Job Description
Overall purpose of the role
Imagine the brand that makes you think of a truly exceptional client experience – the one that leaves you not just satisfied but overjoyed every time. This team champions the client at every stage of their journey, ensuring a level of service that makes us proud of every single interaction.
Key duties & responsibilities
The Client Excellence Executive ensures Kascade clients enjoy an outstanding experience throughout the lifecycle of their service/s.
· Managing the onboarding and offboarding process for Kascade services, delivering a seamless client experience throughout.
· Managing contractual obligations across services with the relevant internal resource and clients.
· Working closely with the Finance team regarding contractual and billing requirements for onboarding/offboarding.
· Taking responsibility for client service reviews from the scheduling through to the meeting inputs and outputs.
· Acting as a primary point of contact for client inquiries, providing timely and accurate support.
· Investigating and resolving client complaints and feedback with a client-first approach.
· Liaising with internal departments to achieve resolutions and maintain satisfaction.
· Attending onsite and offsite client meetings to gather feedback, identify improvement areas, and implement corrective actions.
· Identifying organisational improvement opportunities and collaborating with the Head of Client Excellence on implementation.
· Championing a culture of continuous improvement across the organisation.
· Assisting in initiatives to strengthen client loyalty and satisfaction.
· Upholding organisational values, holding colleagues accountable, and promoting these values in all interactions.
Hybrid working expectations
The expectation for this role is to be present in the office for 3 days per week and 2 days working from home. The days are subject to agreement.
PERSON SPECIFICATION
Job Title: Client Excellence Executive
Department: Client Excellence
Reports To: Head of Client Excellence
Knowledge, skills and qualifications:
The Client Excellence Executive ensures Kascade clients enjoy an outstanding experience throughout the lifecycle of their service/s.
· Managing the onboarding and offboarding process for Kascade services, delivering a seamless client experience throughout.
· Managing contractual obligations across services with the relevant internal resource and clients.
· Working closely with the Finance team regarding contractual and billing requirements for onboarding/offboarding.
· Taking responsibility for client service reviews from the scheduling through to the meeting inputs and outputs.
· Acting as a primary point of contact for client inquiries, providing timely and accurate support.
· Investigating and resolving client complaints and feedback with a client-first approach.
· Liaising with internal departments to achieve resolutions and maintain satisfaction.
· Attending onsite and offsite client meetings to gather feedback, identify improvement areas, and implement corrective actions.
· Identifying organisational improvement opportunities and collaborating with the Head of Client Excellence on implementation.
· Championing a culture of continuous improvement across the organisation.
· Assisting in initiatives to strengthen client loyalty and satisfaction.
· Upholding organisational values, holding colleagues accountable, and promoting these values in all interactions.
Essential:
· Strong personal drive to deliver high-quality service.
· Assertiveness and negotiation ability.
· Ability to hold colleagues and suppliers accountable.
· Problem-solving mindset.
· Proactive approach in all engagements.
· Ability to relate to clients and deliver exceptional experiences.
· High attention to detail and accuracy.
· Skilled in chairing meetings and creating actionable outcomes across teams, clients, and suppliers.
· Desire to engage directly with clients.
· Strong empathy and interpersonal skills.
· Effective communication skills, both internally and externally.
· Ability to work under time pressures and
constraints.
· Excellent time management and organisational skills.
· Ability to work independently and collaboratively within a team, as well as across teams within the business.
Desirable:
· Experience of organising or planning small scale projects.
· Experience of PSA or ITSM systems.
· Experience of working within an IT service organisation.
· Experience of complaint handling.
· Experience within a previous client/customer facing role.
Job Types: Full-time, Permanent
Pay: £24,000.00-£30,000.00 per year
Benefits:
Casual dress
Company events
Company pension
Enhanced maternity leave
Enhanced paternity leave
Free parking
Health & wellbeing programme
On-site parking
Referral programme
Work from home
Work Location: In person
Imagine the brand that makes you think of a truly exceptional client experience – the one that leaves you not just satisfied but overjoyed every time. This team champions the client at every stage of their journey, ensuring a level of service that makes us proud of every single interaction.
