Customer Success Manager

3 weeks ago


Rochdale, United Kingdom Language Empire Full time

Language Empire, a leading provider of face-to-face interpreting and translation services, is seeking a dynamic and customer-focused Customer Success Manager to join our team. With a focus on delivering exceptional language solutions to public sector organizations throughout the UK, we pride ourselves on our commitment to providing the highest level of customer service in over 500 languages. As the Customer Success Manager, you will play a vital role in ensuring our clients' satisfaction and success.

As the Customer Success Manager at Language Empire, you will be responsible for building and maintaining strong relationships with our clients. You will work closely with them to understand their needs, provide support, and ensure that our services are meeting their expectations. Your responsibilities will include onboarding new clients, proactively identifying opportunities for account growth, and resolving any issues or concerns that arise. Additionally, you will collaborate with cross-functional teams to ensure the smooth delivery of our services and to drive customer satisfaction and loyalty.

What will you be doing?

  • Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.
  • Account Growth: Proactively identify opportunities for account growth and work with the sales team to maximize revenue.
  • Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of our services.
  • Customer Support: Provide ongoing support to clients, addressing any issues or concerns that arise and ensuring timely resolution.
  • Customer Feedback: Gather feedback from clients and communicate it to relevant teams, ensuring continuous improvement of our services.
  • Collaboration: Work closely with cross-functional teams, including sales, operations, and finance, to ensure the smooth delivery of our services and the overall satisfaction of our clients.
  • Customer Success Metrics: Define and track key customer success metrics, such as customer satisfaction, retention, and expansion.
  • Contract Management: Supporting the business when tendering for new contracts, re-bidding and implementing new contracts.
  • Market Knowledge: Stay up-to-date with industry trends and best practices to provide strategic insights and recommendations.

Requirements

  • Bachelor's Degree in Business, Marketing, or related field
  • Prior experience in a customer success or account management role, preferably in the language services industry or a related field.
  • Strong communication and interpersonal skills, with the ability to build rapport with clients and stakeholders at all levels.
  • Excellent problem-solving and conflict-resolution abilities.
  • Ability to work collaboratively with cross-functional teams to drive customer success and satisfaction.
  • Results-driven mindset with a focus on achieving targets and delivering high-quality service.
  • Strong organizational and time management skills to effectively prioritise and manage multiple clients and tasks.
  • Proficiency in CRM software and other relevant tools.
  • Knowledge of the public sector and procurement processes is desirable.

Benefits

Become part of our team at Language Empire and you’ll find an inclusive culture which prizes mutual respect, innovation and high performance. Hard work deserves great benefits:

Health and Well-being Support:

  • Doctorline: 24/7 telephone access to a practising UK GP.
  • Togetherall: A safe online space to get the support you need, in confidence.
  • Structured Counselling: Professional mental health support

Information and Assistance:

  • 24 Hour Advice Line: Confidential guidance on medical, legal or domestic issues.
  • Eldercare Advice: A Telephone Care Advisory Service for support with caring responsibilities.

Discount and Savings:

  • Discounts and special offers at hundreds of retailers, restaurants and destinations.
  • Savings on Gym membership, health clubs and leisure centres, as well as discounted online subscriptions.

Office perks:

  • Free tea and coffee
  • Onsite parking for your convenience
  • Fresh fruit delivered weekly
  • ‘Dress Down’ Fridays
  • Quarterly team outings/activities

EMPIRE GROUP is on a mission to revolutionize the translation & interpretation industry. Since, its establishment in 2001, the company has been providing professional interpreters mostly to public sector organizations in the UK. We have been supplying interpreting and translation services locally and nationwide covering 200 core languages and dialects throughout the UK. To date, our 20,000+ strong workforce of face-to-face interpreters speak over 435 languages and dialects as well as rare and exotic languages. Our 1,000+ translators are all UK-based with a cover for over 200 languages which can be translated to and from English. We have robust systems to manage our pool of translators and interpreters across the country.

Our Vision: “To become the UK’s leading provider of translation, interpreting and related services for the public and private sectors.”

Our Mission: “To provide outstanding services that bridge the language barrier while respecting and celebrating cultural diversity.”

We value: PEACE – People -> Ethical Conduct -> Assured Excellence -> Clients -> Equality & Diversity

Language Empire is proud to be a Disability Confident and Real Living Wage accredited Employer



  • Rochdale, United Kingdom Wallace Hind Selection Full time

    Based at our Head Office the Customer Service Manager role is pivotal in ensuring the delivery of an outstanding customer journey. The key focus of your role is to truly understand and nurture the voice of the customer, as the nucleus between customer service,internal sales, and credit control teams, you really can impact our customer experience. **BASIC...


