Job Description
Client Support Manager
Location: Yeovil (office-based) | Hours: 08:00–17:00 | Full-time, permanent
Salary: £45,000–£50,000
Team: Managing a team of 6
The role
The Client Support Manager will lead the day-to-day customer service operation, manage a team of six and support overall customer service performance.
Reporting to the CRO, you will ensure customers receive fast, accurate and consistently high-quality service across all channels.
This is an office-based role in Yeovil, working 08:00–17:00.
High-level customer service focus, ideally contact centre or customer service/ call centre background
• Set and maintain clear service standards for response times, accuracy and professionalism.
• Build and embed a strong “customer first” culture within the team.
• Coach team members in best-practice customer handling, including active listening, empathy, problem-solving and de-escalation.
• Ensure consistent, high-quality interactions through the use of agreed processes, templates and guidelines.
• Act as the escalation point for complex or complaint cases, resolving issues quickly while protecting customer relationships.
• Track error rates, credits/claims and recurring issues, and drive root-cause fixes as part of continuous improvement.
• Use customer feedback and data to improve processes and enhance overall service.
Key responsibilities
• Lead, coach and develop the 6-person Client Support Team, including regular 1:1s and performance reviews.
• Coordinate customer and new business appointments with internal Client and Growth teams.
• Follow up on quotations and prospects to maximise conversion and support sales targets.
• Handle customer queries and complaints via phone, email and online in a professional, customer-centric manner.
• Process sales orders, raise purchase orders, set up product codes and obtain supplier quotes.
• Maintain accurate CRM/ERP records and order tracking, ensuring data is up to date and reliable.
• Identify cross-selling opportunities and support the wider sales team as needed.
What we’re looking for
• Experience in customer service or client support, ideally in a B2B environment.
• Proven experience managing or leading a small team.
• Strong communication, relationship-building and negotiation skills.
• Highly organised, able to multitask and prioritise in a busy environment.
• Good attention to detail and accuracy.
• Confident using Microsoft 365 and CRM/ERP systems (training can be provided).
• A customer-first mindset, proactive, resilient and commercially aware.
23 days holiday plus Bank holidays
Free Parking
Pension
Paid Lunch