Client Enquiry Management: Oversee and manage all client inquiries, ensuring timely and accurate responses to queries related to pension schemes, account details, and service issues.Process Improvement: Continuously assess and improve enquiry handling processes to enhance efficiency, accuracy, and overall client satisfaction.Team Leadership: Lead and mentor a team of enquiry handlers, providing guidance, training, and support to ensure high standards of service and compliance with company policies.Issue Resolution: Handle complex or escalated enquiries, resolving issues promptly and effectively while maintaining a high level of professionalism and client care.Reporting and Analysis: Monitor and analyse enquiry trends and performance metrics, preparing regular reports for senior management to inform decision-making and strategic planning.Compliance and Quality Assurance: Ensure all responses and actions comply with regulatory requirements and internal standards, maintaining a high level of accuracy and consistency in enquiry management.

Client Relationship Management: Develop and maintain strong relationships with clients, understanding their needs and ensuring high levels of satisfaction with PerfectHome’s products and services.Account Development: Identify opportunities for account growth, including upselling and cross-selling additional products and services to meet client needs and enhance their overall experience.Issue Resolution: Address and resolve client issues and concerns promptly and professionally, coordinating with internal teams to ensure swift and effective solutions.Performance Monitoring: Track and analyse account performance metrics, such as sales figures and client feedback, to measure success and identify areas for improvement.Contract Management: Oversee the management of client contracts, ensuring all terms are met and addressing any contractual issues or amendments as required.Reporting: Prepare and deliver regular reports on account status, including performance updates and key insights, to both clients and internal stakeholders to support informed decision-making.

Customer Support: Provide high-level support and guidance to customers during critical periods, addressing urgent queries and issues with a focus on resolving them promptly and effectively.Issue Management: Coordinate with internal teams to manage and resolve complex or high-priority customer issues, ensuring a seamless and satisfactory resolution.Service Monitoring: Oversee the monitoring of service performance and customer experience during key phases, such as system updates or major service changes, to ensure minimal disruption and optimal service delivery.Incident Response: Act as a point of contact for escalated incidents, taking immediate action to address and resolve problems, and keeping customers informed throughout the process.Reporting and Analysis: Compile and analyse data related to customer interactions and issues, providing regular reports and insights to identify trends, track performance, and recommend improvements.Stakeholder Communication: Maintain clear and effective communication with customers and internal stakeholders, ensuring all parties are informed of progress and any necessary actions required.

Fault Diagnosis: Investigate and diagnose faults reported by customers, using diagnostic tools and techniques to identify issues with services or equipment.Customer Communication: Communicate with customers to gather information about faults, provide updates on the status of their issues, and explain the resolution process clearly.Issue Resolution: Coordinate with technical teams and service engineers to facilitate the resolution of faults, ensuring timely and effective solutions to restore services.Incident Tracking: Maintain accurate records of fault incidents, including details of the diagnosis, actions taken, and resolution status, ensuring all relevant information is documented.Escalation Management: Escalate unresolved or complex issues to higher-level technical support or management as needed, ensuring they receive prompt attention and resolution.Customer Service Excellence: Deliver exceptional customer service by addressing concerns empathetically, managing expectations, and following up to ensure complete customer satisfaction.