Client Services Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take proactive control of a designated group of top-tier (tier 0 and tier 1) clients.

• Ensure that no more than 5% of cases exceed 45 days in age.

• Serve as a strategic partner for the allocated clients.

• Manage client inquiries and requests for expedited services effectively.

• Deliver high-touch, premium support to each client.

• Ensure timely completion of candidate onboarding to align with client deadlines.

• Oversee all T0 to T1 cases assigned to provide comprehensive client support.

• Address client inquiries with a 2-hour First Response Time (FRT) and expedite requests with exceptional service quality.

• Actively manage candidate start dates to ensure timely onboarding.

• Conduct regular client calls to review open checks and tackle concerns or questions.

• Perform monthly audits on at least 2% of cases and document findings for the Head of Service Delivery.

• Offer insights and assistance to the Account Management team for Quarterly Business Reviews and reporting related to T0 and T1 accounts.

• Achieve monthly proactivity-based KPIs while sustaining NPS levels.

⛳️ Requirements

• Proven experience in cultivating relationships with B2B clients.

• Capability to think strategically and with a long-term perspective.

• Strong problem-solving abilities.

• Proficient in prioritization.

• Familiarity with the background screening industry is advantageous.

🏝️ Benefits

• A supportive, team-oriented culture that emphasizes collaboration and excellence.

• Structured onboarding along with tools and resources designed to help you succeed.

• Opportunities for professional growth within the Candidate Support function.

• Flexibility to work remotely.

• An opportunity to make a meaningful impact on the candidate journey.