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Client Services Manager

3 months ago

Bristol UK, South West England, United Kingdom Alexander Mae Recruitment Full time

The Company:

Our client knows that purchasing or selling a house can be a major life event. With our client, their customers have their own dedicated property lawyer to guide them every step of the way to ensure everything runs as smoothly as possible. Their mission is to transform the conveyancing industry so that buying or selling a home is a smooth and enjoyable experience.

The Role:

On their behalf we are seeking a Client Services Manager to oversee their customer focussed team. In this team they support their clients and referral partners through their quote and instruction process. You will play a critical role in supporting a team of two Customer Service Advisors to convert prospects into clients and engage referral partners.

Responsibilities will include:

  • Create personalised phone and email scripts for different client
  • Design and optimise contact flows to increase conversion
  • Monitor calls to improve quality, minimise errors and track team performance
  • Oversee the onboarding and relationship management of referral partners
  • Handle and resolve complex enquiries
  • Manage, coach and mentor a team of Customer Service Advisors
  • Evaluate performance using key metrics to identify improvements and training needs
  • Use client feedback to enhance client service procedures, policies and standards
  • Deliver individual and team KPIs that provide excellent client service and satisfaction
  • Recruit and retain new team members to support company growth

The Person:

For this role, our client is looking for someone who is or has:

  • Proven client facing experience, ideally from a startup or high growth environment
  • Proven experience of managing successful customer service teams
  • Experience designing and optimising contact flows
  • Experience of objection handling and creating messaging for different client segments
  • Warm and personable communication and interpersonal skills
  • Strong analytical skills and an affinity for data driven decision making
  • Comfortable working in a target-driven environment
  • Experience working in B2C and B2B environments
  • Strong affinity for digital technology

The Benefits:

  • 28 days annual leave (plus bank holidays on top)
  • Option to buy or sell a further 5 days of leave
  • Private health insurance
  • Group life assurance
  • Wellbeing fund that contributes £25 per month towards an activity that promotes your mental or physical wellbeing
  • Performance related bonus
  • Significant investment in your learning and development

The Salary:

£32-40,000 with a quarterly bonus of 5% of salary.

The Location:

BS4, Brislington Bristol

The Hours:

Monday – Friday 9am – 5.30pm