What are the key performance indicators for this role?

Client service level agreements, client retention, client satisfaction, and call performance and case management service levels.

What are the responsibilities of a Client Experience Representative?

Answering telephone calls, processing client orders, managing complaints, making outbound calls, communicating about invoices, updating systems, identifying risks, handling complex client requests, demonstrating teamwork, supporting training, complying with policies, and reporting incidents.

What are the requirements for this role?

Demonstrable experience in a similar role, experience servicing written and oral client requests, fluent English communication, experience providing excellent client service, strong attention to detail, flexibility, proactive mindset, good organizational skills, creative problem-solving, ability to take ownership, and excellent computer skills.

Client Experience Representative in Northampton

OASIS Group·All Counties

Closes6 Nov

Salary: Not stated
Contract: Other
Sector: Public
Closes: 6 Nov 2026

About the Role

Client Experience Representative

In this role you will be primarily responsible for servicing client requests as a ‘first point of contact’ for clients into the group. This role will process client orders, update information in systems, respond to routine enquiries and ensure that service levels and quality standards are met. In this role you will work closely across all functions, to ensure effective collaboration on achieving our business objectives.

Key Performance Indicators:

Client service level agreements – ensuring we consistently deliver.
Client retention.
Client satisfaction as measured in the annual client survey.
Call Performance & Case Management Service Levels.

Responsibilities:

To answer telephone calls, taking ownership, and servicing client requests in a friendly and professional manner.
To process client orders, keying system transactions accurately and within the contracted service levels.
To take ownership of complaints, managing client expectations, following up proactively to ensure quick and effective resolution.
To make outbound calls to clients with updates on enquiries or to communicate proactive information.
To communicate with clients about their invoices requesting outstanding payments as required.
To follow all group policies and standard operating procedures
Using strong written and oral communication skills ensure that every contact is managed to a high standard creating a great experience for clients
To update all systems with clear and accurate information, being proactive to establish missing or out of date client contact data. Produce and issue routine system reports and service routine reporting enquiries accurately.
To identify risks/issues which create a barrier to great client care and highlight these to your manager.
To take ownership of more complex client requests, managing the client’s expectations, liaising with specialist departments, obtaining input to respond fully to the client within the agreed service levels.
To demonstrate a teamwork ethic, working with and sharing knowledge and experience with colleagues.
To continuously support all training and personal development to ensure that you maintain the highest standard of client care.
Comply with all company policies and all relevant data protection legislation to ensure.
Our clients and team members’ sensitive and personal information is protected and processed in accordance with the law.
Our team members’ and clients’ rights under the legislation are fully protected.
Adhere to all company policies and complete all mandatory training modules.
Report any potential or actual security, environmental or health and safety incidents to your line manager and / or the OASIS Compliance team as soon as you become aware of them.
Lives the OASIS values, in particular, client obsession - ensuring effective communication and responsiveness to client requests.

Requirements

A demonstrable depth of experience in a similar role.
Experience of servicing written and oral client requests.
Can communicate fluently in English.
Experience of providing excellent client service.
A strong attention to detail.
Flexible and ability to operate to tight deadlines.
A proactive mindset and professional manner.
Good organisational and time management skills.
Creative and enquiring mind to challenge and resolve problems.
Demonstrate the ability to take ownership.
Excellent all-round computer and software skills.

Details

Location: Ireland

Sector: public sector

Contract type: Full-time, Permanent

Closing date: 6 Nov 2026

Employer: OASIS Group

How to Apply

Apply through the OASIS Group website.

Frequently asked

What are the key performance indicators for this role?: Client service level agreements, client retention, client satisfaction, and call performance and case management service levels.
What are the responsibilities of a Client Experience Representative?: Answering telephone calls, processing client orders, managing complaints, making outbound calls, communicating about invoices, updating systems, identifying risks, handling complex client requests, demonstrating teamwork, supporting training, complying with policies, and reporting incidents.
What are the requirements for this role?: Demonstrable experience in a similar role, experience servicing written and oral client requests, fluent English communication, experience providing excellent client service, strong attention to detail, flexibility, proactive mindset, good organizational skills, creative problem-solving, ability to take ownership, and excellent computer skills.
What is the closing date for applications?: 6 Nov 2026