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Client Services Manager
2 months ago
Central Employment Agency (North East) Limited is seeking a highly skilled Client Services Manager to join our team. As a key member of our organization, you will play a critical role in ensuring the smooth delivery of services to our clients.
Key Responsibilities- Client Relationship Management: Serve as the primary contact for key client accounts, ensuring the highest level of service is provided while maintaining strong, lasting relationships.
- Team Leadership: Lead, coach, and develop the account management and customer service teams. Foster a positive work environment, focused on teamwork, accountability, and continuous improvement.
- Service Delivery: Ensure the seamless delivery of fulfillment services, from order processing to final delivery. Collaborate with internal departments to optimize workflow, address bottlenecks, and ensure client needs are met.
- Contract Management: Monitor client contracts and profitability, identifying opportunities for upselling and service improvement.
- Issue Resolution: Handle escalated client complaints and service issues swiftly and effectively, ensuring that client satisfaction is maintained while minimizing operational disruption.
- Process Improvement: Continuously review and refine client service processes to improve efficiency and customer experience. Proactively suggest and implement changes where needed.
- Proven Experience: Proven experience in client services, account management, or customer service roles, preferably within a fulfillment or logistics environment.
- Leadership Skills: Strong personnel management skills with a track record of leading and developing teams.
- Communication Skills: Excellent communication and relationship-building skills.
- Commercial Acumen: Commercially astute, with experience in managing client profitability and service delivery.
- Problem-Solving Skills: Ability to handle high-pressure situations and resolve issues effectively.
- Organizational Skills: Strong organizational skills and attention to detail.
We are looking for a candidate who excels at conveying information clearly and efficiently, both in writing and verbally, and is able to adapt their communication style to suit different stakeholders. You should be approachable, empathetic, and able to build strong relationships with both clients and team members.
You should have a proven track record of managing teams, inspiring, motivating, and guiding others to achieve both personal and business goals. You should understand the importance of balancing client satisfaction with commercial objectives and have a sharp business acumen that drives both growth and efficiency.
You should be solutions-oriented, capable of thinking on your feet to resolve issues, and enjoy overcoming challenges with a calm and composed approach.
What We Offer- Annual Bonus: Annual bonus based on achieving KPIs and personal performance.
- Opportunity to Grow: Opportunity to be part of a growing and innovative business.
- Supportive Environment: Work in a supportive and team-focused environment.