  • Rochdale, United Kingdom Northern Employment Services Full time

    **Customer Service Manager** **Location: Rochdale** **Hours: Monday - Friday (40 hour working week)** **Salary, up to £35,000 p/a (Depending on experience)** We have an exciting new opportunity as a Customer Service Manager located in the Rochdale area for a well-established manufacturer with customers and suppliers worldwide. As a Customer Service...


  • Rochdale, United Kingdom Footasylum Full time

    **Description** We are hiring a Customer Experience Team Manager to play a vital role for the Customer Experience department and Footasylum, ensuring all team members understand the team’s objectives and that they work together to achieve it. You will be responsible for ensuring that team members are supported and able to deliver the highest standard of...


  • Rochdale, United Kingdom Hays Specialist Recruitment Limited Full time

    Customer Service Manager - £35,000, Rochdale, Fulltime Permanent, Mon-Fri Your new company Hays are recruiting for a Fulltime Permanent Customer Service Manager. This role is based Greater Manchester and is immediate starting. Your new role Your new role will involve managing a team of customer service representatives along with ensuring all quotes are...


  • Rochdale, United Kingdom Matt Burton Full time

    MBA are looking for a Customer Experience Manager to work out of our client's prestigious Automotive Retail Centre in Rochdale. This is a great opportunity to work with one of the most prestigious brands in the automotive industry. The client is a family run business who started over 110 years ago and during that time, have sold and repaired cars and bikes...


  • Rochdale, United Kingdom Page Personnel Full time

    Join a highly reputable, market leading company - Opportunity to learn new skills **About Our Client**: A new and exciting opportunity has become available for a Customer Service Administrator to join a leading Distributor based in Rochdale. If successful, you will be responsible for taking ownership over the orders and delivering fantastic service levels,...


  • Rochdale, United Kingdom Page Personnel - UK Full time

    On-going temp role with the possibility of being made perm - Weekly pay and competitve pay rate **About Our Client**: Our client is a renowned entity in the retail sector, boasting a substantial workforce across multiple locations. They are committed to providing high-quality products and ensuring customer satisfaction. As a Temporary Customer Service...

  • Customer Service

    2 months ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **Onsite Training followed by Hybrid / WFH Working Schedule** **Working Hours 15 Hours Per Week** **Weekend Working Saturday & Sunday 9am - 5pm** **£11.84 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in Rochdale. This is a fantastic opportunity to secure a...

  • Customer Service

    2 months ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **2 - 4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 10pm** **£11.28 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in...

  • Customer Service

    2 months ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 9pm** **£11.84 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in Rochdale....

  • Customer Service

    2 months ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **2 - 4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 10pm** **£11.84 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in...

  • Customer Service

    1 month ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 9pm** **£11.11 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in Rochdale....

  • Customer Service

    5 days ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 9pm** **£11.84 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in Rochdale....

  • Customer Service

    1 month ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **2 - 4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 10pm** **£11.84 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in...

  • Customer Service

    2 weeks ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **2 - 4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 10pm** **£11.84 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in...

  • Customer Service

    2 weeks ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 9pm** **£11.11 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in Rochdale....

  • Customer Service

    5 days ago


    Rochdale, United Kingdom mpeople recruitment limited Full time

    **Customer Service Adviser** - **Rochdale** **2 - 4 Weeks Onsite Training followed by Hybrid Working Module** **Working Hours 37.5 Hours Per Week** **working 5 out of 7 days per week** **Shifts will fall between the hours of 8am - 10pm** **£11.28 per hour** Mpeople are currently seeking Customer Service Advisors on behalf of our client based in...


  • Rochdale, United Kingdom Recruitment Solutions (NW) Ltd Full time

    Karen Reynolds & Josh Hallett Circa £35,000 per annum plus bonus and excellent benefits including hybrid working / parking on site Our client is a highly successful and long-established household name with an excellent reputation in the marketplace. Their success is built around an excellent range of products and their management and delivery to...


  • Rochdale, United Kingdom Page Personnel Secretarial & Business Support Full time

    A new and exciting opportunity has become available for a Customer Service Coordinator to join a leading Distributor based in Rochdale. If successful, you will be responsible for managing the relationships with customers, taking ownership over the ordersand delivering fantastic service levels. **Client Details** We are working alongside an established...


  • Rochdale, United Kingdom Wireless CCTV Full time

    **Customer Support Administrator**: £23,800 per annum - salary progression upon successful probation. **Ready to join a company that puts employee development and progression at the forefront?! At Wireless CCTV we appreciate all our employees and know they are our strongest assets; this is the reason we are passionate about providing long-lasting...