Why do we want you?

You are an experienced Client Service Executive / Administrator with strong accuracy and attention to detail who has worked in a role dealing with a high volume of online sales orders.

You have a passion for providing exceptional customer service when dealing with incoming queries via CRMs (ideally Salesforce), telephone and emails in a professional way.

If this sounds like you, please read on!

A bit about us.

Mercia Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide.

Main Purpose of Role

As the Processing Administration, you will be part of a team that ensures all Mercia client requests and orders are processed promptly and correctly, ensuring a positive impression is received by all clients and internal colleagues alike.

Responsibilities:

- You will be required to work to deadlines and ensure all clients requests and orders are processed accurately and on time in line with internally agreed SLAs.

- You will be expected to liaise efficiently with the wider team.

- Processing invoices for client orders of all Mercia products and processing through Salesforce.

- Efficient and effective resolution of client queries, including invoicing queries.

- To comply with all regulatory requirements and processes, for example GDPR and information security.

- Processing of all other items as required.

Skills and Experience Required:

We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

You will also need:

- Experience in the same or similar role.

- A proven track record of working to deadlines and ensure all clients requests and orders are processed accurately and on time in line with internally agreed SLAs.

- Excellent communication skills to liaise with internal and external clients.

- Experience providing exceptional customer service

- To comply with all regulatory requirements and processes, for example GDPR and information security.

- Salesforce experience - desirable

You need to be the kind of person who…

- Is passionate about providing exceptional customer service

- Is able to prioritise, work on their own initiative and to a high level of accuracy.

- Is a strong team member who can support others with tasks.

- Can demonstrate that they can work in a fast-paced environment.

- Is able to communicate efficiently with multiple departments, colleagues and clients.

- Is able to develop an excellent knowledge base on all of the company’s products or services.

- Loves to learn – both knowledge and skills

- Is a creative question-asker and a solution-finder

- Is able to work in a fast paced, fun and progressive environment

- Enjoys a challenge – we work hard, and it can be a steep learning curve