Client Care Executive - eFinancialCareers : Job Details

Ideas | People | TrustWe're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We work with the companies that are Britain's economic engine - ambitious, entrepreneurially-spirited and high-growth businesses that fuel the economy - and directly advise the owners and management teams that lead them. We'll broaden your horizons Our Marketing team is the driving force behind the creativity and growth at BDO. Marketing has a broad remit here. Their main goal is to equip the business to win and there are teams covering most touchpoints of the customer journey. Highlights include a national advertising campaign, the launch of a new firm-wide sales planning process and the implementation of new digital marketing tools. Because we know that great ideas can come from anywhere, you can be sure you'll be heard and have the chance to make a real impact. You'll be supported to build your career, but also to be yourself in the office. Help the firm succeed by staying ahead of the latest market trends, confidently implementing your ideas and collaborating with a range of shareholders. You'll be rewarded with a great work-life balance and a career with real purpose. We'll help you succeed Leading organisations trust us because of the quality of our advice. That quality grows from a thorough understanding of their business, and that understanding comes from working closely with them and building long-lasting relationships. You'll be someone who is both comfortable working proactively and managing your own tasks, as well as confident collaborating with others and communicating regularly with senior managers, directors, and BDO's partners to help businesses effectively. You'll be encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to organisations we work with. Our client care programme supports our firm-wide commitment to performing high quality engagements, exceptional client service and continuous improvement. Core activities include, collecting and analysing client feedback and insights through in-depth interviews and online surveys. The insights gathered through the programme are then used to drive firm-wide service improvements and strategic planning. We are looking for a Client Care Executive who will play a critical role in the success of the delivery of our Client Care Programme. Your proactive approach to day to day tasks, will contribute to the smooth running of the programme, helping to achieve our goals and targets. Whatever the challenge, you will provide the foundations on which we can succeed. In this role you'll:

• Project manage our client feedback survey cycles, including internal communications, processing nominations, monitoring responses, and generating response reports.
• Support data analysis and monitor firm-wide key performance indicators to help measure and track return on investments and participation.
• Co-create team briefing packs, presentations, and reports and co-present at team/department meetings as and when required.
• Be an additional point of contact for any client care-related queries, including those from external suppliers and our internal teams for client feedback insights etc.
• Maintain and keep up to date client care resources and materials.
• Maintain up to date market knowledge, including sector knowledge and competitor activity - sharing insight, knowledge, and management information with the client care / KAM teams.
• Admin duties such as scheduling interviews and briefing calls, processing invoices, and data management (obtaining, reviewing and, where appropriate, cleaning client care submission lists) etc.
• Work with the Database Manager to fully utilise Dynamics 360 CRM system and the integration of client care tools and reporting.

You'll be someone with:

• Relevant experience collecting and analysing client data and insights
• Experience using survey platforms such as Qualtrics, Questback, Survey Monkey or similar.
• Project and supplier management experience
• The ability to manage projects simultaneously, often with critical deadlines
• The ability to work effectively in an autonomous or team environment
• Experience working in a professional services environment (desirable but not essential)

You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to the business. We're committed to agile working, and we offer every colleague the opportunity to work in ways that suit you, your teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it togetherMutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value for the companies we work with and satisfying experiences for our colleagues, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better. #LI-RZ1