Client Services Manager

4 weeks ago

Mendip, United Kingdom Reed- UNLIMITED Full time

Job Title: Client Services Manager

Job Overview

We are a bespoke electronic security provider working predominantly in central London and are looking for a dynamic and commercially strong operator with an entrepreneurial spirit. You must have an enquiring mind and a huge amount of common sense to fit into our family run business.

As a Client Services Manager, you will be responsible for overseeing and managing all aspects of client relationships, ensuring satisfaction, retention, and growth. You will act as one of the main points of contact between the company and its clients, advocating for client needs within the organization and ensuring that client expectations are met or exceeded.

Responsibilities:

1. Client Relationship Management:

  • Develop and maintain strong, long-lasting relationships with clients.
  • Act as one of the primary points of contact for client inquiries, requests, and escalations.
  • Understand clients' needs and objectives and communicate them effectively to internal teams.
  • Regularly check in with clients to assess satisfaction and identify opportunities for improvement.

2. Service & Help desk:

  • Working with our Client Service Co-ordinator, you will be managing our ticketing system on the relevant CRM, ensuring all client tickets are acknowledged within SLA and engineers are co-ordinated to attend where necessary.
  • Ensure all call are answered professionally.
  • Ordering equipment for remedial works.
  • Managing Planned Preventative Maintenance visits with our clients.
  • Providing quotes as and when required.
  • Performance of handovers to and from our control room in the morning and afternoons.

3. Opem external & internal stakeholder management:

  • Management and overseeing of a well-established control room that monitors all our client security systems.
  • Managing all our 3rd party contractors where required including a guarding contract that we manage for one of our largest clients.
  • Working with the Managing Director on several of our client accounts and attending meetings and taking minutes where required.

4. Client Communication:

  • Communicate proactively with clients to provide updates on projects, address concerns, and gather feedback.
  • Serve as a liaison between clients and internal teams, ensuring clear and effective communication on both sides.
  • Prepare and deliver regular reports and presentations to clients on project status, performance metrics, and strategic recommendations.

5. Client Retention and Growth:

  • Identify opportunities to expand services or upsell additional products to existing clients.
  • Develop strategies to increase client retention and loyalty.
  • Collaborate with sales and marketing teams to generate leads and acquire new clients.

Qualifications:

  • Must have at least 5 years’ experience in a similar role
  • Proven experience in client services, account management, or a related role.
  • Excellent communication and interpersonal skills.
  • Strong project management skills, with the ability to multitask and prioritize.
  • Analytical mindset with the ability to interpret data and make strategic recommendations.
  • Knowledge of the industry or market served by the company would be an advantage.
  • Proficiency in CRM software and Microsoft Office Suite.

Skills:

  • Exceptional customer service skills.
  • Strong negotiation and conflict resolution abilities.
  • Detail-oriented with excellent organizational skills.
  • Ability to work independently and collaboratively in a team environment.
  • Adaptability and flexibility to navigate changing client needs and priorities.
  • Leadership qualities with the ability to inspire and motivate team members.

Conclusion:

The role of a Client Services Manager is pivotal in maintaining positive client relationships, driving client satisfaction, and contributing to the overall success and growth of the company. A successful candidate for this role will possess a combination of strong interpersonal skills, strategic thinking, and a customer-centric mindset.

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