Description:
As the Client Services Manager , you will oversee the day-to-day operations of our support teams, ensuring the delivery of exceptional service to our clients. Your role involves leading, coaching, and driving the teams to meet key performance indicators (KPIs) through ongoing training, process improvements, and skill enhancement.
Additionally, you will handle client escalations, drive continuous improvement initiatives, and collaborate with stakeholders to align support strategies with client experience goals.
Other keys areas of responsibility will include:
- Lead, coach, and drive support teams to deliver exceptional service and meet KPIs;
- Manage staffing levels and ensure a high level of knowledge within the team;
- Communicate job expectations, provide feedback, and address underperformance.
- Handle client escalations effectively and maintain a comprehensive understanding of business applications.
- Identify and drive continuous improvement opportunities in the support experience;
- Act as a change leader, ensuring operational readiness and capability uplift;
- Collaborate with stakeholders to adapt the support model and align with client experience strategy.
- Produce regular reports on key metrics and monitor support tickets across departments;
- Assist in providing technical training to support teams and demonstrate excellent problem-solving skills.
About You
A customer focused, engaging and inspiring leader, you will have previous experience leading high performing teams in a contact centre environment. You enjoy a fast-paced environment, dedicated to quality customer interactions, delivered by a highly knowledgeable team. You are comfortable managing change and underperformance and do so with a hands-on method.
You will also bring:
- Proven track record of leading client service teams, setting goals, defining KPIs, and providing clear direction while fostering a culture of accountability;
- Ability to coach and enhance employee performance, promote team spirit, and communicate proactively to ensure inclusivity and recognise contributions effectively;
- Hands-on experience in implementing and maintaining quality assurance standards to ensure consistent service delivery excellence;
- Ability to establish strong relationships with customers, employees, and cross-functional teams, adapting communication styles to suit various audiences and managing conflicts positively;
- Strong organisational abilities with a focus on planning and execution, following established procedures to ensure customer satisfaction and service delivery efficiency.