Client Services Manager

Central Employment is proud to partner with one of the UK's fastest-growing fulfilment companies with their Head Office in Gateshead. We are looking for a Client Services Manager. This role is critical to ensuring the smooth delivery of services to our clients and will act as the main point of escalation for both the account management and customer service teams. The ideal candidate will be an exceptional people leader with a strong focus on personnel management, client satisfaction, and operational efficiency.

• Serve as the primary contact for key client accounts, ensuring the highest level of service is provided while maintaining strong, lasting relationships. Proactively manage client expectations and act as the main escalation point for all issues.
• Lead, coach, and develop the account management and customer service teams. Foster a positive work environment, focused on teamwork, accountability, and continuous improvement.

• Ensure the seamless delivery of fulfillment services, from order processing to final delivery. Collaborate with internal departments to optimise workflow, address bottlenecks, and ensure client needs are met.

• Monitor client contracts and profitability, identifying opportunities for upselling and service improvement. 

• Handle escalated client complaints and service issues swiftly and effectively, ensuring that client satisfaction is maintained while minimizing operational disruption.

• Continuously review and refine client service processes to improve efficiency and customer experience. Proactively suggest and implement changes where needed.

• Proven experience in client services, account management, or customer service roles, preferably within a fulfillment or logistics environment.
• Strong personnel management skills with a track record of leading and developing teams.
• Excellent communication and relationship-building skills.
• Commercially astute, with experience in managing client profitability and service delivery.
• Ability to handle high-pressure situations and resolve issues effectively.
• Strong organizational skills and attention to detail.

The Person:

• You excel at conveying information clearly and efficiently, both in writing and verbally, and are able to adapt your communication style to suit different stakeholders.
• You are approachable, empathetic, and able to build strong relationships with both clients and team members. 
• With a proven track record of managing teams, you have the ability to inspire, motivate, and guide others to achieve both personal and business goals.
• You understand the importance of balancing client satisfaction with commercial objectives, and you have a sharp business acumen that drives both growth and efficiency.
• You are solutions-oriented, capable of thinking on your feet to resolve issues, and enjoy overcoming challenges with a calm and composed approach.

• Annual bonus based on achieving KPIs and personal performance 
• Opportunity to be part of a growing and innovative business.
• Work in a supportive and team-focused environment.