Client Services

Location: RochesterType: Full-time, Office-based

Job Type: Full-timePay: £26,000.00-£30,000.00 per yearLocation: Rochester (preferred)

Are you ready to take your career to the next level? Join a dynamic company that is dedicated to delivering exceptional client experiences and managing a large portfolio of accounts.

We are seeking a highly skilled and proactive Client Service & Relations Manager to oversee the service management for our portfolio of 400+ accounts. The ideal candidate will be passionate about delivering exceptional client experiences, managing a large volume of accounts, ensuring client retention, and fostering strong, long-term relationships.

Imagine being the key point of contact for clients, conducting regular online meetings to review accounts, address concerns, and provide tailored solutions. As a Client Service & Relations Manager, you'll drive efforts to retain clients, oversee a large portfolio, and develop strong, trust-based relationships.

Ready to make an impact? Apply now and join our team as a Client Service & Relations Manager based in Rochester!

Key Responsibilities

• Client Service Management: Ensure clients are receiving the service they need by conducting regular online meetings to review accounts, address concerns, and provide tailored solutions.
• Client Retention: Drive efforts to retain clients by proactively identifying opportunities for upselling, addressing service gaps, and ensuring clients feel valued and understood.
• Account Portfolio Management: Oversee a portfolio of 400+ accounts, building and nurturing long-term relationships while ensuring seamless and consistent service delivery.
• Relationship Building: Develop and maintain strong, trust-based relationships with clients, acting as a go-to partner for their service needs and providing personalized support.
• Service Delegation: Work closely with internal teams to delegate service responsibilities and ensure the timely and efficient execution of client needs.
• Complaint Handling: Proactively manage client complaints by following company processes, investigating issues, resolving concerns, and handling refund requests when necessary.
• Communication: Act as the main point of contact for clients, providing regular updates, managing expectations, and maintaining positive relationships through clear and effective communication.
• Team Collaboration: Collaborate with cross-functional teams to ensure smooth service delivery, client satisfaction, and continuous improvement.
• Reporting & Documentation: Track and report on client retention metrics, service quality, client satisfaction, and account health to key stakeholders.

Qualifications

• Proven experience in Client Relations, Account Management, or a similar customer-facing role.
• Strong organisational skills with the ability to manage a large portfolio of accounts simultaneously.
• Exceptional relationship-building and communication skills, with the ability to develop rapport and trust quickly.
• A solution-oriented mindset with strong problem-solving abilities.

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking

Experience:

• Client Service Management: 6 years (preferred)
• Salesforce: 3 years (preferred)
• Management: 4 years (preferred)
• Complaint handling: 8 years (preferred)
• CRM system: 4 years (preferred)