Customer Success Manager

2 weeks ago

Chelmsford, Essex, United Kingdom Giant Screening Full time

At Giant Screening we have an exciting opportunity for a Customer Success Manager to join our growing team.

Salary: £27,000 to £30,000 per annum

Location: Homebased-UK ( with option to work from office)

Hours: 37 hours per week, Monday to Friday within the UK service hours

Tenure: Permanent

About us

Incorporated In 1992, Giant Group is a workforce management solutions provider, dedicated to transforming the way businesses manage their global contingent workforce.

We're proud to offer a scalable end-to-end solution, including vendor management, screening, timesheet, bill and pay as well as a range of global employment options. Our proprietary software combined with our award-winning support services is what sets us apart and everything we do has a focus on the client experience.

We have a proven track record of enhancing operational efficiency and reducing costs for our clients, whilst helping them avoid risk and remain compliant.

To understand more about Giant Group and our services please browse our website at:

About the role

As the Customer Success Manager, you'll play a crucial role in facilitating the delivery of a diverse array of screening services and solutions to clients across various industries. You'll lead the coordination of activities, conduct thorough service reviews, and collaborate closely with clients. As a key point of contact, you will manage the wider Customer Success team to ensure seamless customer support, meeting and exceeding KPI's while serving as the go-to escalation point.

You may also assist the Head of Customer Success in their day-to-today operations and required processes and tasks.

Your ultimate objective is to support the Customer Success team in maintaining and developing relationships with clients ensuring there is a strong, positive relationship between giant and its clients. This entails surpassing performance benchmarks exceeding key performance indicators (KPI's), and meeting and surpassing service level agreements (SLAs).

Key responsibilities of the role include but are not limited to:

  • Act as the main point of contact for all existing clients, maintaining a clear line of communication and addressing any needs/concerns.
  • Leading service review sessions, documenting and taking actions and next steps.
  • Enhancing & maintaining stakeholder connections whilst measuring success through client satisfaction, delivery quality & financial performance.
  • Take ownership of client satisfaction
  • Guiding new client onboarding, actively contributing to achieving project milestones during service transition phases.
  • Ensure proactive handling of any incidents/issues, ensuring that SLA's are met. Reporting and escalating to the Head of Customer Success.
  • Manage and lead a team of customer success advisors and specialists, providing guidance, coaching and performance feedback.
  • Take ownership of developing process improvements to enhance service efficiency and effectiveness.
  • Deliver and demonstrate a high knowledge and clear understanding of GDPR/Data protection and all aspects of handling and processing personal data.

About you

You must have at least 4 years' Screening experience with a minimum of 1 year managerial experience.

You must have great enthusiasm and attitude for the role, a high level of resilience and strong written and verbal communication and emotional intelligence.

  • Proficiency in Microsoft office is required.
  • Proven ability to meet and surpass SLA & KPI benchmarks.
  • An understanding of customer service specifically in problem solving and external communication
  • Understanding and awareness of the importance of data protection/GDPR policy's and processes

Employee Benefits

  • 31 Days Holiday: Enjoy generous time off, inclusive of bank holidays.
  • Pension Scheme: Secure your financial future with our pension plan.
  • Enhanced Maternity and Paternity Pay: We're here to support your growing family.
  • Life Assurance: We've got you covered.
  • Employee Referral Bonus: Refer talent and earn rewards.
  • Birthday Leave: Celebrate your special day with an extra day off.
  • Employee Assistance Program: Get the support you need when you need it.
  • Buy Additional Holidays: More time for you, when you need it.
  • BHSF Health Cash Plan: Your health is our priority.
  • Giant Advantage: Exclusive discounts for our amazing team.
  • Subsidised Gym Membership: Stay fit and healthy with Nuffield Health.
  • Salary Sacrifice Schemes: Save on a new bike or car while reducing your tax.
  • Role-Relevant Training: Invest in your career growth.
  • Long Service Awards: Celebrate your loyalty and dedication.
  • Wecare Services: Access free 24/7 online GP, mental health support, and virtual well-being resources

All our posts are subject pre-employment checks. We are committed to equal opportunities in employment, and we look forward to all applicants and applicants with a disability who meet the minimum criteria for the job and to consider them on their abilities.

Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.

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