Client Experience Representative in Northampton

About the Role

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. You will work closely across all functions to ensure effective collaboration on achieving business objectives.

Key responsibilities include:

• Answering telephone calls, taking ownership, and servicing client requests in a friendly and professional manner.
• Processing client orders, keying system transactions accurately and within contracted service levels.
• Taking ownership of complaints, managing client expectations, and following up proactively to ensure quick and effective resolution.
• Making outbound calls to clients with updates on enquiries or to communicate proactive information.
• Communicating with clients about their invoices requesting outstanding payments as required.
• Updating all systems with clear and accurate information, being proactive to establish missing or out-of-date client contact data.
• Producing and issuing routine system reports and service routine reporting enquiries accurately.
• Identifying risks or issues that create barriers to great client care and highlighting these to your manager.
• Taking ownership of more complex client requests, managing expectations, and liaising with specialist departments to respond fully within agreed service levels.
• Demonstrating a teamwork ethic, sharing knowledge and experience with colleagues.
• Continuously supporting all training and personal development to maintain the highest standard of client care.
• Complying with all company policies and relevant data protection legislation to protect sensitive and personal information.
• Adhering to all company policies and completing all mandatory training modules.
• Reporting any potential or actual security, environmental, or health and safety incidents to your line manager or the OASIS Compliance team.
• Living the OASIS values, particularly client obsession, ensuring effective communication and responsiveness to client requests.

Key Performance Indicators include:

• Client service level agreements – ensuring consistent delivery.
• Client retention.
• Client satisfaction as measured in the annual client survey.
• Call performance and case management service levels.

Accountabilities:

• Consistently meeting required key performance indicators.
• Identifying and implementing performance improvement plans where KPIs are not met.
• Actively monitoring risks and proactively identifying potential problems and solutions.

Requirements

• A demonstrable depth of experience in a similar role.
• Experience of servicing written and oral client requests.
• Fluent communication in English.
• Experience of providing excellent client service.
• A strong attention to detail.
• Flexibility and ability to operate to tight deadlines.
• A proactive mindset and professional manner.
• Good organisational and time management skills.
• A creative and enquiring mind to challenge and resolve problems.
• Demonstrated ability to take ownership.
• Excellent all-round computer and software skills.

Details

Location: Ireland

Sector: Public sector

Contract Type: Permanent, Full-time

Closing Date: 13 November 2026

How to Apply

Closing date: 13 Nov 2026