Client Services Manager

Client Services Manager Role Overview

The purpose of this role is to manage and develop the Client Services team on how to provide an excellent service to our top tier and paying clients. Primarily, this will focus on overseeing onboarding of new clients to the premium client services and maintaining proactive client relationships. You’ll need to have a constant, high-level understanding of our clients’ operations to identify trends, bottlenecks and opportunities and manage the strategic approach to each.

Key responsibilities:

• Communicate company and departmental goals, objectives and targets to the team.
• Review client portfolios with the team on a daily/weekly basis to identify areas for support and priority.
• Liaise with internal and external stakeholders on business improvements where necessary.
• Conduct regular one to ones with each team member to focus on priorities & challenges, feedback & recognition and career & development.
• Provide induction training and plans for new joiners.
• Monitor team leave and absences effectively to ensure that sufficient staffing levels can be maintained to manage the anticipated workload.
• Ensure that client weekly/monthly reports or meetings are of an appropriate cadence.

Skills & Experience Required

• The ideal candidate would be an experienced leader with a strong background in client relationship management, team development, and strategic thinking.
• They should be a proactive problem-solve with excellent communication skills and a passion for delivering exceptional customer service.
• The ability to manage, motivate and develop a new team is crucial.
• Excellent organisational, time management and prioritisation skills.
• The ability to guide the effective handling of client issues is a key requirement.
• Ability to make decisions and delegate effectively.
• A strategic and analytical thinker.
• Excellent verbal and written communication skills.
• Highly skilled at building and maintaining strong professional relationships.