Client Relationship Administrator

Client Relationship Administrator

Location: Home-based/Plymouth

Salary: £24,250 per annum, DOE + Excellent Benefits

Contract Type: Part-Time 21 hours per week, Fixed Term Contract 9 months

What We Can Offer You: Hybrid Working, Performance-Related Bonus, Life Assurance, Additional Holiday Purchase, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources!

Why Do We Want You

Mercia, part of the Wilmington plc, are now looking for a proactive and efficient Administrator to join our In-house and Consultancy (IHC) team. This role is internally known as Inhouse & Client Relationship Administrator.

You will bring a strong customer service background, excellent organisation skills, and the ability to work independently in a fast-paced environment to support with the effective delivery of our inhouse and consultancy services.

You will oversee and manage the arrangement and scheduling of inhouse products and services for a selection of Mercia clients in a proactive and timely manner, ensuring slick processes and quick turnaround times and excellent client service.

Please note: We shortlist all applicants who meet the essential role criteria, and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”!

Job Purpose, Tasks and Responsibilities

As an Administrator within the In-house and Consultancy team, you will be responsible for ensuring that the operational aspects of our inhouse and consultancy services are running smoothly and that the related systems, reports, and correspondence are kept up to date.

You will also be responsible for:

• Sales Lead Management – dealing with all incoming sales leads within the IHC team for new clients and building relationships.

• Acting as the main point of contact for incoming calls and monitoring and managing the inhouse mailbox, directing queries to the appropriate IHC Executive.

• Overseeing the management of our Technical Query service and systems.

• Ensuring all relevant compliance information is obtained from clients ahead of reviews.

• Setting up course instances for inhouse courses, including Zoom, and ensuring all internal invitees are included.

• Generating and recording course feedback reports appropriately.

• Securing and maintaining recordings of courses.

• Updating all relevant logs and databases.

• Assisting IHC Executives in SDE management.

• Updating OTIS when reports are received from consultants.

• Forging and maintaining professional, helpful client relationships.

• Sending confirmations and engagement terms via telephone, email, and secure portals.

• Finalising consultancies and courses, managing inhouse casework.

• Providing administrative support, including postal services and 3rd party invoicing.

• Diary management for the technical team and managing POs.

• Assisting on due diligence tests and working on yearly competency checks.

What’s the Best Thing About This Role

The best part of this role is the opportunity to be customer-facing while working within a supportive team environment.

It allows for independence and autonomy, giving you the chance to manage your own workload and work on your own initiative.

What’s the Most Challenging Thing About This Role

The most challenging aspects include multi-tasking, prioritising responsibilities, and handling last-minute urgent requests.

You will need to remain calm and organised while managing changing demands.

Essential and desirable capabilities

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...

 

What We’re Looking For

To be successful in this role, you must have/be:

• Experience in a customer service-based role.

• Strong English skills, supported by GCSEs, Key Skills or Functional Skills.

• Excellent ITC skills with experience using various systems.

• The ability to work on your own initiative.

• A strong team ethic and the ability to support others.

• Confidence working in a fast-paced environment.

• The ability to manage multiple and shifting priorities.

• Excellent communication, organisation, and administrative skills.

• Diplomacy and self-confidence when dealing with clients and colleagues.

To be successful in this role, it would be great if you have:

• Extensive experience in diary management and scheduling.

• A good understanding of the accountancy industry.

• Experience using Salesforce.

• A good working knowledge of Excel, which is used frequently within the role and wider team.

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.

Before you go....

About us

Mercia, part of Wilmington plc, is a leading provider of training, compliance, and support services to the UK accountancy profession.

Our focus is on helping accountants stay ahead of regulatory change and technical updates while supporting their development through practical learning resources.

Find What You’re Looking For

We are ambitious and inclusive, filled with integrity and curiosity. We are Wilmington plc. Are you Join us and achieve more within your career with mutual respect, support and fair rewards.

Click on “APPLY” today!