The Role
Handle inbound calls and webchat, qualify and route leads to sales, monitor call quality and provide feedback, maintain customer records, assist with complaints, obtain customer reviews, verify and clean data, and support compliance tasks after training. Opportunity to progress into regulated finance sales support with training.
Summary Generated by Built In
Overview
The
Client Relations Executive will be responsible for answering initial queries,
either via the telephone or through webchat, with the need to quickly qualify
and pass the client onto the appropriate sales team member where appropriate. The
Client Relations Executive will also undertake a number of other varied tasks
including but not limited to quality monitoring call recordings and providing
feedback to the sales team, obtaining reviews for the business from customers,
improving data quality by verifying and merging data records, ensuring business
processes are followed and assisting with customer due diligence processes
after suitable training.
Due
to the nature of the position, we are looking for someone who has an excellent
professional and engaging telephone manner. The successful candidate will be
confident providing constructive feedback and have a strong attention to detail,
the Client Relations Executive role is key in managing and maintaining an
excellent client experience.
As
the successful candidate grows in the role, there will be opportunity - if the
candidate wishes - to support the Regulated Sales Service Team on regulated
finance transactions. In time, the successful candidate may have the
opportunity to transition into the Regulated Sales Service Team, where
responsibilities would include dealing with finance enquiries from regulated
business customers, assessing their finance options, drafting straightforward
credit applications to lenders, organising the signing of finance paperwork and
ultimately paying out regulated finance deals. All of this would be part of a
wider professional development plan, and only if the successful candidate
showed an interest in developing into this team, which is well supported with
training and compliance support.
Responsibilities
Responsibilities
- Quality
monitoring of call recordings and providing feedback to sales team
- Assist
with complaints handling and complaints resolution matters
- Answer
incoming calls and webchat messages, screening and directing to the Sales Team
where appropriate;
- Ensure
our Customer Records Management system is kept up-to-date with client leads and
summaries;
- Support
the Client Relations Team Manager and Director of Compliance and Operations
with ad-hoc duties as and when required;
- Assist
with obtaining Trustpilot and Google reviews from customers;
- Provide
support to the Director of Compliance and Operations on straightforward
compliance matters following appropriate training; and
- Any other appropriate
job duties in line with the associated skill and experience of the post holder.
Requirements
Skills
and experience required
- Degree-educated is strongly preferred, with a minimum of
A-Levels, or equivalent, essential, at BBB or above;
- Previous Sales or Professional Services Secretarial,
Customer Service or Account Management experience is advantageous but not
essential;
- Ability to communicate clearly in-person, over email,
and on the telephone;
- Ability to quickly and confidently screen and progress
calls and webchat enquiries through to appropriate Sales Team members;
- Ability to type and talk simultaneously;
- Positive and engaging telephone manner; and
- Strong Microsoft Office skills with experience of using
a webchat, or similar, function.
Personal
Attributes
- Excellent written and oral communications skills;
- Ability to remain calm under
pressure and meet deadlines;
- Strong organisational skills
with a high attention to detail;
- Ability to prioritise and
handle multiple tasks at any given time in a fast-paced environment;
- Pro-active and enthusiastic
with a can do attitude;
- Good commercial acumen; and
- Ability to work on
own initiative as well as being a team player.
Benefits
Company Overview
Portman Finance Group was established in 2007 to provide UK SMEs with access to a range of finance options under one roof. We have now arranged over £1.5 billion in funding for over 20,000 companies.
Portman secure finance for businesses of all sizes via our own lending and panel of over 40 partners. We offer flexible payment terms, reducing large initial outlays and protecting cash-flow, and are one of the largest privately owned Broker-Lenders in the UK.
Portman work with any type of private sector business. We have a long and successful history financing a variety of assets, quickly and easily. If you’re looking to lease or purchase further equipment, release equity or simply borrow, Portman can provide your business with the finance it needs.
Please note that as part of the recruitment process a criminal records check/credit history check will be carried out by an authorised third party.
Skills Required
- A-Levels or equivalent at BBB or above
- Degree-educated
- Previous Sales, Professional Services Secretarial, Customer Service or Account Management experience
- Clear communication in-person, by email, and on the telephone
- Ability to quickly and confidently screen and progress calls and webchat enquiries
- Ability to type and talk simultaneously
- Positive and engaging telephone manner
- Strong Microsoft Office skills and experience using webchat or similar
- Excellent written and oral communication skills
- Ability to remain calm under pressure and meet deadlines
- Strong organisational skills with high attention to detail
- Ability to prioritise and handle multiple tasks in a fast-paced environment
- Pro-active, enthusiastic with a can-do attitude
- Good commercial acumen
- Ability to work on own initiative and as a team player
- Criminal records check and credit history check (pre-employment)
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The Company
What We Do
Portman Finance Group is a UK specialist business-to-business finance broker and lender serving small and medium-sized enterprises. It arranges business loans, asset finance, leasing, and start-up funding, either through its own lending facilities or a panel of more than 60 lenders. The company provides tailored commercial finance, dedicated account management, and support intended to help businesses fund assets, manage cash flow, and pursue growth.
