Role: Client Services Manager (Stratford Upon Avon)


Client Services Manager

 

Job Title: Client Services Manager

Location: Stratford-Upon-Avon

Full/Part Time: Full Time

Contract/Permanent: Permanent

 

Job Description:

 

The Zinc Group are an award winning financial services company. We are currently recruiting a Client Services Manager to join our ever-expanding operation.

 

Reporting to the Head of Client Services, the main role and responsibilities of our Client Services Manager includes:

 

  • Communicating with the client to understand and address reported issues, either through direct action or interfacing with the relevant departments;
  • Maintaining an understanding of allocated clients’ briefs and requirements, and ensuring that these are kept accurate and up to date;
  • Ensure workloads are actively prioritised, allocated and managed for timely completion;
  • Build strong and effective relationships with the other departments working collaboratively to deliver client requirements;
  • Ensuring that all reported issues are accurately logged, investigated, resolved and followed up with the client;
  • Monitoring service quality for allocated clients by carrying out routine checks as required;
  • Proactively contacting the necessary allocated clients in the event of known service issues;
  • Arranging and attending face to face service meetings with allocated Clients, working closely the relevant Account Consultant to build and maintain strong Client relationships;
  • Drive a Continuous Improvement identifying opportunities to improve our service to the client;
  • Supporting Head of Clients Services with audit and performance meetings;
  • Providing cover when Head of Department is away on annual leave.

 

Essential skills and experience includes:

 

  • Demonstrable record of providing excellent proactive Account/Client Services Management;
  • Committed, enthusiastic, positive, resourceful and resilient;
  • High standard of personal motivation and initiative;
  • Proven approach of flexibility and a lead by example attitude;
  • Ability to organise and prioritise, balancing multiple projects whilst meeting all deadlines;
  • Strong understanding of client satisfaction metrics and drivers;
  • An understanding of the regulatory frameworks and compliance requirements associated with financial services, utilities and telecoms;
  • Adequate business knowledge and understanding of customer needs to successfully manage and grow customer relationships;
  • Past working experience in a relevant role in a relevant market;
  • A role model leading by example in demonstrating the required behaviours;
  • Demonstrable experience of working proactively and positively in partnership with internal stakeholders to drive strong performance;
  • Self-motivated and result-oriented;
  • Must be able to work independently and exercise good judgment with limited direction;
  • Excellent communication skills: the ability to understand and communicate difficult messages in a clear, positive and constructive manner;
  • Ability to respond positively to working within a pressurised environment.

 

In return our company can offer you the opportunity to work in a fast-paced and supportive environment.

 

If you are interested in the role please send your up to date CV to recruitment@thezincgroup.com.