Client Service Team Manager

4 days ago


Northamptonshire, United Kingdom ACS Recruitment Solutions Ltd Full time

**Client Service Team Manager**

**Hybrid - Must be commutable to Northampton, Sheffield, Glasgow or Plymouth**

**£24,023.67 per annum**

Our well-established national client are currently seeking Client Service Team Manager to join their team on a remote basis.

This is a fantastic opportunity for anyone with prior people management experience to join a friendly team working within a well established and progressive business.

**Key Duties**:

- Manage a team of allocated Client Service Administrators and Advisors
- To be able to inspire, support and lead a team of highly motivated people within the Client Services operational function, being responsible for their daily activities and the guidance of each individual
- To be point of contact for all operational aspects of customer service, building strong and sustained relationships across the business and with our customers
- To evaluate, manage and develop departmental objectives, through the efficient and effective utilisation of staff across all teams
- Create cost effective procedures and efficiencies that allow our customers to experience the best possible levels of response and service whilst maintaining quality at all times
- Liaise with Department Managers across the business to ensure overall daily operations and staffing levels are maintained.
- Monitor and maintain required staffing levels, through recruitment, selection and Induction
- Working with the Training Coach, ensure that individual and collective training programmes are implemented, refreshed and monitored to ensure our people are skilled in all aspects of customer excellence
- Ensure regular communication is shared across the whole team to update on best practices and client feedback
- Day to day supervision of direct reports to sustain an efficient and superior service
- Manage the call handling process, to ensure all incoming calls are answered and call backs are responded to within agreed timescale.
- Ensure teams process all incoming requests within the agreed KPI regimes.
- Process all employee requests requiring approval such as expenses and holidays in-line with Company policies and procedures whilst ensuring staffing levels are maintained.

**Required Skills and Qualifications**:

- People Management experience in a team-oriented workplace is essential
- Demonstrable ability to lead and develop a department is essential
- Proven Customer Service skills and experience in a customer services environment for a minimum of 12 months
- Must be able to effectively communicate verbally and in writing to a high standard
- Team Leader or Management Degree or Diploma would be desirable
- GSCE’s grades 4 - 9 in English and Maths
- Proficient use of Microsoft Office such as Outlook, Excel, PowerPoint, Word and Teams is essential for this role

**The Offering**:

- £24,023.67 per annum
- Extensive company benefits package
- Friendly working environment

**Working Hours**:
Monday-Friday - 37.5 hours per week



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