REPORTING TO: Director of Marketing      

ROLE SUMMARY:                           

As a Client Services Administrator you will be responsible for
ensuring new clients are onboarded in the most professional and
efficient manner setting customer service standards from the
creation of the initial proposal to onboarding the client onto our
systems. Your primary duties will be supporting the client service
managers across our Accounting Services and Tax teams with new
client proposals, management of the annual fee review process,
onboarding new clients onto our systems and cleanly deboarding
leaving clients, reporting on lead conversions, and ensuring we have
the right data on our clients and their needs.

KEY RESPONSIBILITIES
Your duties will include but not be limited to:

New Client Proposal Creation

• Supporting the Accounting Services and Tax client managers with the creation of new client
  proposals using our proposal software ignition.
• Ensuring that the pricing and services agreed by the client managers are accurately.
  transferred to the proposal system and proposals are sent in an accurate and timely manner.
• Reporting on proposals sent and chasing outstanding proposals.
  Existing Client Fee Reviews
• Management of the client fee review process for accounting and outsourcing clients.
• Working with the client managers to identify which clients are due annual fee reviews each
  month and arranging review meetings.
• Creation of new fee proposals for existing clients when required and reporting and chasing
  on fee review status.
  New Client Onboarding & Client Deboarding
• Ensure the smooth onboarding of new clients in line with internal and external SLA’s.
• Maintaining systems and online records whilst handling confidential information in
  compliance with organisational procedures and data protection.
• Setup new clients on our various systems.
• Requesting codes from HMRC if required.
• Dealing with professional clearance requirements for other accountancy firms requests for
  information for both new and leaving clients.
• Ensuring the client deboarding process (when a client transfers or ceases as a client) is
  monitored and progressed with clients who leaver, and regular check ins with client
  managers on progress in line with our internal SLA’s.
• Ensuring all relevant information is passed over when required and all FC systems are
  cleansed of old client data against legal timeframes.
• Maintain records and files whilst handling confidential information in compliance with
  organisational procedures and data protection.
• “Know Your Client” initiatives across Farnell Clarke to ensure we not only keep accurate
  records of the data we need to service our clients but also any further information to help us
  become critical business partners helping our clients grow and thrive.
  Existing Clients Administration
• Monitoring communications and message for the existing client base using key FC contact
  email accounts and allocating the requests to the client managers.
• Assisting with staff allocation changes requested by the various teams, and management of
  the client database and ensuring our database is fully complete and accurate.
  Anti Money Laundry Administration
• Support the Business Operations Manager with Anti Money Laundering administration and
  reporting.
• Support the capturing and databasing of initial required AML information.
• Ensuing our practice management and AML systems contain accurate and up to date
  relevant client information to ensure we are fully compliant.
  Behaviours and Competencies
• Attention to detail and able to work to a high standard.
• Demonstration of high levels of accuracy in all work and understanding of the need for
  checking output particularly with regard to client proposals and fee reviews
• Managing work priorities and time to meet deadlines and complete tasks effectively, whilst
  managing expectations.
• Able to work as part of a team and independently.
• Excellent communication skills.
• Strong IT skills.
• Using IT packages and systems including MS Office to write letters and emails.
• Able to record and manage documents.
• Able to make decisions.
• Professional.
• Reliable and self-motivated.
• Adaptable & Responsible.
• Identifies risks and responds appropriately.
• Things to consider: The role will require dealing with and talking to clients on the phone in a
  professional capacity, with long periods at a computer in a busy office environment. Office
  is based on two levels, but administration team are downstairs

TERMS

Job Type: Full-time, permanent

Place of work: Hybrid: Norwich head office and working from home

Remuneration: £22,310 – £25,000