Posted 2 weeks ago
ROLE PURPOSE

  • Responsible for the highly effective management of relationships, administrative and operational requirements of EFTEX clients and supporting the delivery of high levels of client satisfaction and retention, business growth and revenue maximization.

 

  • Deputise for Office Manager if absent.

 
KEY RESPONSIBILITIES
·       Support client relationship processes through adoption of professional account management methodologies including regular planned reviews and closely monitoring client service delivery performance and managing project delivery requirements.

·       Co-ordinate with the relevant EFTEX teams in the delivery of all agreed services to clients

·       Support the retention, ongoing profitability and revenue maximisation of assigned clients

·       Undertake assigned administrative activities for clients, and ensuring the currency and accuracy of invoicing, quotations and other client related documentation, and record keeping.

·       Draft and maintain client specific Operations Manuals/ User Guides and training materials, from a templated library.

·       Pro-actively assess, develop and maintain client reporting which will assist the client to reconcile and manage their business and enhance the client relationship.

·       Assist in scheduling, preparation, attending and actively participating in client meetings.

·       Assisting in checking that all relevant compliance obligations from clients are being met, and assist in any non compliance aspects being identified, notified and addressed in a timely manner.
SKILLS /KNOWLEDGE /ABILITIES
·       Good listening, written and verbal communication skills.

·       Enjoys working as part of a team, talking with people, actively listening and developing positive working relationships

·       Intermediate skills in Microsoft Excel, Word, PowerPoint

·       High level interpersonal effectiveness

·       Minimum of 2 years working in a customer facing environment.

·       Flexibility and adaptability

·       Attention to detail

·       Organisation and planning skills

·       Critical thinking, numerical and verbal reasoning

 
KEY PERFORMANCE INDICATORS
·       Development of highly effective working relationships with various EFTEX colleagues and partners for client servicing, administration, project delivery and Helpdesk for day-to-day service provision.

·       Accurate and timely communication, ensuring there are no surprises.

·       Development of understanding of business to maximise productivity and head off challenges before they become problems

·       Understanding the roles of others and the challenges they are facing.

·       Accuracy and quality of work output

·       Customer payments and monthly invoicing completed by the due date.

 

 

 

Prepared: September 2024

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