Client Services Manager

Job Ref: J2065

Role: Customer Services Manager
Based: Birmingham
Salary: 40k + car allow. + comm + performance bonus

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 services team.

This is a key management post within a highly progressive and ambitious company. Reporting directly to the Commercial Director, and due to the nature of this role, 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 & direct mail, processes and be able to demonstrate exceptional customer service skills at all levels and ideally should come from a similar background or be someone who is looking for a challenge to step up to.

The broad outline of the role is: –
• Lead & manage the Client Services teams ensuring that performance is commensurate that expected of with 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.

Key Skills required:
Excellent organisation and communication skills.
Process led and methodical.
Strong attention to detail.
Able to work on own initiative and as a fully-fledged member of the team.
Strong organisational and leadership skills.
Someone who can build trust, values others, communicate effectively, drive execution, and focus on delivery to customers.
Strong Direct Mail and marketing knowledge.
Able to mentor and assess the needs of personnel supporting and training them where applicable.
Personable character with a positive work ethic.

Key responsibilities:
Fully responsible for the performance and delivery of the Client Services Team.
To champion process conformance and measure progress adapting where necessary with relevant stakeholders in the business.
To proactively lead your team and be the immediate point of contact for team members, key clients and directors to deliver exceptional customer service.
To fully train and mentor staff where needed, creating personal development plans to improve.
To measure and report on performance.
To support the team members with regular service reviews with clients.
To provide management reporting to the Board as agreed.
To ensure all accounts are adequately resourced.
To plan with growth and development upcoming resource needs when implementing new business and interview to appointment stage with your Director.
To champion and manage the overall client experience and act on feedback.
To work with the team on management information systems and own from a CRM perspective.
To perform all HR actions pertaining to team performance and reviews.

You will have full autonomy to make a real contribution and difference to our Client’s business and share in their on-going success.
They offer an environment that promotes success and a place that you’ll be proud to say you work at.

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This position has now been filled, but has been left on our website as we have other similar vacancies to this on an ongoing basis that might interest you. More importantly, we have vacancies that are not advertised due to their confidential nature therefore it would certainly be in your interest to email your CV, as a word document, depending on which sector you are in, to :-

Head of Packaging recruitment – Greg Nelson – greg@harrison-scott.co.uk

Head of Print recruitment–Neil Pearson – neil@harrison-scott.co.uk

Head Paper recruitment – Gary Young – gary@harrison-scott.co.uk

Board level, account management and all levels of sales vacancies –

George Thompson – george@harrison-scott.co.uk

Our divisional heads will then email your CV internally to the consultant who specialises in your exact sector, for example a category of packaging is cartons, a category of print is print management, in fact we have over 30 specialist categories. Our specialist consultant will contact you if we have a live vacancy that matches, or contact you in the near future as soon a good match to skill set and experience becomes available.