Client Services Manager
Job Summary
We are looking for an experienced and motivated Client Services Manager to lead our Client Services Team and ensure we continue to deliver exceptional service to our clients every day.
This is an exciting opportunity for a customer-focused professional who thrives on building strong client relationships, leading high-performing teams, and driving service excellence. You will play a key role in managing client accounts, supporting team development, improving operational performance, and identifying opportunities for growth.
Key Responsibilities
- Lead, motivate, and develop the Client Services Team to deliver outstanding customer service.
- Act as the primary escalation point for client queries and service-related issues.
- Build and maintain strong relationships with key clients, understanding their business needs and ensuring high levels of satisfaction.
- Ensure all client enquiries are managed effectively and resolved within agreed service level agreements (SLAs).
- Monitor team performance against KPIs and implement continuous improvement initiatives.
- Work closely with internal departments to ensure a seamless client experience from order creation through to completion.
- Prepare and present performance reports and account reviews to clients and senior stakeholders.
- Oversee the day-to-day management of client accounts, ensuring outstanding orders, held deliveries, service queries, and operational issues are resolved efficiently and within agreed service levels.
- Ensure compliance with company policies, procedures, and service standards.
About You
To be successful in this role, you will have previous experience in a Client Services, Customer Service, Account Management, or Customer Success leadership position.
You will also demonstrate:
- Proven experience managing and developing customer-facing teams.
- Excellent communication and relationship-building skills.
- Strong problem-solving and decision-making abilities.
- Confidence managing challenging situations and client escalations.
- Experience presenting to senior stakeholders and key decision-makers.
- Commercial awareness and the ability to identify growth opportunities within existing accounts.
- Strong organisational and time management skills.
- Proficiency in Microsoft Excel and Word.
- The ability to work both independently and collaboratively.
- A proactive, customer-first approach with a passion for delivering exceptional service.
Working Hours
Monday to Friday 8.30am-6pm
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
