Client Services Coordinator

Client Services Coordinator

We exist to create positive change for people and the planet. Join us and make a difference too!

Purpose of the role: Servicing a global client base of internal and external clients your keen eye for accuracy and attention to detail ensures data integrity. Creating, managing, and maintaining the master client data. To complete the end-to-end delivery of set up and maintenance of client certification requirements. To work alongside the technical team to deliver as per regulatory and business requirements.

Key Responsibilities & Accountabilities: As a Client Services Coordinator, you will:

• Create and maintain client master data.
• Create and maintain jobs.
• Provide mock certificates to clients.
• Create certificate data in accordance with EUDAMED guidance & local government requirements
• Manage invoicing.
• Manage Annual Management Fees for appropriate schemes.
• Manage invoice credits, queries and deliver resolutions.
• Run system reports as required to validate client data.
• Action compliance data reports.
• Maintain accurate system scheduling and job creation.
• Create quotes where notary or translation services are required.
• Deliver Certificate Release – final quality control review step pre issuing the certificate to the client.
• Manage client cancellation/suspension/refusal/withdrawal process
• Plan, prioritise and deliver work according to customer need and SLA's.
• Receive and respond to client queries.
• Support the business in new process or system implementation through UAT.
• Communicate across multiple teams and stakeholders within RS to effectively deliver required services.
• Achieve and maintain a working understanding of ISO 13485, ISO 42001, MedDev regulations, directives, and other schemes: our role as a Notified Body and UK Approved Body.
• To undertake activities according with BSI Policies, Procedures and Protocols.
• Attain and maintain competency codes to remain compliant in role.
• Provide support to audits as required.

Key Performance Indicators: Meet defined operational KPI's. Meet business financial KPI's. Delivery of service in line with internal processes and procedures to a high standard. Internal and external customer satisfaction. Achieve and maintain codes to remain compliant in the role. Achievement – delivering results and creating value. Planning and organising. Building and retaining relationships. Team working.

Travel requirements: For training/meetings as required

Language requirements: Business English. Japanese language as required. Korean language proficiency is preferred.

Person Specification:

1/ Knowledge and Experience (e.g. Type, level):

• Essential Criteria (Required to do the job): Excellent data management and organisation skills, with exceptional attention to detail. Knowledge or experience from a regulatory background, similar role or work experience would be beneficial. Experience in invoicing and query resolution. Ability to support complaints handling activities.

2/ Skills and Abilities (e.g. Teamwork, IT, Communication, Relationships):

• Essential Criteria (Required to do the job): Ability to effectively communicate at all levels of the business internally and externally. Ability to plan and prioritise tasks according to importance to the client and business needs. Ability to carry out activities in line with internal policies and procedures. Ability to learn and understand context of regulations and requirements as it relates to the role. Accuracy of work with the ability to operate in a right first-time environment.

3/ Qualifications (e.g. Technical):

• Essential Criteria (Required to do the job): Computer literate and familiar with commonly used software tools (e.g. Windows, Excel, Word) and ability to learn BSI systems e.g. SAP, Darwin, PG.

4/ Personal Qualities / Aptitudes (e.g. Initiative, flexibility, commitment, reliability):

• Essential Criteria (Required to do the job): Resilient, with an ability to manage complex queries. Effective team player. Proactive problem resolution. Quick to adapt to change and apply new learning. Flexibility and adaptability to an ever-changing regulatory environment.

BSI Excellence behaviours:

• Client Centric – I put internal and external clients at the centre of my thinking. I am proud to deliver outstanding client service.
• Collaboration – I build trust-based relationships through my ability to communicate openly and honestly. I value what others bring and I work inclusively with others at all times.
• Agility - I am open to change and willing to adapt my ways of working. I explore new ideas and ways to improve things to grow the business effectively.

About Us:

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments. Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs. Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society's critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.