Client Services Coordinator

About us

We are one of the world’s leading software providers for secured, business-to-business lending software, used by 135 banks and financial institutions across the world.

The company HQ is in Wimbledon, South West London, and offers an excellent office environment. The company also has satellite offices in California and Sydney to service clients in those regions, with commercial representatives in the US, Greece and Singapore.

Our flagship product is Lendscape, which supports a range of working capital financial solutions such as factoring, invoice discounting, supply chain finance, and asset-based lending (ABL). We are also developing an Asset Finance system, to be launched in 2021, enabling us to support the full range of secured lending products available to businesses.

We have 165 employees globally, who sell, develop, maintain, and support our technology.

The company culture is friendly and supportive, and as an employer, we offer a wide range of benefits including a complete Wellness Plan (health insurance, EAP, Cash Plan, Gym membership, etc.) to attract and retain talent. We also recognise the importance of providing flexible working arrangement and career-enhancing opportunities. We focus on developing all our employees and building a strong leadership team to allow the business to scale.

We believe in supporting the community in which you work, and to that end, we are proud to participate in a wide range of philanthropic efforts.

Please note, the role is currently remote and there is flexibility on the location within the UK, however, there will be a requirement to attend the office once government guidelines permit.

 

Job role: Client Services Coordinator

Location: London, Wimbledon (Flexible Remote Working)

Salary: £35,000 – £40,000

Main function

Our Client Services department is responsible for the day-to-day support of over 100+ international finance clients who are all utilising our software to run their financing business. Client Services is comprised of expert analysts, technicians, and customer service professionals (Client Coordinators) who field a wide range of enquiries from clients on a daily basis from reporting suspected software faults to requesting help and consultancy. The success of Client Services is not simply dependent on the speed and quality of our advice and support but also on the quality of information and communication we provide.

Our Client Coordinators oversee the quality of service, serving as a link between our wider Client Services function and our client portfolio. This role shall be pivotal leading this team.

As a Client Coordinator you will be responsible for enriching the quality of service experienced by HPD’s High Tier clients when accessing our Client Services by providing clear and concise reporting, regular service reviews and incident management where required.

You will be responsible for enriching the quality of service experienced by HPD’s clients when accessing our Client Services by providing clear and concise reporting, regular service reviews and incident management where required. Client Service Coordinators serve as a link between our wider Client Services function and our clients to ensure that quality information and communication from one end reaches the other, and vice versa.

Required Skills and competencies

Essential skills:

  • Previous Service Desk experience in a fast-paced environment
  • In-depth knowledge of ITIL services (ITIL Certified)
  • Customer service skills at senior stakeholder level
  • Experience in client facing role is a must have
  • Experience of managing relationships with other departments such as the Commercial team
  • Proficient in Microsoft office, Confluence, Power BI
  • Experience in producing and maintaining Customer Service level reporting that clearly demonstrates the effective running of that function
  • Adaptable with a hands-on approach
  • Day to day oversight of the assigned portfolios to ensure high Client Experience Levels
  • Serve as an escalation point and communicate effectively with other internal shared services, and clients.
  • To proactively monitor and manage the activities performed within our business partners.
  • Report Review and preparation on Portfolio’s Performance, Monitoring of Service Level Agreements, analysis of KPI reports.

 

Experience required:

  • At least two year experience:
    • Incident management experience
    • using Jira Service Desk as an Agent
    • using Confluence
    • 1-5 years of Client account management
    • Experience using service desk processes and ITIL methodology.
    • Driving regular external client meetings, note-taking, providing actions and follow up, escalate any concerns.

 

The following would be a plus:

  • More than one spoken/written language
  • Willingness to travel (on site client visits if required)
  • Banking / financial background
  • Change management within a client service environment.
  • Day to day oversight of the assigned portfolios to ensure high Client Experience Levels
  • Serve as an escalation point and communicate effectively with other internal shared services, and clients.
  • To proactively monitor and manage the activities performed within our business partners.
  • Report Review and preparation on Portfolio’s Performance, Monitoring of Service Level Agreements, analysis of KPI reports.

Values

Our innovative and collaborative approach to finding solutions is what sets HPD apart from the competition.

CSR

We believe in supporting the community in which you work, and to that end, we are proud to have participated in a wide range of philanthropic efforts.

We offer:

  • Private Medical Cover
  • Cash Benefits Plan
  • Travel Insurance
  • Life Insurance
  • Gym Membership
  • Family Friendly Policy
  • Remote Working Policy
  • Flexi Time Policy
  • Volunteering Scheme
  • Training
  • And many more!

 

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