Client Liaison Officer

We are seeking a proactive and customer-focused Client Liaison Officer to serve as the key point of contact between our organization and our clients. The successful candidate will be responsible for ensuring client satisfaction, managing client relationships, and facilitating clear communication between clients and internal teams to deliver outstanding service and support.

Duties and Responsibilities:

• Act as the primary contact for clients, addressing inquiries, concerns, and feedback in a timely and professional manner.
• Ensure all assigned tasks are completed within deadlines.
• Review daily reports (MS Excel) to identify and correct discrepancies.
• Amend discrepancies such as duplicated fees, payment received against hold accounts, incorrect return codes.
• Advising clients of any appropriate changes or discrepancies such as low balance accounts.
• Review client portals for case updated.
• Daily check of client email inboxes for client queries and requests for investigation or action.
• Escalate any concerns to management.
• Build and maintain strong, long-term relationships with clients to ensure retention and satisfaction.
• Coordinate with internal departments to ensure client needs are met efficiently.
• Monitor client accounts, ensuring service delivery aligns with agreed terms, service level agreements (SLAs), and expectations.
• Identify opportunities to improve client services and contribute to continuous improvement initiatives.
• Handle client complaints or issues with discretion, empathy, and professionalism, escalating when necessary.
• Maintain accurate and up-to-date client records in CRM systems or relevant databases.
• Provide regular updates and reports to management on client satisfaction and engagement levels.

Requirements:

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build rapport with clients from diverse backgrounds.
• Highly organized with strong attention to detail and the ability to multitask.
• Proficient in Microsoft Office Suite and CRM software.
• Ability to remain calm under pressure and resolve conflicts effectively.
• Strong problem-solving skills and a client-first mindset.

Other:

• Contributory pension scheme.
• Health cash plan.
• HAPPII awards.
• Cycle to work scheme.
• Access to various learning and development programmes.