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Customer Relationship Advisor

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Date: 22-Apr-2021

Location: Birmingham, GB

Company: Lloyds Register


We are seeking a Customer Relationship Advisor to ensure a positive customer journey by providing specialist relationship management support as a named advisor, from planning to certification production through to invoice.


The Customer Relationship Advisor role is fixed term for 12 months.


You will

  • Prioritise, plan and ensure completion of all customer activity from planning to certification production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilisation for FTE colleagues vs subcontractors is optimised and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).
  • Assist with the RFAT process (both requesting office and receiving office) providing ample notice and correspondence aligned to agreed timescales, supporting the prioritisation of key accounts.
  • Take responsibility to ensure effective and timely invoicing of accounts ensuring that BOS is updated with the right notes and purchase order. Liaise with the invoicing team to ensure effective and timely invoicing of accounts.
  • Proactively support the promotion of the portal by engaging with customers to ensure that they can use all aspects of the tool. Escalate operational issues as appropriate.
  • Champion customer needs and manage/ anticipate customer complaints to support a positive experience.
  • Responsible for the accuracy and completeness of data in BA&IS systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery of resource and invoicing.
  • Build and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate.
  • Proactively respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.
  • Proactively carry out complex tasks at the request of people managers and proactively contribute to team meetings and initiatives.
  • Mentor less experienced colleagues and share knowledge of BA&IS's products, processes and designated customers. Liaise with and provide support to other offices/ departments as may be required.
  • Develop an understanding of Certification products, services, systems and processes.


To be considered

  • Experience of a client services environment dealing with a high volume of information and tasks ideally involved in resource planning, scheduling and data analysis
  • Adaptable and well organised with a practical minded approach and the ability to work on multiple tasks and to tight deadlines
  • Understand the concept of Management systems and how they are applied in organisations. Understand link to certification / verification and associated training needs is preferred
  • Experienced in building, maintaining and retaining effective commercial relationships with new and existing clients
  • Experienced in delivering and integrating client services focused processes, building and sustaining positive commercial and client relationships internally and externally
  • An assertive approach to problem solving with strong communication and diplomacy skills to guide, negotiate, influence and persuade at all levels
  • Have a strong team spirit and able to demonstrate professional people skills and promote a team working environment
  • Knowledge of standard IT programmes and use of databases are essential with experience of systems used and applied within LR / LRQA with relevance to client services preferred
  • Experienced in working with clients and Shared Service Centres in the resolution of queries and complaints in an accurate and timely manner