Client Success Lead

4 days ago


Newcastle upon Tyne, United Kingdom Team Jobs - Commercial Full time
Drive Exceptional Client Experiences

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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