Key Responsibilities
Inbox & Queue Management
- Manage the Client Feedback Outlook inbox, responding promptly to emails from Assignment Teams, CFCs, and clients.
- Monitor and manage the CF Queue and Manual Load Balancer.
- Handle batching of surveys, including manual batching outside the automated process.
- Address special handling requests and survey date postponements to accommodate additional projects.
Stakeholder Liaison
- Serve as a liaison between Assignment Teams and CFCs for coordination of items outside the automated system.
- Attend regular CFC calls to stay aligned on feedback processes and updates.
- Communicate effectively via email, Slack, and phone calls.
Training & Guidance
- Guide Search Teams on the CF system, particularly the batching process.
- Publish and lead all CF training sessions.
- Provide individual training for Project Coordinators (PCs) upon request.
Reporting & Invoicing
- Generate monthly CFC invoices and send to Accounts Payable (Rowena) for processing.
- Email invoices to CFCs for their records.
- Compile and distribute Client Feedback reports and summaries, including detailed and summary-level insights.
Required Skills & Attributes
Soft Skills
- Exceptional attention to detail and organisational skills.
- Ability to work independently and exercise sound judgement.
- Strong communication skills across all levels of the firm and with clients.
- Patience and adaptability to learn and navigate a system with quirks and complexities.
Technical & Functional Skills
- Familiarity with Outlook, Slack, and other MS office tools.
- Comfortable running queries and generating reports within Excel and other tools.
- Experience with training delivery and stakeholder engagement.
- Interest in leveraging AI and data analytics for process improvement.
