Account Manager

This role is responsible for providing friendly, efficient and swift service to our umbrella clients during their lifecycle, meeting our brand promise of Financial Expertise, with Heart. You will act as a key point of contact for our contractor clients providing ongoing support and effectively manage client queries. You will ensure accurate contract reviews, efficient problem-solving with internal teams, and a consistently positive customer experience within agreed KPIs and SLAs 

• Min 2 years experience in a busy, high volume customer-focused environment
• Min NFQ Level 5 educational training
• Excellent standards of written and verbal English
• Proven experience working in a deadline-driven, high volume, customer service environment with daily contact with clients by phone and email; 
• Team player, great interpersonal skills with outgoing, friendly personality; you enjoy dealing with people
• Friendly and professional telephone manner and ability to maintain this in a high call volume environment
• Great attention to detail due to the sensitivity of the information and documentation handled

• Be a key point of contact for contractor clients and provide proactive, fast and friendly support to effectively manage client queries; 
• Ensure accurate and timely review of contracts and adherence to deadlines; 
• Liaise with contractors and agencies regarding queries; 
• Liaise with our internal technical teams to effectively and efficiently resolve client queries; 
• Complete daily operations activities to achieve consistently positive customer experience within agreed KPIs and SLAs; 
• Contribute to the improvement of our services by encouraging feedback from customers regarding their experience of our service; 
• Identify and implement opportunities to streamline and improve operations, processes, and customer touchpoints, fostering an environment of continuous improvement on the CX Team; 
• Play an integral role in understanding the customer journey within Fenero, looking to improve engagement and communications at all points; 
• Manage customer concerns and escalated to the team lead as required; 
• Adhere to the procedures of our Quality Management and Client Feedback Systems; 
• Work cooperatively with others, contributing to a positive team environment and shared success. 
• Demonstrates "One Team" value by interest in and working effectively with other members of the team and wider company; 
• Progress Company Culture by actively supporting and enhancing company values, gets involved in company activities, contributes to a positive workplace culture and organisational success; 
• Other ad hoc tasks as required.

Remote first working, enhanced annual leave days, EAP Service, emp’er contribution pension, life assurance, home working subsidy, health & wellbeing subsidy, social events, paid education and study leave