Client Services Officer

Great that you're thinking about a career with BSI!

Purpose of the Position

To manage and maintain Customer Relationships by:

• Managing client certification and timely booking of audits in accordance with BSI KPI
• Timely Response to client inquiries in line with BSI Client Promise
• To promote BSI products and services to new and existing customers
• To position the BSI value proposition, how BSI products and services can enable organizations to improve by Making Excellence a Habit
• To deliver the ethos of Making Excellence a Habit through the provision of responsive and proactive client service, effectively handling and closing inbound contact from internal and external customers.

Key Responsibilities & Accountabilities

Key Account Management:

• Manage Key Accounts from planning to certificate issuance
• Issue proposals to existing clients as and when required.
• Implement the Keep the Client Programme

Operational functions:

• Ensure that a prompt, friendly, and professional service is delivered to our customers, both internal and external
• Maintain an effective interface with the interested parties to ensure an effective client journey from client boarding (initial certification phase) to maintenance of the certificate (continuing assessment and recertification)
• Manage existing client system certification through an advanced notification on audit due and plan for the audit in accordance with BSI KPIs, policies, and procedures
• Carry out planning activities with consideration of accreditation requirements, BSI procedures, efficiency, and profitability
• Respond to inquiries from customers and field-based personnel to ensure prompt completion of all administration and planning activities
• Ongoing customer care calls to clients once certification has been achieved
• Maintenance of client details and files in SAP/PG (from registration/creation of SMO to issuance of certificate and monitoring of audit frequency / due date).
• New client set-up in SAP, Process SAP, PG requests, planning & certificate workflows in line with agreed KPIs, Certification review processing, and certificate issuance
• Undertake specific project work as required to meet the changing needs of the business.
• Take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers in order to prevent escalation into a complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded
• Driving Force - Identify opportunities to grow the business through communicating relevant products and services to existing clients
• Act as a brand Ambassador for BSI. This means acting ethically, following company rules, and promoting BSI

Key Performance Indicators

• 100% Achievement of individual and team targets (revenue, delivery days, profit margin)
• At least 4 months of advanced booking
• Achieve Driving Force Leads Generation KPI
• Customer satisfaction (>90%)
• Customer care call (at least 2 calls to key clients outside their normal audit frequency)
• <5% Client Attrition
• Response time to customer inquiries or concerns within 24 hours.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.