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Client Services Manager

2 months ago

Sunderland Tyne and Wear, United Kingdom Devonshire Full time

Are you an experienced Client Services Manager looking for a new challenge?

If you love leading a team and have outstanding stakeholder management, you will love this role You will join working in a team on site and be close the Sunderland.

I am seeking a highly motivated and experienced Client Services Manager to lead the team, whilst being hands-on on working closely in external clients and internal stakeholders.

Our client is a dynamic and forward-thinking organisation committed to revolutionising the way our clients do business who specialise in digital transformation services, helping clients transition from traditional paper-based processes to cutting-edge digital solutions.

Success will be achieved through managing the client and internal stakeholders effectively and providing clear verbal and written communications. Growing and developing the client accounts, through existing service offerings, with sales increase and client satisfaction at the forefront.

Key Responsibilities

  • Effective management of day-to-day client portfolio
  • Communicate effectively with stakeholder across the business to deliver client requirements Manage delivering to contractual SLA’s aligned with Client contractual agreement
  • Responsible for managing Client Service Account Managers, direct reports responsible for their own client portfolio
  • Ensure all team deliverables are met on time, including ensuring weekly forecasts are a focused activity for the team and are updated and validated for accuracy on time
  • Ensuring all invoicing is completed accurately & on time
  • Act as client point of contact for escalations, managing appropriately through to required satisfaction
  • Plan team’s schedules and holidays/absences
  • Responsible for creating a strong team environment which has the clients culture at the centre of the team
  • Responsible for reviewing and approving NCR’s (non conformance reports) and working with the quality and compliance/training teams and team members to identify root cause and preventative methods
  • Responsible for identifying gaps in current process and suggesting improvements
  • Supporting the team with any workload challenges via support of prioritisation, also encouraging best practice in time management skills
  • Driving organisation within the team of activities and time
  • Supporting the Strategic Inbound Manager and commercial director to drive initiatives within the team

Key Qualifications

  • Marketing/e-commerce
  • Experience within a customer success role
  • Exceptional ability to communicate and foster positive business relationships
  • Exceptional organizational skills, with the capacity to multitask effectively in a fast-paced environment.
  • Strong analytical skills to interpret data meaningfully and provide actionable insights Demonstrated ability to work collaboratively in a team and adapt effectively to change management processes.
  • Advanced problem-solving skills

Knowledge/Skills:

  • Experience within a BPO, RPO or Client Services industries
  • Strong stakeholder management experience both internal and external
  • Line management experience
  • High level of communication and analytical skills

Please only apply if you have the right to work in the UK and can work on-site up to 5 days pw in Sunderland.