CSR Consultant

To engage with clients and build long-lasting relationships by delivering an excellent, professional, and efficient service experience. This role is responsible for supporting clients throughout their servicing journey, ensuring they receive accurate information, timely assistance, and a seamless experience across all touchpoints.

The position requires strong administrative capability, attention to detail, and the ability to manage multiple tasks while maintaining high service standards. The Administrator will work closely with internal teams, maintain accurate client records, and ensure all processes are followed effectively to support smooth operations.

In addition, the role contributes to overall client retention and satisfaction by proactively identifying client needs, resolving queries, and escalating issues where necessary. The Administrator will also play a vital part in supporting continuous improvement initiatives aimed at enhancing processes, systems, and the overall client experience.

Key Responsibilities:

• Maintain accurate and up-to-date client records, documentation, and correspondence.

• Process client data, Paid-up letters, documents, and instructions efficiently and accurately.
• Capture and update information on internal systems, ensuring data integrity and compliance.
• Prepare and manage reports, summaries, and internal documentation when required.
• Monitor workflow queues and ensure tasks are actioned within agreed turnaround times.
• Track outstanding items and follow up proactively with clients, credit providers and internal teams.
• Assist with compiling client information, confirmations, and communication packs.
• Ensure all administrative procedures adhere to internal policies and regulatory requirements.
• File, organise, and store documents securely for easy retrieval.
• Support smooth coordination of internal processes, handovers, and escalations.
• Conduct quality checks on captured information and documentation.
• Maintain clean, accurate, and well-organised databases.
• Provide administrative support during audits, reviews, or compliance checks.
• Identify gaps or inefficiencies in administrative processes and recommend improvements.

Skills and Competencies

• Strong verbal and written communication skills
• Client focused, friendly and empathetic manner
• High adaptability, vigour, resilience, agility
• Accuracy and attention to detail
• Analytical Thinking
• Ability to use initiative
• Ability to problem-solve
• Ability to deal with complexity
• Ability to prioritise and function positively under pressure
• Ability to function as part of a team
• Accept accountability and take responsibility for tasks done
• Computer literacy