skills
  • Effective organisational skills, proven ability to plan and organise own work and co-ordinate work of others
  • Ability to develop other managers and direct reports
  • Flexible approach and high degree of commitment
  • Commercially awarewith the ability to identify and translate opportunities to revenue.
  • Educated to degree standard or with equivalent professional qualifications
  • c. 5-10 years experience

Signature of Post Holder: ______Date: ______

JD HC CRM Admin By: Neil JinksApril 2013