Description:
Position : Client Services Team Manager
Location : Milton Keynes
Type : Full-Time
Salary : £34,000 to £38,000 + Bonus Dependent on Experience
We are currently seeking on behalf of our client, a Client Services Team Manager who will lead the team when it comes to ensuring service delivery excellence, customer satisfaction, order processing and working to agreed department targets. As Client Services Team Manager will strive to identify and implement service improvements and new opportunities through the understanding of the company's customer base as well as business requirements.
Key Responsibilities :
1. Client Relationship Management : Build and maintain positive, long-term relationships with key clients/accounts, ensuring client requests, setup and support are handled correctly and within agreed timescales and working with internal/external teams pre and post customer setup
2. Team Leadership : Manage and develop Customer Service Associates, to provide an excellent customer experience. Lead and mentor the client service team to ensure they provided support and coaching, to meet department and personal goals.
3. Performance Monitoring : Identify and coordinate the 1st Line Customer Service team with training requirements and needs, ensuring the Consultants adhere to the companies values
4. Service Excellence : Develop and implement strategies to improve customer satisfaction and exceed service expectations.
5. Reporting: create monthly and quarterly reports, KPI reporting to make sure they are being met and improvements made, also completing monthly client reporting, quarterly Client Service calls, to manage client feedback.
6. Back Office : regularly undertaking quality assurance checks of Back-office systems, identifying and addressing issues/errors relating to client setup and maintenance. Looking at improvements to enhance setup and maintenance of client products
Skills & Experience :
7. Team Manager an Development experience
8. Track record of driving creativity
9. Ability to understand client's industry and requirements
10. Providing support in SAAS Industry or Technology
11. Ideally experience in or understanding of Marketing deliverables
12. Excellent communication skills
13. Strong problem solving skills and ability to make judgement calls
14. Strong analytical thinking skills, time management and organisation skills
15. Customer Service Programmes and Databases
16. Ability to learn software quickly
How to Apply
If you're passionate about driving client satisfaction and think you're the right fit for our client's team, we want to hear from you! Please APPLY TODAY
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.