Client Services Manager

3 weeks ago

Bromsgrove, United Kingdom WM Compliance Full time

**Client Services Manager**

Bromsgrove, Worcestershire

£22k - 24k per year + 2% bonus

Permanent

Reporting to the Lead Client Services Manager, the role will be responsible for pro-actively supporting clients and managing the routine aspects of the client account in conjunction with the Scheduling team and Account Managers.Working with the Helpdesk,the Client Services Manager will also provide guidance and advice to customers in respect of the bespoke web-based property risk management system, Meridian, to achieve a high level of H&S compliance.

**Key Activities - Client Relationship Management**
- Receive and process new job requests for both visits and other services on Meridian, chasing purchase orders where required.
- Ensure all documentation is loaded onto the document storage section of the Scheduling Module and IT systems as required
- Providing quotations to clients using a standard fee matrix
- Check and remove any auto-created site visits, if site is sold or type or client no longer requires a specific visit type
- Ensure all orders are recorded on Meridian Scheduling system for at least six months ahead.
- Running monthly exports as required for work planning purposes.
- Updating client reports each month and submitting to clients as required and attending SLA meetings as required
- Ensure the Account Director and/or Technical Account Managers are fully briefed on relevant client specific issues and provide summary information on the account status for client meetings.
- Maintain client information sheets containing client specific information
- Update/maintain forecasting documentation (fee pipeline for rolling 12 months)
- Produce and send invoices to clients and/or upload invoices to client specific systems
- Raise credits as authorised by Account Director/Lead Client Services Manager/Lead Scheduler
- Upload client reports to Meridian and/or other systems as stipulated by client
- To co-ordinate and distribute information to clients as required

**Key Activities
- Meridian Support**
- Administer client portfolio variations, in conjunction with the Helpdesk (sold/new sites)
- Take ownership of queries to ensure resolution or escalate to the Helpdesk - client to be updated with progress if there are delays in responses.
- Become a ‘super user’ of the company’s data management system - understand differences between client functionalities

**Key Activities - General**
- Management of calls and enquiries to the central telephone line
- Attend training as necessary for the role
- Attend team and company meetings.
- To report IT issues as they arise, keeping Lead Client Service Manager updated
- To put forward suggestions to improve IT systems.
- To work within the company Quality procedures raising suggestions for improvement with the Quality Manager
- To undertake additional tasks and responsibilities as may be reasonably required

**Personal Attributes**
- Accuracy with an eye for detail; able to self-check own work
- Ability to work on own initiative and pro-active approach to problem solving.
- Self-motivated and highly organised, with the ability to prioritise own workload and work to deadlines
- Enthusiastic team player with a ‘can do’ attitude.
- Committed to going the extra mile to get the job done
- The ability to deal with client enquiries in a positive manner presenting a professional image of the organisation at all times, solving queries or escalating as necessary.

**Essential Criteria**
- Excellent telephone manager
- Previous customer service background
- Excellent IT skills, to include all Office products and specifically Excel
- Data-input experience.
- Willingness to learn new IT

**Desirable Criteria**
- A-level standard of education
- Previous experience in a Client Service role

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