Strictly Confidential

JOB DESCRIPTION

NAME:

JOB TITLE:High Court CRM Administrator

REPORTING LINE:Head of High Court Client Services

START DATE IN ROLE:

PROBATION PERIOD:6 months

General Description of Job:

A member of the Client Relationship Management (CRM) Team within the High Court Division supporting the senior managers on the team.
The central point of contact for clients, colleagues and other contacts interacting with the High Court Division and particularly the High Court CRM Team.
Providing administrative support, managing diaries and undertaking special projects on behalf of the other members of the Senior Client Relationship Management team.
Acting as the first point of contact and an overflow for communications received by the account managers and dealing with general enquiries directed to the team and Division.
Communicating by telephone, email and letter with all stakeholders and handling such communications in the absence of the managers.
Under the supervision of the Head of High Court Client Services, manage, operate and update on a day to day basis the Group’s Client Relationship Management (CRM) system/database on behalf of the High Court Division to ensure that at all times detailed and up to date records are kept in relation to all clients, contacts and prospects and of the activity undertaken.
Managing on a day to day basis the client take on process to ensure clients are fully aware of the features of our High Court enforcement service and making arrangements for clients to take advantage of such features. Monitoring instructions expected and received to ensure that matters proceed efficiently and effectively.
Taking responsibility for the production of standard and ad-hoc client reports and undertaking reviews of client caseloads in order to identify any issues.
Work with and support the Business Development and Communications teams as and when required in marketing the Group in general and the High Court division in particular. Work with and support these teams and others as and when required in the development of further business with existing client relationships and new business with prospective clients.
Attend relevant committee and management meetings as directed by line managers.
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 recorded and resolved to their satisfaction. Escalating any areas of concern to the Head of High Court Client Services.
Core Duties & Responsibilities:
CRM System Administrator/Co-ordinator (High Court)
  • To input data, administer and co-ordinate the Group’s CRM system/database and take responsibility for the accurate input of data held under the management and supervision of the High Court Client Services Executive who will direct activity and act as a quality controller and job holder to ensure that:
  • A proper and complete record is kept of all clients/contacts details
  • Any activity with clients/contacts is recorded on the system
  • Records are added and updated in a timely manner
  • An accurate record is kept of all client information held
  • The sales pipeline is managed and action taken as directed
  • Liaising with nominated personnel who are to make contact with clients
  • Contact requests are passed on to the relevant or appropriate sales or client services representative, director or senior manager.
  • Reports are provided as to the data held as and when required
  • Any lack of information, anomalies, discrepancies or failure by relevant employees to co-operate in order to keep the system/database up to date are highlighted to the line manager/senior management.
  • Inputting and extracting data from CRM as instructed or required to do so.

Client Take On Process
  • Liaise with the Sales and Administration teams to confirm details of all new clients and in conjunction with the account manager ensure that:
  • The standard welcome pack is issued to all new clients including welcome letter/email, client take on checklist, service level agreement, a list of key contacts, briefing note and transfer up guidance notes.
  • Upon receipt of completed client take on checklist, communicate details to MJ and other managers to confirm client’s requirements, for example, for email communication, frequency of reporting, BACS payments etc.
  • Contact client to confirm arrangements in place and provide any login details for online systems and further information or guidance required.
  • Follow up any clients who do not respond to the welcome pack within a reasonable period of time in order to confirm receipt and to chase for the return of the client take on checklist
  • Client accounts/codes are set up correctly and in detail.
  • MI report is kept to confirm details of all new clients, to track that the welcome pack has been issued, to monitor and chase for return if appropriate, also recording details of the clients contact details and requirements for ease of reference and upload details to CRM system.
  • Act as an expeditor to monitor and track the progress of both expected and received instructions from the work being promised to receipt, through the transfer up process, writ issue and enforcement. Keeping clients fully informed at all times.
  • Managing online access login details and relevant requests for the same.

Reporting/Reviews
  • Preparation, issue and analysis of standard and ad-hoc client reports. Ensuring that reports are issued at the agreed frequency and reviewed prior to despatch.
  • Reviewing such reports with the 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.
  • Reviewing caseloads per client to identify and highlight to the senior management any issues and suggesting improvements and actions to be taken.
  • Producing on a weekly basis the entries report to highlight any drops in volumes each week.
  • Producing on a weekly basis the CRM writ entries report and uploading volumes to the CRM system.
  • Producing on a monthly basis the client MI reports and circulating to the relevant clients.

Business Development
  • Work in conjunction with the Communications and Business Development teams “MSBD” 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.
  • Support, assist, contribute and/or undertake ‘special projects’ either on own or as part of a team as required by MSBD, High Court Senior Management Team or Executive Director Committee in support of revenue growth objectives.
  • Liaising with Group’s telesales representatives to identify and supply leads.

Other Duties & Responsibilities:

  • Managing front of house, meeting room requests and parking facilities via a diary system.
  • Dealing with any requests for catering or other facilities required for the meeting rooms.
  • Organising meetings and taking and circulating minutes of meetings when required.
  • 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 and ongoing.
  • 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
  • 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
  • Flexible approach and high degree of commitment
  • c. 5-10 years experience

Signature of Post Holder: ______Date: ______

JD HC CRM Admin By: Neil JinksApril 2013