GBS Client Service Coordinator
Kraków
Aon Sp. z o.o.
The Client Service Coordinator is accountable for similar tasks to the Client Service Manager (CSM) however the CSC may be aligned to simpler stable clients or projects due to typically being more junior. Once established the complexity or number of clients would be increased to reach CSM levels. Some clients need just a CSC to own all activities, other needs a CSC and a CSM due to their size and scale. For these clients the CSC would support the CSM.
Client Management
- Acting as primary point of Escalation for the Client, develop relationships to build trust with senior members within the Client organisation.
- Lead client meetings to report on performance of contracted services and projects, discuss initial change requirements, Ensure the provision of regular service and project reports to clients.
Contract Management
- Act as the prime source of overall knowledge on client contracts including statement of work, SLAs, KPIs and service penalties.
- Manage and measure Client satisfaction for overall service performance.
Financial Management
- Ensure monthly invoices are billed on time and monitor to ensure payment is made.
- Accountable for checking monthly revenue figures and managing the profitability on their client(s).
Project Management & Change Management
Ongoing Operations
- Ensure service delivery meets or exceeds all contractual service level agreements, including administration, service centre and change.
- Work closely with global operations team to establish and maintain client satisfaction and a continuously enhancing client relationship.
- Ensure Root Cause Analysis is completed and reviewed with clients where appropriate.
- Work with the Project Teams to ensure key learning areas are driven out across all clients.
Risk Management
- Ensure compliance with Code of Conduct and other relevant legislation.
- Identify service delivery risks for each client, ensuring mitigating actions are implemented and tracked as appropriate.
Requirements:
- Previous experience in managing relations with Clients in a corporate environment.
- Excellent English skills.
- Strong communication skills, helping you to explain complex issues to clients and colleagues. Confident in expressing your viewpoint, both with colleagues and clients.
- Constructive questioning and active listening skills to build a clear and deep understanding of the client’s circumstances.
- An ability to positively influence the behaviours and decisions of others: both clients and colleagues.
- An ability to manage multiple relationships and projects concurrently.
- An ability to work independently with general instruction and to prioritise and organise work.
- Spotless record and strong ethos.
We offer:
- Diverse and inclusive workplace - we value openness and authenticity and believe in the power of feedback.
- Flexible remote work environment.
- Employee-appreciation culture (multiple recognition programs).
- The best medical cover on the market with free dental care.
- Wellbeing awareness (access to free mental health helpline, Stay-Well Day off, lectures, sports and more).
- Generous benefits package (personal accident insurance, benefit platform for vouchers and more).
- Internal career opportunities, individual development plan, professional development training and resources.
- Lots of social events, charity actions and opportunities to integrate with colleagues.
#healthandemployeebenefitssolutions