Client Engagement Manager

2 weeks ago

Stevenage, United Kingdom EKIM Consulting Full time

**Client Engagement Manager - opportunity to interact with clients whilst improving systems and processes**

**Facilities Management Company with clients based across the UK - Offices in Leatherhead or Stevenage.**

We are a national facilities management company who are growing rapidly even in these challenging times, through providing customer focused, technology led services. With the growth comes the opportunity to develop the client account team to develop strongcustomer contracts into lasting relationships. The company are looking for people to join who are motivated, driven and looking for a place they fit and can develop their career.

This is a new role for someone experienced in customer service and account management and thrives on process improvement and creating change for the better.

**The role involves**:
Like all service companies, we have a large number of small, single site clients that are managed predominantly through the helpdesk. This role will provide a liaison between the helpdesk, the operations team and the clients to ensure client service is deliveredto the highest level to these smaller clients.
- Working closely with the Helpdesk to ensure client queries and requests are managed in a efficient and friendly manner.
- Creating process improvement and introducing new ways of doing things to improve helpdesk operation and customer service levels.
- Developing client relationships and providing an escalation point to resolve issues.
- Analysis of helpdesk performance and volume of 'tickets' to identify ways to improve customer service.
- Reporting to senior management team on performance and productivity.

This role will not be 'managing the helpdesk', the role is focusing on process improvement and overseeing the processes to ensure 'tickets' are closed in a manner satisfactory to the clients.
- Be experienced in customer service or account management.
- Be driven by change and process improvement, always keen to improve the way things are done.
- Be comfortable in a fast paced environment where multi-tasking is a way of life.
- Recognise that customer satisfaction is the key driver in a successful service environment.

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