The Client Services Team is the first point of contact for Mercia’s members and new customers. The team focuses on bookings and queries, from both external customers and internal teams.

 Responsibilities:

• First point of contact for customers via phone, email and webchat
• Assisting with the processing of invoices
• Working with clients to resolve complaints, incidents and enquiries
• Accurately process bookings, memberships and requests
• Retain knowledge of Mercia’s wide variety of courses and products

A bit about us:

Mercia Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide.

It is a key part of Wilmington plc, an FTSE listed business that owns a unique and powerful combination of compliance solutions across Information & Data and Training & Education. The core purpose of all of Wilmington’s brands is to help our customers to the right business in the right way.

We know how critical our employees are to us achieving success, so we make sure we recruit great people to help us to maintain the trust of our customers and develop new, innovative products.

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...

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.

You will also need;

• IT skills (some familiarity with Salesforce is desirable)
• Administrative skills
• Excellent customer service skills and the ability to deliver good service via telephone, email and webchat
• Ability to multitask and problem solve
• Organisation skills and the ability to work independently
• A team player, with the ability to keep up in a fast-paced environment
• Experience in the same or similar role

You need to be the kind of person who…

• Is passionate about  providing exceptional customer service
• Loves to learn – both knowledge and skills
• Is a creative question-asker and a solution-finder
• Is able to work in a fast paced, fun and progressive environment
• Enjoys a challenge – we work hard, and it can be a steep learning curve