Client Services Manager - Midlands - £40k pa basic+car allowance+bonus

Job Reference

Job Ref: J2065

Role Information

Title: Customer Services Manager

Location: Birmingham

Salary: 40k + car allowance + commission + performance bonus

Job Overview

As a result of continued growth, we are seeking an experienced Client Services Manager with sound industry knowledge and strong leadership skills to lead our clients' customer service team.

This is a key management post within a highly progressive and ambitious company. Reporting directly to the Commercial Director, you will need to demonstrate your ability to multitask, define priorities, and demonstrate strong analytical and leadership skills working in a high pressure, service led, fast paced environment. You should have extensive knowledge of print and direct mail processes and be able to demonstrate exceptional customer service skills at all levels.

Responsibilities

• Lead and manage the Client Services team ensuring performance is commensurate with expected job roles.
• Undertake strategic quarterly reviews with the client base.
• Mentor and coach team members.
• Ensure that client services processes and procedures are efficient and documented.
• Fully responsible for the performance and delivery of the Client Services Team.
• Champion process conformance and measure progress, adapting where necessary with relevant stakeholders.
• Proactively lead your team and be the immediate point of contact for team members, key clients and directors to deliver exceptional customer service.
• Fully train and mentor staff where needed, creating personal development plans.
• Measure and report on performance.
• Provide regular service reviews with clients.
• Provide management reporting to the Board as agreed.
• Ensure all accounts are adequately resourced.
• Plan and assess growth and development of upcoming resource needs, including interview to appointment stages.
• Champion and manage the overall client experience and act on feedback.
• Work with the team on management information systems and own it from a CRM perspective.
• Perform all HR actions pertaining to team performance and reviews.

Key Skills Required

• Excellent organization and communication skills.
• Process led and methodical.
• Strong attention to detail.
• Ability to work on own initiative and as part of a fully fledged team.
• Strong organizational and leadership skills.
• Ability to build trust, value others, communicate effectively, drive execution, and focus on delivery to customers.
• Strong Direct Mail and marketing knowledge.
• Ability to mentor and assess the needs of personnel supporting and training them where applicable.
• Personable character with a positive work ethic.

You will have full autonomy to make a real contribution and difference to our Client's business and share in their ongoing success.

They offer an environment that promotes success and a place that you'll be proud to say you work at.