General Description:
The Client Services Specialist will be responsible for proactively managing an assigned set of
top tier (tier 0 and tier 1) clients to ensure that no more than 5% of the cases age beyond 45
days and act as a strategic partner to their business. This role requires efficiently managing any
assigned client inquiries and requests for expedited services, providing high-touch, premium
support and ensuring timely completion of candidate onboarding to meet client deadlines.
Key Responsibilities:
- Effectively manage and oversee all T0 to T1 cases assigned for comprehensive client
- support.
- Handle client inquiries with a 2hr FRT and expedite requests with a high level of service.
- Proactively manage candidate start dates to guarantee timely onboarding.
- Host regular calls with clients to review the status of open checks and address any
- concerns or questions.
- Conduct monthly audits on a minimum of 2% of cases to identify process errors,
- documenting findings in reports for the Head of Service Delivery.
- Provide insights and support to the Account Management team for all Quarterly
- Business Reviews (QBR) or reporting associated with T0 and T1 accounts.
- Meet proactivity based KPIs on a monthly basis whilst maintaining NPS levels
Qualifications
We're ideally looking for:
- Experience in building relationship with B2B clients
- Ability to think long-term and strategically
- Good problem solving skills
- Able to prioritise
- Knowledge within the background screening industry is a plus
