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Customer Success Manager

2 months ago

StokeonTrent, United Kingdom Anderson Wright Consulting Full time
CLIENT SERVICES MANAGER
Company: Anderson Wright Consulting

Overview:
As a pivotal member of our team, the Client Services Manager will be responsible for fostering and maintaining strong relationships with our diverse portfolio of clients. This role is essential in ensuring the delivery of exceptional service and support within the financial services sector.

Key Responsibilities:
  • Act as the primary liaison for your assigned clients, managing daily operations, performance metrics, service level agreements (SLAs), and quality assurance.
  • Engage with prominent utility, retail, and governmental organizations across the UK.
  • Establish and nurture effective communication channels with clients to build robust partnerships.
  • Serve as the intermediary between clients and internal teams to facilitate seamless execution of client requests.
  • Deliver outstanding service throughout the client journey, ensuring satisfaction from initiation to completion.
  • Identify and understand the unique requirements of each client to tailor our services accordingly.
  • Maintain regular contact with clients to ensure ongoing engagement and satisfaction.
  • Conduct periodic client review meetings to assess satisfaction levels and service delivery.
  • Generate and present performance reports, analyzing key performance indicators (KPIs) to identify opportunities for service enhancement.
  • Participate in both new business and existing client meetings, delivering insightful presentations and reports.
  • Continuously refine client service processes, policies, and standards to elevate the organization’s service quality.
  • Provide internal stakeholders, including executive leadership, with regular updates on client performance and engagement.
  • Coordinate and schedule client meetings, including necessary travel arrangements.
  • Represent the company at seminars, conferences, and relevant events.
  • Ensure that client relationship management (CRM) and case management systems are consistently updated.
  • Adhere to regulatory standards and compliance requirements.
  • Work primarily from the office while visiting client locations as needed.

Candidate Profile:
  • Proven experience in a similar client services role.
  • Background in financial services and familiarity with regulatory frameworks is highly advantageous.
  • Experience working with national corporations and government entities is preferred.
  • Strong communication skills with an emphasis on relationship building.
  • Exceptional interpersonal abilities, fostering trust and collaboration with clients.
  • Proficient in problem-solving and working collaboratively with various stakeholders.
  • Experience in mentoring and leading teams effectively.
  • Competent in using Microsoft Word and Excel.
  • Strong organizational skills with the ability to prioritize tasks efficiently.
  • Detail-oriented with a methodical approach to work.
  • Ability to deliver engaging presentations to diverse audiences.
  • Must reside within a reasonable commuting distance to the office, with access to local transport links.

Compensation and Benefits:
Competitive salary based on experience, with a comprehensive benefits package including:
  • Generous holiday allowance, including bank holidays and options for additional leave.
  • Contribution towards gym membership.
  • Access to a rewards platform offering discounts on shopping and dining.
  • Employee assistance program for health and wellbeing support.
  • Paid volunteer time for charitable activities.
  • Enhanced family leave policies.
  • Group life insurance and pension scheme.
  • Opportunities for career development and recognition for long service.
  • Casual dress code and regular social events.
  • Free onsite parking.