Client Services Coordinator / Account Manager

 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.

Job role: Client Services Coordinator

Location: London, Wimbledon (Hybrid 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 take pride on providing quality service, serving as a link between our wider Client Services functions (Application Support, Engineering, Technical Services) and our client portfolio.

As a Client Coordinator you will be responsible for enriching the quality of service experienced by HPD’s Clients when accessing our Client Services Portal (Jira Service Desk) by providing clear and concise reporting, meaningful updates to our clients, regular service reviews and incident management where required.


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 / Knowledge base
    • Driving regular external client meetings, note-taking, providing actions and follow up, escalate any concerns.
    • 1-5 years of Client account management
    • Experience using service desk processes and ITIL methodology.

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.





 

Or, know someone who would be a perfect fit? Let them know!

London, UK

22 Worple Rd
SW19 London Directions careers@hpdlendscape.com 020 8780 6800

What it's like at work

We are a pretty unique blend of finance experts and technology specialists working together. 

We offer the right career for you. Whether you’re an ambitious student or a graduate, or an experienced professional, you’ll be working alongside specialised industry experts.

We reward commitment by weekly, quarterly and annual social gatherings. Celebration with staff and family are part of our day to day office life.

Connect with us to be the first to hear about exciting new roles.

 

Already working at HPD LendScape?

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email
@hpdlendscape.com
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