[Hiring] Client Services Coordinator @BSI

Role Description

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

• Create and maintain client master data, adhering to process rules and regulatory frameworks.
• Apply best practices to create/maintain client data across all RS schemes such as ISO 13485, ISO 42001, regulation, and directive.
• 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.
• Undertake activities according to 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

• Knowledge and Experience:
  • 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.
• Skills and Abilities:
  • 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.
• Qualifications:
  • 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.
• Personal Qualities / Aptitudes:
  • 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.