Manager of Client Relations

2 days ago

Bromsgrove, Worcestershire, United Kingdom Equals One Ltd Full time
Job Title: Client Services Manager

We are seeking a seasoned professional to fill the role of Client Services Manager at Equals One Ltd.

The successful candidate will have extensive experience in client-facing roles, with a proven track record of delivering exceptional customer service and building long-lasting relationships with clients and colleagues alike.

About the Job:

  • Support clients and manage routine aspects of their accounts in collaboration with the Scheduling team and Account Managers.
  • Work closely with the Helpdesk to provide expert guidance and advice to customers on the use of Meridian, aiming to achieve high standards of H&S compliance.

Key Duties:

  • Develop and maintain strong relationships with clients through regular communication and proactive issue resolution.
  • Process new job requests for visits and other services on Meridian, ensuring timely completion of purchase orders.
  • Prepare and present quotations to clients based on a standard fee matrix.
  • Update service fees annually, as agreed with Account Directors.
  • Ensure accurate and timely recording of orders on the Meridian Scheduling system for at least six months ahead, including Meridian and system fees.
  • Run regular exports for work planning purposes.
  • Prepare and submit client reports on a monthly basis, attending SLA meetings as necessary.
  • Maintain comprehensive records of client information sheets containing specific details about each client account.
  • Manage forecasting documentation, maintaining an accurate fee pipeline for the rolling 12-month period.
  • Assist with resolving invoice queries from clients in a prompt and professional manner.
  • Upload client reports to Meridian and/or other systems as stipulated by clients.
  • Collaborate with internal colleagues to resolve report-related issues, keeping clients informed of progress if delays occur.
  • Distribute relevant information to clients as required, ensuring seamless communication channels.

Additional Responsibilities:

  • Administer client portfolio variations in conjunction with the Helpdesk.
  • Take ownership of resolving client queries efficiently, escalating issues to the Helpdesk if necessary and keeping clients updated on progress if there are any delays in response.
  • Become proficient in the company's data management system, understanding differences between client functionalities.

Requirements:

  • Excellent communication and interpersonal skills.
  • Ability to work independently, proactively approaching problem-solving.
  • Self-motivated and highly organized, with the ability to prioritize workload and meet deadlines.
  • Enthusiastic team player with a can-do attitude.
  • Committed to going the extra mile to achieve results.
  • Able to handle client inquiries positively, presenting a professional image of the organization at all times, solving queries or escalating as necessary.

Estimated Salary: £25,200 - £29,200 per annum

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