JOB PURPOSE:
To provide operational support to our hosted clients and their resources, which will include; direct liaison with key stakeholders within our hosted clients and lead on onboarding & off boarding resources, engaging with global payroll partners, working with operation leads to ensure 1st class customer service and ensuring all data is captured on our CRM (Mercury) system.
KEY STAKEHOLDERS
External Clients & Resources
Resource Delivery, Sales & Account management teams
Business support teams (Finance, HR, Operations, Commercial & Contracts)
DUTIES AND RESPONSIBILITIES:
- Client relationship and engagement – To include the following; Commercial pricing submission & approvals for new contracts, renewals and change requests, candidate issue resolution, etc
- Overall management of all hosted resources ensuring all issues are resolved and where appliable liaise with the client to resolve issues, operation leads for resource support and or internally within Penta to drive swift resolution
- Administration Processing on our CRM system - Extension's/ Amendments/ New Placements
- Working with the commercial team for onboarding & working with our international compliance partners to support hosted resources where needed
- Overseeing Time sheets, Invoice, Expenses are received checked and processed in line with our client agreements
- Understanding and following the frame agreement guidelines we have committed to with the client
- PO tracking support with the client and internal finance teams
- When required track and or request updated documentation to support ISO certification
- Ensuring all data is tracked on our company CRM (Mercury) system
- Provide a suite of regular weekly & monthly tracking reports to your manager as directed
- Any other duties as directed by your manager
EXPERIENCE / QUALIFICATIONS (Essential and preferable):
Relevant business to business operational experience (essential)
Account Management experience (desirable)
Educated to A Level (essential)
Spanish language (desirable)
PERSONAL QUALITIES:
Organised, pro-active and excellent attention to detail
Good customer service skills
Proactive, reliable, and enthusiastic and the ability to work to tight deadlines
Experience of using CRM databases
Experience of undertaking complex enquiries
Effective customer care skills
Excellent communication skills
Experience meeting deadlines while delivering a service