Key duties & responsibilities
The Client Excellence Executive ensures Kascade clients enjoy an outstanding experience throughout the lifecycle of their service/s.
· Managing the onboarding and offboarding process for Kascade services, delivering a seamless client experience throughout.
· Managing contractual obligations across services with the relevant internal resource and clients.
· Working closely with the Finance team regarding contractual and billing requirements for onboarding/offboarding.
· Taking responsibility for client service reviews from the scheduling through to the meeting inputs and outputs.
· Acting as a primary point of contact for client inquiries, providing timely and accurate support.
· Investigating and resolving client complaints and feedback with a client-first approach.
· Liaising with internal departments to achieve resolutions and maintain satisfaction.
· Attending onsite and offsite client meetings to gather feedback, identify improvement areas, and implement corrective actions.
· Identifying organisational improvement opportunities and collaborating with the Head of Client Excellence on implementation.
· Championing a culture of continuous improvement across the organisation.
· Assisting in initiatives to strengthen client loyalty and satisfaction.
· Upholding organisational values, holding colleagues accountable, and promoting these values in all interactions.
Hybrid working expectations
The expectation for this role is to be present in the office for 3 days per week and 2 days working from home. The days are subject to agreement.
PERSON SPECIFICATION
Job Title: Client Excellence Executive
Department: Client Excellence
Reports To: Head of Client Excellence
Knowledge, skills and qualifications:
The Client Excellence Executive ensures Kascade clients enjoy an outstanding experience throughout the lifecycle of their service/s.
· Managing the onboarding and offboarding process for Kascade services, delivering a seamless client experience throughout.
· Managing contractual obligations across services with the relevant internal resource and clients.
· Working closely with the Finance team regarding contractual and billing requirements for onboarding/offboarding.
· Taking responsibility for client service reviews from the scheduling through to the meeting inputs and outputs.
· Acting as a primary point of contact for client inquiries, providing timely and accurate support.
· Investigating and resolving client complaints and feedback with a client-first approach.
· Liaising with internal departments to achieve resolutions and maintain satisfaction.
· Attending onsite and offsite client meetings to gather feedback, identify improvement areas, and implement corrective actions.
· Identifying organisational improvement opportunities and collaborating with the Head of Client Excellence on implementation.
· Championing a culture of continuous improvement across the organisation.
· Assisting in initiatives to strengthen client loyalty and satisfaction.
· Upholding organisational values, holding colleagues accountable, and promoting these values in all interactions.
Essential:
· Strong personal drive to deliver high-quality service.
· Assertiveness and negotiation ability.
· Ability to hold colleagues and suppliers accountable.
· Problem-solving mindset.
· Proactive approach in all engagements.
· Ability to relate to clients and deliver exceptional experiences.
· High attention to detail and accuracy.
· Skilled in chairing meetings and creating actionable outcomes across teams, clients, and suppliers.
· Desire to engage directly with clients.
· Strong empathy and interpersonal skills.
· Effective communication skills, both internally and externally.
· Ability to work under time pressures and
constraints.
· Excellent time management and organisational skills.
· Ability to work independently and collaboratively within a team, as well as across teams within the business.
Desirable:
· Experience of organising or planning small scale projects.
· Experience of PSA or ITSM systems.
· Experience of working within an IT service organisation.
· Experience of complaint handling.
· Experience within a previous client/customer facing role.
Job Types: Full-time, Permanent
Pay: £24,000.00-£30,000.00 per year
Benefits:
Casual dress
Company events
Company pension
Enhanced maternity leave
Enhanced paternity leave
Free parking
Health & wellbeing programme
On-site parking
Referral programme
Work from home
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Client Excellence Executive position is now open for candidates interested in the Admin Executive sector. This role in Bristol offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Admin Executive is a plus.
