The safety of children is at the heart of everything we do. FTS – Forensic Testing Service is a specialist company providing expert interpretation of drug and alcohol results for use in child protection cases. We have our own UK laboratory, providing accredited, high quality analytical drug and alcohol testing to the legal profession and local authorities. We provide advanced analysis on a range of sample types, including hair strand, blood, urine and oral fluids to assess the use of drugs and alcohol.

Job description

This role requires a dedicated individual with a passion for the delivery of exceptional customer service. Our Expert Support Team are the customer’s main contact in the business. It is a busy, fast moving environment and no two days are the same. You will need to be hard working and flexible and able to work accurately, even when under pressure.

You will be speaking with people who are experiencing challenging life situations, so you must be empathetic and supportive and hold a high level of professionalism speaking to our customers in the legal and local authority industry.

The Client Liaison Executive will work with our Case Managers to identify urgent priorities, reviewing daily tasks, scheduling client appointments, completing client questionnaires, general customer correspondence ensuring at all times relevant logs are kept up to date.

Liaising with: Solicitors, Local Authorities, Social Workers, Clients and internal FTS departments

Responsibilities

• Deal with customer queries and resolve to the satisfaction of the customer within appropriate time frames
• Gather case information and screen incoming enquiries, passing to an expert for consultation if required
• Proactively manage each case, checking on progress & ensuring the customer is kept updated
• Manage in-process queries between all sharing parties or internal FTS departments
• Communicate in both written and verbal forms; Answering calls & electronic correspondence quickly, efficiently and professionally
• Work effectively with all departments across FTS to ensure the best possible customer experience
• Gain a suitable understanding of the product types and technology provided by FTS (training to be provided)
• Learn and comprehend the IT systems used within the Expert Support Team
• Process quotes and instructions accurately and in a timely manner
• Identify opportunities for further business where appropriate and maximise customer retention, by providing a level of service over and above, that offered by other providers.
• Build strong relationships with customers in your allotted area
• Gain an understanding of key stakeholders within your area
• Identify opportunities for training customers and refer to relevant team

Core Skills Required

• Customer centric attitude
• Flexibility
• Positive , proactive ‘Can Do’ attitude
• Excellent communication skills, including good questioning skills
• Attention to detail
• Professionalism
• Problem solving
• Ability to work accurately under pressure

Experience:

You must have significant experience of working in a customer service environment with extensive experience of both written and verbal customer communications. Applicants with experience of individual case management and/or working in a technical or legal field will be viewed favourably. In addition, experience of working within the drug and alcohol testing field is desirable, but not essential as full training can be provided.

Please note that this is an office based role for 80% of the working week within the West Yorkshire area.

Job Type: Full-time

Schedule:

• Monday to Friday 9:30 – 17:30 (flexibility for 1 day working from home after training period)

Benefits:

• Free On-site parking
• 25 days annual leave
• Additional 1 day leave for your Birthday

Location:

• Mirfield, West Yorkshire, reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 2 years (required)

Work authorisation:

• United Kingdom (required)