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Senior Customer Relationship Advisor

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Date: 29-Oct-2020

Location: Birmingham, GB

Company: Lloyds Register

Job ID:31697
Location:Birmingham : 1 Trinity Park : Bi (LR_L000100) 
Position Category:Administration/Business Support
Position Type:Employee Fixed Term



At Lloyd’s Register, we never stop looking for ways to improve on excellence. This drives our commitment to setting standards, and also defines our approach to providing an excellent service to our global client base.


The Senior Customer Relationship Advisor opportunity is a 12 month fixed term contract that requires the holder to manage defined tasks within the Strategic Planning and Key Account Team within Client Services.  You will be based in our offices in Birmingham, located near Birmingham International Rail station, Birmingham airport and main road networks.


Key Responsibilities:

  • Through the effective and efficient allocation of available Assessor resources, plan client visits/activities, respond to queries relating to these within agreed deadlines, processes and KPI’s to meet client and business needs whilst ensuring compliance with external accreditation requirements.
  • Co-ordinate service delivery to meet client and business objectives, deal with complex queries and proactively resolve service issues within agreed deadlines, targets and KPI’s.  Includes participation in client meetings and reviews
  • Identify and refer potential client complaints through agreed processes dealing with queries promptly and appropriately, taking every opportunity to foster strong working relationships both internally and externally
  • Develop a good understanding of the LR's products specific to this role, our services, systems and processes on an ongoing basis, to enhance the service provided to internal and external clients. 
  • Validate and issue certificates in an efficient and effective manner whilst meeting performance targets for certificate turnaround in line with agreed processes and KPI’s
  • Review and process office actions and client information updates through the LR systems, accurately and within agreed deadlines and KPI’s
  • Support the resolution of invoicing queries in line with processes and agreed KPI’s
  • Build and maintain excellent client relationships through proactive communication and action to fulfil client expectations on all enquiries from all LR’s client base.
  • Identify improvements and make recommendations to service delivery processes and procedures to assist in the monitoring and planning activities and provision of an effective delivery of services within Business Assurance Systems
  • Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health
  • Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager


You must:

  • Experience of working in client service environment, preferably dealing with business clients
  • Good verbal and written communication skills in English with a good understanding of business language
  • Polite and approachable manner
  • Using own initiative able to prioritise and work on multiple tasks to tight deadlines
  • High degree of accuracy and attention to detail
  • Able to work as part of a team to contribute to achieving departmental/business objectives
  • Computer literate in MS office


About us

Lloyd’s Register moves with the times. With 250+ years of industry-defining excellence behind us, we’re more committed than ever to meeting the challenge of setting today’s global standards.

We’re a truly global organisation, working in global teams to help global clients manage and overcome global safety risks. And setting global standards of excellence brings fresh challenges every day – giving our people more access to work that interests them personally and stretches them professionally.





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