Vacancies

Client Services Manager

Client Services Manager (only client management not team management)

London WC1 (Chancery Lane/Farrington area)

Salary:  £28,000 p.a. (£26,000 p.a. + a quarterly bonus of £500 = an additional £2,000 p.a.) + benefits

Our client is a global insights and research agency that is looking to grow their client services team.

We are looking for someone with experience within client services or customer services (B2B ideally but will consider B2C experience) to manage approximately 10 -15 enquiries and queries by email or phone per day.

You will have your own portfolio of around 50 clients to manage and therefore building strong and lasting relationships is essential.  You will be managing your clients’ queries and enquiries from start to resolution.

Duties:

  • Ensuring a good understanding of your clients’ requirements or queries.
  • Maintaining accurate records on the CRM system ensuring that all requests are accurately logged, communicated and followed up with the client
  • Providing advice and guidance relating to change requests
  • Ensuring you have an in-depth knowledge of the business in order to aid the process (full training given)
  • Proactively identify and anticipate client needs
  • Communicating with the client to understand and address reported issues, either through direct action or interfacing with the relevant group or department
  • Ensuring that all reported issues are accurately logged, investigated, resolved and followed up with the client
  • Arranging and attending face to face service meetings with allocated clients, working closely their relevant Customer Success counterpart to build and maintain strong client relationships
  • Ensuring close and well-coordinated communication with the Customer Success department in relation to both service provision and client contact and relationships
  • Confident user and trainer of Reputation platform and all other platforms, products and services we offer

Skills required:

  • Previous client services or customer services experience
  • Understanding of the resolution processes
  • Team focused, able to communicate confidently and effectively with colleagues to achieve best working practices
  • Commercial outlook and techniques
  • Analytical and problem solving skills
  • Ability to plan, prioritise and deliver to tight deadlines
  • Organisational, administrative and technical skills
  • A high level of interpersonal and influencing skills
  • Excellent communication abilities, oral and written

The role is to work an 8 hour day, Monday to Friday to cover the following shift patterns:-  7am to 3pm, 8am to 4pm, 9am to 5pm, 10am to 6pm, 11am to 7pm – 1 hour for lunch.  If you are unable to do one or two of these shifts there is the option to swap.

Salary: £26,000 p.a. + £500 bonus every quarter

Location: London

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