Client Services Executive Full Time

About Eproductive

Eproductive is a technology company delivering smart cloud-based systems since 2000 to hospitality businesses and charities across the UK. We are passionate about helping organisations make better use of their data, improve efficiency, and focus on what matters most – delivering outstanding hospitality or maximising revenue for charity retail.

We work closely with our clients to build long-term partnerships, providing hands-on support, training, and guidance. Our culture is collaborative, supportive, and client-focused, with a strong emphasis on learning, development, and making a positive impact through the organisations we support.

Role Overview

This role focuses on delivering a high standard of service and maintaining client satisfaction throughout the full customer journey, from onboarding to account management. Working as part of the Client Services team, this will include supporting system rollouts for new clients, and providing ongoing support to existing clients, for both the EPR system used in Charity Retail and the EPS system used in Hospitality.

Key Responsibilities

• Support client activity, including project administration, system configuration, preparation and distribution of peripherals (e.g. hubs), delivery of training both online and in person to groups or individuals, support, and call management.
• Manage allocated client accounts, including review meetings.
• Assist with system rollouts to new clients, providing training and onboarding support, and ensuring administration tasks and communication are completed in line with specifications and timescales.
• Gather client requirements and complete system specifications accurately.
• Conduct post-installation review calls to assess progress and identify further needs.
• Support project delivery within agreed timeframes, including CRM updates, reporting, and maintaining training materials.
• Liaise with clients, internal teams, developers, installers, and third-party providers to ensure smooth delivery of services.
• Test new functionality, produce release notes, and communicate updates to clients.
• Produce reports, data, and documentation as required.
• Prepare demo and training environments.
• Carry out database maintenance and administration tasks such as yearly budgets & department set-ups.
• Contribute to client research, including desk-based research into potential clients and mystery shopper visits where required.
• Continuously improve own knowledge of the systems and client processes, gaining experience from the Helpdesk environment which involves attending the Dorking office at least once a month. This will involve responding to and logging client queries via email and telephone, escalating where necessary, supporting development requests, and assisting with testing and sales/support materials.
• Maintain demo, training, and sales equipment to a high standard, including training tills and peripherals used both on-site and off-site.
• Support the wider team and business with additional tasks as required.

Person Specification:

To be successful in this role the successful candidate is likely to:

• Enjoy working as part of an internal team and with external clients
• Have effective interpersonal and communication skills and integrity to build strong, trusted client relationships through professional and responsive service.
• Have the ability to deliver projects to a high standard within agreed timescales, taking ownership of tasks and seeing them through to completion.
• Be reliable, well-organised, self-motivated and able to work under pressure at times.
• Have the skills, confidence, and/or experience to provide effective presentations, training, and support, contributing to high client satisfaction and retention. This in-cludes being able to clearly explain processes to others, and to adapt style and content according to the target audience.
• Have good written communication, numeracy, and computer skills, using Microsoft and Google applications, to produce documentation such as release notes and train-ing/support materials. Previous experience of using databases would be useful but is not essential.
• Have an interest in contributing to research and activities that support business growth.
• Be willing to learn and continuously develop knowledge and understanding of systems and client processes, having the confidence to ask questions to clarify understanding.

To apply for this role:

Please send your CV and a covering letter to recruitment@eproductive.co.uk