Client Services Support Manager

 

About Our Client

Our Client, the market leader in Cloud software in Education, is recruiting a Client Services Support Manager to join their growing business. Our client help their customers work more effectively and they live what they do, work here and you’ll be working as part of an engaged, confident, and motivated team.

They are flexible employer and whilst this is a full time role, are happy to consider different working patterns as required in order to find the best candidates and ensure a good work/life balance, for example with later or earlier start or finish times.Please get in touch with any questions you may have about the role.

About the role

Reporting to the Head of Client Services this is a pivotal role for the Company, with a broad set of responsibilities associated with the operational delivery management.

​​​​​​​Key responsibilities:

  • Manage the support team ensuring that they are motivated and perform within their roles.
  • Ensure resources are within budget and the Support function is adequately staffed at all contracted times.
  • Manage the Support software and provide recommendations for any additional functionality or costs that may be required.
  • Ensure the delivery of both Client Contract renewal and growth targets within the existing client base.
  • Identify need for, organise and chair service review meetings with clients.
  • Provide weekly reporting.
  • Ensure all support calls and emails from clients are responded to appropriately, professionally and within Company SLAs.
  • Work alongside the Head of Client Services and Head of Technical Services to improve and develop processes.
  • Ensure Client teams are kept informed of Client issues, requests or information - escalating when appropriate.
  • Assist in identifying training needed by clients and ensure the team are able to deliver this training.
  • Provide forward planning resource suggestions to the Head of Client Services.
  • Manage the ongoing staff development process.
  • Where required manage the recruitment process for new staff with the Head of Client Services.
  • Willing to travel to meet clients, UK predominantly - once or twice a month and occasionally overnight - due to client location.

Required Skills, Knowledge and Experience

We are looking for someone with the following experience

  • Outstanding communication skills - verbal and written
  • Experience managing staff or as a team leader
  • Account or Client Management experience
  • Experience of a Customer Service / Contact Centre environment (phone and email enquiry based)
  • Used to face to face meetings with clients
  • Great attention to detail

This is a growing company with the opportunity for personal development and progression.

 

Location
Sector
Apply

Perks

Salary up to £24,000 depending on experience
Location - Central Bristol - No parking
Flexible start/finish times available, for example 8am - 4.30pm or 9.30am - 6pm