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Client Services Specialist (Internal)

UK or North America, Hybrid

Your purpose in the role

18 month secondment opportunity
As a Client Services Specialist (CSS), you will be responsible for the successful planning, delivery and implementation of any training and support requirements Client Services needs from our change book of work, D365 implementations and/or People Onboarding journey. 
You will partner with Client Services Leadership Team to ensure that Client Services is ready for any impending changes and has all the supporting knowledge and material to quickly become confident and competent in any new ways of working.  Part of this role will be to represent Client Services in any early discussions about change to ensure that you have enough information to make the right impact assessment and put plans and actions in place to support our success.
You will be known as the gatekeeper of the ‘People Onboarding’ Process and own each stage of this, ensuring that the right information is gathered/given at the right time so that the new starts experience is seamless.  You will work closely with every other function across Insights, working together to share and educate your new starts with the bigger picture and what happens with our customers beyond Client Services.  You will own this process and continually improve it based on your new starts continuous feedback.

You will work with new Learning Event Coordinators (LEC) and Customer Service Advisors (CSA) to bring them up to a required level of competency and to feel confident in their roles by delivering introductions followed by continued coaching and mentoring to support their individual learning needs. Your work will directly impact and accelerate in role learning and will be integral to our strategy to invest in our people and set them up for success in their new role.  

What you will do to succeed

  • You will be passionate about Customer Service and delivering 5-star service, ensuring that our culture of customer service is brought to life from day one and throughout the onboarding journey.
  • Support Client Services in delivering a consistent onboarding experience globally and across different teams 
  • Support Team Leads in the planning and scheduling of new start onboarding
  • Share expert knowledge, best practise, and ways of working and incorporate these within the onboarding experience and follow up with side by side/virtual catch ups and mentoring
  • Enhance a feeling of support for our new starts 
  • Compliment the Client Services Leadership Team with people development requirements and/or group refreshers
  • Spend time with new recruits and support them day to day with continued in-role learning as their onboarding journey develops with real life challenges and questions
  • Adopt a global mindset to support with delivering consistent onboarding principles across our different geographical teams
  • Support Client Services with roll out and training of new systems and/or processes i.e. D365, New Platform
  • Partner brilliantly with internal and external stakeholders to build strong working relationships, trust, and appreciation
  • Understand and contribute to wider projects and/or client programmes whilst representing Client Services – Commercial Operations brilliantly
  • Act as Super User in D365 (and other databases) 
  • Be a trusted advisor to everyone you are connected to/with ensuring that you use your knowledge and expertise to continually mentor and educate others whilst developing ways of working, relationships, and everyone’s experience of Client Services.
  • A fantastic talent to have business conversations (both verbally and in writing)
  • This will require in depth expert knowledge of systems, processes, onboarding strategy and organisational goals to deliver a truly exceptional onboarding experience for our people.

How you will show up

  • Excellent written and verbal communication skills with the ability to deal with multiply activities at any one time
  • Detail oriented, able to monitor & track progress efficiently
  • Able to represent the Insights Brand globally
  • A creative problem solver 
  • The drive and initiative to achieve personal and organizational objectives 
  • A passion for developing people 
  • Shows patience, tolerance and an appreciation for difference paces of learning
  • Mindful of different learning styles, 
  • Ability to adapt to the needs of multiple colleagues 
  • Quick on your feet with a ‘can do’ attitude 
  • A desire for personal development and a willingness to learn 
  • A positive ambassador for the brand, the strategy and the organization 
  • A sense of humour 
  • Comfortable with ambiguity 

Other Requirements

  • Minimal travel may be a requirement of this role
  • You will be required to work flexibly across our opening hours where your role and need requires to deliver for our customers
Other languages are advantageous
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