Client Success Lead
4 days ago
We are seeking an experienced Customer Support Manager to lead our Client Support Team across the UK and Ireland. As a key member of our team, you will play a pivotal role in shaping our customer service strategy and ensuring our position as an industry leader in delivering exceptional client experiences.
Key Responsibilities
- Drive client retention through exceptional customer experiences.
- Develop proactive processes for client onboarding, training, and support.
- Take ownership of customer issues, seeing problems through to resolution.
- Create and harmonise service procedures, policies, and standards.
- Maintain accurate records and document customer interactions.
- Analyse service performance and generate actionable reports.
- Recruit, mentor, and develop high-performing customer service agents.
- Stay updated on industry trends and implement best practices.
- Optimise resources to meet qualitative and quantitative targets.
What We Offer
- £55,000 - £65,000 per annum.
- A competitive benefits package, including 25 days annual leave, plus bank holidays (with the option to buy or sell up to 5 days).
- An additional day off to celebrate your birthday.
- Competitive pension contributions.
- Life assurance and income protection.
- Volunteering opportunities to give back to the community.
- Access to an employee assistance program for support when you need it.
- Cycle-to-work scheme for a greener commute.
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