* Opportunity to work in a leading organisation.
* Immediate start available.
About Our Client
Our client is a well-established, organisation in the Financial Services industry. They provide robust solutions and are renowned for their commitment to excellence, innovation and customer service. Their modern office environment and on-site parking make for a comfortable and convenient working environment.
Job Description
* Develop and implement strategies to improve customer service.
* Coordinate with other teams to ensure a seamless customer experience.
* Conduct in-depth analysis of customer feedback to provide insightful solutions.
* Manage a dedicated customer service team.
* Implement training programs to improve team performance.
* Work closely with clients to understand their needs and provide tailored solutions.
* Analyse departmental KPI data to identify trends, improve efficiency, and report findings to the Group Head of Client Services.
* Monitor client performance using system-generated management information (MI) to support continuous improvement initiatives.
* Collaborate with the Head of Data and Client Services Manager to produce comprehensive monthly client MI reports.
* Proactively manage client relationships as assigned by the Head of Client Services.
* Strengthen client relationships through regular communication, review meetings, and participation in client-facing functions.
* Identify opportunities to increase client instructions through strong performance, working closely with operational managers to ensure delivery capability.
* Engage with clients to understand their data requirements and deliver tailored reports demonstrating DRP's performance.
* Stay current with relevant company policies, client guidelines, and industry regulations, ensuring compliance through effective team communication.
* Lead and develop the Client Liaison Team Leader and a team of Client Liaison Officers, ensuring cross-training, quality processes, and regular performance reviews are in place.
* Maintain and update the group CRM system for DRP and, where applicable, for the wider Group.
* Undertake any other duties reasonably required to support the business.
* Ensure adherence to industry standards and regulations.
* Contribute to the development of customer service policies and procedures.
The Successful Applicant
A successful Client and Insight Manager should have:
* Strong Communication & Stakeholder Management - Ability to present, negotiate, and influence decision-makers.
* Proficiency in data analysis and customer service software.
* Proven experience in client relationship management or team management.
* Excellent communication and leadership skills.
* Strong problem-solving abilities.
* A customer-oriented mindset.
* The ability to work under pressure and manage multiple tasks.
* Knowledge of the Financial Services industry.
What's on Offer
* A competitive salary package between £30,000 - £40,000, depending on experience.
* A company pension scheme and life assurance plan.
* 28 days annual leave, including bank holidays.
* A modern office environment with on-site parking.
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