Purpose of the role:

This role exists to assist in the delivery of an effective and efficient client management and collaboration service for Capita Enforcement in accordance with policy, procedures, and contract compliance.

The Client Services Specialist has responsibility for client planning, monitoring, communication, and relationship management.

Job title:

Client Services Specialist

Job Description:

What’s in it for you:

• Manage all the specific client management activities within a small, designated client base, accurately recording client contact.
• Support the Client Management team & Head of Client Services in client management delivery.
• Maintain regular contact with clients through a mix of telephone calls, e-mails, MSTeams, and occasionally, personal visits.
• Initiate, lead, monitor and support trials and processes to improve collection and client satisfaction
• To ensure that full preparation is undertaken before all client contact.
• Monitor the contract deliverables including liaison, complaints, and collection through the life of the contract and take any corrective action as required.
• Promote Capita Enforcement locally, regionally, and nationally. 
• Develop and maintain effective working relationships with all relevant stakeholders and suppliers.
• Explore and identify sales opportunities with existing and prospect clients.
• Attend events and conferences to promote Capita Enforcement.
• Undertake training for clients and staff.
• Monitor competitive activity to identify potential threats to key accounts.
• Co-ordinate the work of all departments that deal directly or indirectly with clients.
• To keep abreast of market and legislative developments within the enforcement industry and client sector.
• Develop and sustain a positive relationship with clients and conduct the relationship through a collaborative approach.
• Assist clients and customers in a way that reflects Capita Enforcement’s values and principles. 
• Demonstrate flexibility and adaptability in the drive towards change and the improvement of client management and collaboration.
• Build dependent relationships with key clients to maintain their loyalty over the long term.
• Develop lean processes which support swift and effective delivery.
• Comply with legislation, policies, and standards of conduct.
• Comply with the Capita’s Health & Safety requirements.

What we’re looking for:

• Credible in personal and professional demeanour and confident when dealing with clients, customers, colleagues, external partners, and other stakeholders.
• Demonstrates an understanding of the Enforcement market in relation to client requirements and the current and future issues to be faced.
• Excellent written and verbal communications skills.
• Able to analyse data and reach logical conclusions, with the ability to make data-based decisions.
• Have the ability to be skilled in negotiation, persuasion, and assurance.
• Client relationship management and relationship building skills.
• Excellent organisational, time management and administrative skills.
• Proven ability to present complex information in an easily understandable way, communicating avoiding unnecessary jargon.
• Good presentation skills.
• Ability to work under pressure and ‘think on your feet’.
• Demonstrates a flexible attitude with an upbeat manner. 
• Demonstrate IT knowledge and skills relevant for post.
• Ability to manage work in multi-stakeholder environments.
• Ability to demonstrate assertiveness and resilience in challenging situations.

About Equita:

At Equita, part of Capita Enforcement Services, we’re shaping the future of enforcement and debt recovery. We’re working with over 200 local authorities, as well as solicitors on High Court Enforcement cases, to help with collection, recovery and enforcement. Join us and discover better as you help to protect organisations from the impact of debt

What’s in it for you?

• A competitive basic salary
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive