Client Excellence Executive

Overall purpose of the role

Imagine the brand that makes you think of a truly exceptional client experience – the one that leaves you not just satisfied but overjoyed every time. This team champions the client at every stage of their journey, ensuring a level of service that makes us proud of every single interaction.

Key duties & responsibilities

The Client Excellence Executive ensures Kascade clients enjoy an outstanding experience throughout the lifecycle of their service/s.

· Managing the onboarding and offboarding process for Kascade services, delivering a seamless client experience throughout.

· Managing contractual obligations across services with the relevant internal resource and clients.

· Working closely with the Finance team regarding contractual and billing requirements for onboarding/offboarding.

· Taking responsibility for client service reviews from the scheduling through to the meeting inputs and outputs.

· Acting as a primary point of contact for client inquiries, providing timely and accurate support.

· Investigating and resolving client complaints and feedback with a client-first approach.

· Liaising with internal departments to achieve resolutions and maintain satisfaction.

· Attending onsite and offsite client meetings to gather feedback, identify improvement areas, and implement corrective actions.

· Identifying organisational improvement opportunities and collaborating with the Head of Client Excellence on implementation.

· Championing a culture of continuous improvement across the organisation.

· Assisting in initiatives to strengthen client loyalty and satisfaction.

· Upholding organisational values, holding colleagues accountable, and promoting these values in all interactions.

Hybrid working expectations

The expectation for this role is to be present in the office for 3 days per week and 2 days working from home. The days are subject to agreement.

PERSON SPECIFICATION

Job Title: Client Excellence Executive

Department: Client Excellence

Reports To: Head of Client Excellence

Knowledge, skills and qualifications:

The Client Excellence Executive ensures Kascade clients enjoy an outstanding experience throughout the lifecycle of their service/s.

· Managing the onboarding and offboarding process for Kascade services, delivering a seamless client experience throughout.

· Managing contractual obligations across services with the relevant internal resource and clients.

· Working closely with the Finance team regarding contractual and billing requirements for onboarding/offboarding.

· Taking responsibility for client service reviews from the scheduling through to the meeting inputs and outputs.

· Acting as a primary point of contact for client inquiries, providing timely and accurate support.

· Investigating and resolving client complaints and feedback with a client-first approach.

· Liaising with internal departments to achieve resolutions and maintain satisfaction.

· Attending onsite and offsite client meetings to gather feedback, identify improvement areas, and implement corrective actions.

· Identifying organisational improvement opportunities and collaborating with the Head of Client Excellence on implementation.

· Championing a culture of continuous improvement across the organisation.

· Assisting in initiatives to strengthen client loyalty and satisfaction.

· Upholding organisational values, holding colleagues accountable, and promoting these values in all interactions.

Essential:

· Strong personal drive to deliver high-quality service.

· Assertiveness and negotiation ability.

· Ability to hold colleagues and suppliers accountable.

· Problem-solving mindset.

· Proactive approach in all engagements.

· Ability to relate to clients and deliver exceptional experiences.

· High attention to detail and accuracy.

· Skilled in chairing meetings and creating actionable outcomes across teams, clients, and suppliers.

· Desire to engage directly with clients.

· Strong empathy and interpersonal skills.

· Effective communication skills, both internally and externally.

· Ability to work under time pressures and

constraints.

· Excellent time management and organisational skills.

· Ability to work independently and collaboratively within a team, as well as across teams within the business.

Desirable:

· Experience of organising or planning small scale projects.

· Experience of PSA or ITSM systems.

· Experience of working within an IT service organisation.

· Experience of complaint handling.

· Experience within a previous client/customer facing role.

Job Types: Full-time, Permanent

Pay: £24,000.00-£30,000.00 per year

Benefits:

Casual dress
Company events
Company pension
Enhanced maternity leave
Enhanced paternity leave
Free parking
Health & wellbeing programme
On-site parking
Referral programme
Work from home
Work Location: In person