About the Role:
Glasgow is a major centre for professional services, business operations, and client support, and at Kew Demand Business Services, we help organisations strengthen customer relationships, improve service delivery, and manage complex client requirements.
We are looking for a Client Services Manager who can oversee key accounts, coordinate service delivery, and ensure clients receive consistent, professional, and responsive support.
You will work closely with account teams, operations staff, project managers, commercial specialists, and senior stakeholders to maintain strong client relationships and deliver agreed service outcomes.
Why Work With Us?
The Environment:
Our office is located in central Glasgow, providing a professional setting for client meetings, team collaboration, and business operations.
Client Ownership:
You will have meaningful responsibility for client satisfaction, service quality, account performance, and the coordination of ongoing support.
Varied Portfolio:
You will work with clients across different sectors, each with distinct operational needs, service expectations, and commercial priorities.
Professional Growth:
You will have opportunities to strengthen your skills in account management, stakeholder engagement, commercial planning, service improvement, and team coordination.
Key Responsibilities:
Client Relationship Management:
Build and maintain strong working relationships with assigned clients, acting as a primary point of contact for service matters, operational updates, and ongoing support.
Service Delivery:
Coordinate internal teams to ensure services are delivered accurately, professionally, and within agreed timelines and standards.
Account Reviews:
Prepare and lead regular client review meetings covering performance, service quality, outstanding actions, risks, and future requirements.
Issue Resolution:
Investigate service concerns, coordinate corrective action, and ensure clients receive clear and timely updates.
Stakeholder Coordination:
Work with internal departments, suppliers, project teams, and commercial contacts to manage client requirements and resolve operational challenges.
Performance Monitoring:
Track service levels, client satisfaction, response times, delivery quality, and other key account measures.
Commercial Support:
Assist with renewals, pricing discussions, service changes, contract reviews, and opportunities to expand existing client relationships.
Client Onboarding:
Coordinate the introduction of new clients, ensuring requirements, responsibilities, timelines, and service expectations are clearly documented.
Service Improvement:
Identify recurring issues, gather client feedback, and recommend practical improvements to strengthen service delivery.
Reporting:
Prepare account reports, service summaries, performance updates, and presentations for clients and internal stakeholders.
Risk Management:
Identify risks affecting client relationships, delivery commitments, service quality, and commercial performance.
Team Coordination:
Guide account support staff and coordinate cross-functional activity to ensure client priorities are understood and addressed.
Documentation:
Maintain accurate client records, meeting notes, action plans, service agreements, escalation details, and account history.
Retention:
Support client retention by building trust, resolving concerns, and demonstrating consistent value through reliable service.
What We Are Looking For:
Experience:
At least 5 years of experience in client services, account management, service delivery, customer success, business operations, or a related professional role.
Education:
A degree in Business Management, Marketing, Communications, Operations Management, or a related discipline is preferred.
Client Management Skills:
Strong ability to manage client expectations, build professional relationships, and handle sensitive or complex service discussions.
Commercial Awareness:
Good understanding of service contracts, account growth, client retention, pricing considerations, and business performance.
Communication Skills:
Strong spoken and written English is required, together with the confidence to communicate with clients, internal teams, and senior stakeholders.
Problem Solving:
Ability to assess service issues, coordinate practical solutions, and maintain client confidence during difficult situations.
Reporting Skills:
Experience preparing client reports, performance summaries, presentations, and action plans.
Leadership Skills:
Ability to coordinate internal teams, guide support staff, and influence delivery without relying solely on formal authority.
Organisation:
Ability to manage several client accounts, changing priorities, deadlines, meetings, and service commitments.
Systems Knowledge:
Experience with customer relationship management platforms, service management tools, Microsoft Office, reporting systems, or similar business software is preferred.
Mindset:
You are organised, commercially aware, and client-focused. You take ownership of service outcomes, communicate clearly, and remain calm when managing competing priorities, difficult conversations, and urgent client needs.
Pay: £3,200.00-£3,800.00 per month
Benefits:
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
