Job Description
Regional Client Planning and Support Specialist
Department: Operations
Employment Type: Permanent
Location: Manchester, UK
Reporting To: Customer Operations Manager
At ISOQAR, we draw on our experience, knowledge, and ambition to empower organisations to achieve their highest potential. Through our robust portfolio of progressive solutions,
comprehensive range of certificationsand
industry-leading insights, we lead by example to amplify excellence within the organisations that we support.
The Regional Client Planning and Support Specialist role is responsible for ensuring service excellence by effectively coordinating the operational and administrative aspects of service delivery to designated clients, in accordance with established performance KPIs, SLAs, and service standards.
What that means day to day
Support service delivery to allocated clients by processing operational administrative tasks, including:
- Updating and maintaining accounts
- Managing suspensions, deregistration, and account status updates
- Issuing certifications
- Conducting pre-audit contact and confirmation
- Managing client non-conformance issues
- Administering pre- and post-audit activities
- Effectively manage client requirements in line with business needs, including date and personal - changes, cancellation requests, and general audit rescheduling (including processing invoices related to client cancellations).
- Collaborate with colleagues and the broader business to address client needs and resolve issues as the first point of contact. Liaise with the Technical Department to ensure necessary technical checks are completed and to resolve client queries.
- Contribute to and develop internal peer-to-peer training within the department.
- Act as the first responder to client issues and complaints, working with relevant departments to re-solve them.
- Maintain a customer-centric, right-first-time approach to all activities and communications.
- Proactively working with customers to provide a tailored and unique experience
- Identifying opportunities to improve the customer journey and supporting with business improvement initiatives to support this.
- Attendance and presentation of KPI’s in the regional field meetings.
- Perform any other duties as assigned by management.
What you’ll need to be successful
- Experience working in a customer support role
- Strong Communication Skills
- Ability to organise and multitask
- Competent with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook).
- Ability to work under pressure and to tight deadlines
What you'll get in return
ISOQAR has a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:
Personal Health & Wellbeing / Benefits
🍼 Enhanced Parental Leave
🌴Generous annual leave
🏥 Healthcare Plan
💟 Annual Giving Day – an extra day to give back to yourself or your community
🚲 Cycle-to-work Scheme
Future Planning
💰Pension scheme with employer contributions
🧬 Life Assurance – 3X base salary
💸 Rewards Program – access to discounts and cashback
🏫 LinkedIn Learning License for upskilling & development
Interested but don’t feel you meet all the requirements?
Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!
Bring Your Whole Self to Work.
ISOQAR is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.
What you can expect if you apply:
- A response to your application within 15 working days
- An interview process consisting of:
- An initial discovery call with the recruiter
- A first stage interview via Microsoft Teams
- Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
