Customer Relationship Advisor

Job ID:40015
Location:Lyon : Tour Swiss Life : 1 Boule
Position Category:Client Management
Position Type:Employee Regular

**Who are LRQA?**

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

**Role Purpose**:
Responsible for ensuring a positive customer journey, as the front end of the customer experience, by providing a support regarding onboarding new customers, certification production, through to invoice and understanding their needs and ensuring any issues are resolved in a positive and effective manner.

Guiding and undertaking a range of (specific assigned) activities, resolving queries for customers.

**Key Responsibilities**:

- Take responsibility for a complex portfolio of customers (the complexity of the portfolio being due to its size or the complexity of its customers and/or schemes).
- Prioritize, plan and manage client service delivery tasks in line with international and local business requirements.
- Communicate details of assignments to auditors, ensuring that contractual requirements and customer expectations are understood.
- Plan customer visits according to needs, through effective and efficient allocation of available field resources.
- Provide support for business customers by managing enquires as ‘concierge’ with the HUB and other internal stakeholders, to ensure that our services are set up on our systems, in line with global and local business processes and requirements.
- Assist to ensure effective and timely invoicing of customers, ensuring that systems are updated with the right notes and purchase order. Liaise with the HUB invoicing team to ensure effective and timely invoicing of customers in line with or ahead of agreed business SLAs.
- Assist on the SR’s in the system and triage them on a daily basis, so that the local and HUB teams are able to deal with it on the agreed Business SLAs.
- Be a contact person for customer accounts and (local/international) accounts or special products. Dealing with business queries regarding invoices, certificates and any other query. Make sure to solve or direct the customer query to the right person/group to be able to answer the customer query on the agreed SLA's.
- Provide support on ad hock/diverse customer support activities as required. Prioritizing based on the needs of the customer.
- Good verbal and written communication skills in French and English.
- Flexibility to adapt and work effectively with a variety of situations, individuals and teams.
- Problem solving skills and the ability to work under pressure.
- Ability to identify critical business risks and assess the necessary mitigating controls.
- Orientation to results, monthly sales, KPIs and, fundamentally, to the client.

Diversity and Inclusion at LRQA:
We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).