Client Services Manager

Client Services Manager focuses on managing all customer contact touch-points (email, phone etc).

What the role involves

• Managing all customer contact touch-points (email, phone etc).
• Ensure single point of contact created for all customers.
• To carry out regular client reviews, to monitor client utilisation including spend and payment performance.
• Conduct regular 1-2-1s with direct reports.
• Work closely with sales and marketing teams, providing customer feedback & trends to help determine future sales and marketing campaigns to support business growth.
• Monitor KPIs relating to customer service.

Skills and requirements

• Experience in managing team of client facing support staff.
• Understanding of CRM and client management systems.
• To be able to communicate highly technical material to different levels within the business and to gain the confidence of the client.

Confirmed role details

• Lead team of customer service representatives to quickly, calmly and confidently address customer issues regarding service and delivery.
• Company Pension Plan.
• Life Assurance Scheme (4 times annual salary).
• Employee Assistance Programme – 24/7 confidential.