Client Services Manager

4 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom NEC Full time

Job Description

The Client Services Manager is responsible for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs), and to act as the single point of contact for all service delivery escalations.

This role requires a strong understanding of the IT industry, with relevant experience and knowledge of Local Government, Housing Associations and Central Government departments where appropriate.

Key Responsibilities

  • Manage the delivery of services against a set of pre-defined Key Performance Indicators.
  • Develop and maintain customer relationships at senior level to maximise customer satisfaction.
  • Act as the Information Asset Owner, ensuring that customer data is handled, stored, processed and disposed of appropriately.
  • Liaise with internal teams to ensure maintenance activities and changes in the product/service offering are properly processed.
  • Ensure that customer data is accessed, handled, stored and processed appropriately.
  • Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews.
  • Contribute to the development and on-going management of the Customer Account Plan.
  • Identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
  • Manage risk to a point of acceptance, mitigation or escalation.
  • Ensure adherence to corporate policy, processes, procedures and guidelines, especially with reference to information security.


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