Company Description
Come join us and make a difference in the world! Discover more at www.necsws.com
Job Description
We are looking for a motivated and experienced Client Services Manager to join our health team! with responsibility of NEC Software Solutions UK Ltd (NEC REGO) Referral management solution.
The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.
Main Responsibilities
* Client Relationship Management: Maintain professional relationships with clients to support company revenue and outreach.
* Client Communication: Develop effective communication platforms for clients and staff, and handle client queries and issues.
* Customer onboarding: Coordinating and planning ahead of customer go-live to orchestrate all actions required for successful deployment and user onboarding.
* Client Retention and Acquisition: Inspire repeat business from existing clients and work on bringing new clients on board.
* Data and reporting: Provide regular performance reports to the Rego team and customers to monitor activity levels and identify areas for continuous improvement.
* Training and Development: Conduct customer service workshops and presentations, and train supporting team members.
* Problem Solving: Troubleshoot client problems and provide timely solutions.
* Cross-Departmental Liaison: Work with different departments to address client queries and improve service delivery.
Qualifications
Essential Competencies & Experience
* A proven record of delivering services to a high standard and meeting associated SLAs;
* Excellent people/stakeholder management skills;
* Previous experience within a healthcare/software/data driven environment;
* Experience in go-live and software deployment activities;
* Experience of working directly with customers;
* Experience of producing detailed and accurate reports and documentation;
* Strong communication skills;
* Excellent IT skills including good knowledge of MS Office;
* Attention to detail.
Person Specification
* Ability to stay calm under pressure;
* Able to develop relationships with a wide variety of people;
* Capable of communicating with technical and non-technical staff to translate customer requirements and issues;
* Ability to manage and engage effectively with senior stakeholders / decision makers;
* Ability to manage multiple high-profile accounts simultaneously;
* Ability to work with ambiguity and navigate/coordinate responses to complex issues where obvious solutions may not be available;
* Willing to challenge and improve existing processes and practices;
* Ability to contribute and participate in solution development;
* Capability to multi-task and balance customer requirements and internal priorities;
* Excellent oral and written communication skills;
* Willing to travel to customer sites.
Additional Information
Benefits
* Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost);
* 25 days paid holiday with the option to buy/sell (FTE);
* 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost);
* A Group Pension Plan with employer contributions up to 8.5%;
* Flexible benefits to suit individual needs;
* Free access to LinkedIn Learning with over 15,000 courses.
Other Information
* Candidates must demonstrate a right to work and travel within the UK; documentary evidence required.
* All offers subject to vetting, references, and occupational health checks.
* A DBS check may be required depending on the role.
NEC Software Solutions is an equal opportunities employer. We welcome applications from all communities. Please share any accessibility needs during recruitment. We are committed to an inclusive process.
Who We Are
We’re NEC Software Solutions, part of NEC Corporation. Our software helps dispatch ambulances, support families, keep trains moving, locate missing people, and test newborn hearing. With over 3,000 employees, we support public services worldwide, working with governments, hospitals, police, housing providers, and local authorities. Join us to make a difference and support vital services.
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