Client Services Specialist

General Description: The Client Services Specialist will be responsible for proactively managing an assigned set of top tier (tier 0 and tier 1) clients to ensure that no more than 5% of the cases age beyond 45 days and act as a strategic partner to their business. This role requires efficiently managing any assigned client inquiries and requests for expedited services, providing high-touch, premium support and ensuring timely completion of candidate onboarding to meet client deadlines. Key Responsibilities: ● Effectively manage and oversee all T0 to T1 cases assigned for comprehensive client support. ● Handle client inquiries with a 2hr FRT and expedite requests with a high level of service. ● Proactively manage candidate start dates to guarantee timely onboarding. ● Host regular calls with clients to review the status of open checks and address any concerns or questions. ● Conduct monthly audits on a minimum of 2% of cases to identify process errors, documenting findings in reports for the Head of Service Delivery. ● Provide insights and support to the Account Management team for all Quarterly Business Reviews (QBR) or reporting associated with T0 and T1 accounts. ● Meet proactivity based KPIs on a monthly basis whilst maintaining NPS levels. We’re ideally looking for: ● Experience in building relationship with B2B clients ● Ability to think long-term and strategically ● Good problem solving skills ● Able to prioritise ● Knowledge within the background screening industry is