Client Care Advocate (Resolution Specialist)
Location: Manchester (Office-based)
Job Purpose
Are you a natural problem solver who thrives on turning difficult situations into positive outcomes? As a Client Care Advocate, you will be the frontline champion for client satisfaction across the business. You will take complete ownership of day-to-day service issues, acting as the critical bridge between our clients and internal teams to deliver a world-class resolution experience.
Your Day-to-Day Responsibilities
This is a fast-paced, hands-on role where communication and speed are everything. You will manage all service issues in line with company SLAs to protect customer retention.
Frontline Ownership: Act as the primary point of contact for all client service issues, whether received verbally or in writing.
Deep-Dive Investigations: Thoroughly investigate issues by collaborating with internal stakeholders and navigating our client databases and systems.
SLA Management: Acknowledge and resolve complaints quickly and efficiently, keeping clients informed every single step of the way.
Strategic Updates: Keep appropriate logging systems updated for reporting purposes and provide regular progress briefs to the management team.Key Skills We Are Looking For
Problem-Solving Mindset: A solution-focused approach with a proven ability to go above and beyond to resolve issues within tight timelines.
Superb Communication: Exceptional written and verbal communication skills, with the confidence to challenge and influence at a senior level.
Autonomy & Collaboration: Ability to confidently manage your own workload while leading cross-business meetings to ensure high-quality outcomes.
Sharp Eye for Detail: Meticulous attention to detail when navigating complex customer histories and internal systems.Benefits & Perks
We believe in rewarding our team with an extensive benefits package that grows with your career.
Time Off & Wellness
Enhanced Holidays: 25 days holiday, increasing to 27 days (after 2 years) and 28 days (after 5 years).
Birthday Leave: Enjoy a fully paid day off to celebrate your birthday.
Health & Well-being: Access to Health Shield cash plan, an Employee Assistance Programme (EAP), eye care contributions, and an on-site gym.
Long-Term Health: Private healthcare cover after 5 years of service.Financial & Future
Growing Pension: Pension scheme contributions that increase to 5% (after 5 years) and 7% (after 7 years).
Life Insurance: Group life insurance coverage from day one.
Incentive Schemes: Financial rewards through our New Business Referral and Refer-a-Friend schemes.
Travel Support: Travel Season Ticket loan scheme and Cycle 2 Work scheme (available after your probationary period).Local Discounts & Lifestyle (Manchester Specific)
Office Perks: Free fresh fruit delivered straight to the office.
Gym & Spa: Discounted gym membership and spa treatments at the Pace Health Club (Park Inn).
Food & Drink: 20% off food and drink at Park Inn, plus discounts at New Century and Revolution De Cuba.
City Commuting: Discounted Manchester City Centre parking (AO Arena) and First Bus Travel Club membership.
Home Software: Access to the Microsoft Home User programme and discounts with Anglian Home Improvements.
If you are looking for a new challenge and have a strong background in customer service and complaint resolution, apply today and we'll be in touch!
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The Portfolio Group are acting on behalf of our client in recruiting for this position
