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Job Title: Client Services Manager Job Overview We are a bespoke electronic security provider working predominantly in central London and are looking for a dynamic and commercially strong operator with an entrepreneurial spirit. You must have an enquiring mind and a huge amount of common sense to fit into our family run business. As a Client Services Manager, you will be responsible for overseeing and managing all aspects of client relationships, ensuring satisfaction, retention, and growth. You will act as one of the main points of contact between the company and its clients, advocating for client needs within the organization and ensuring that client expectations are met or exceeded. Responsibilities: 1. Client Relationship Management: Develop and maintain strong, long-lasting relationships with clients. Act as one of the primary points of contact for client inquiries, requests, and escalations. Understand clients' needs and objectives and communicate them effectively to internal teams. Regularly check in with clients to assess satisfaction and identify opportunities for improvement. 2. Service & Help desk: Working with our Client Service Co-ordinator, you will be managing our ticketing system on the relevant CRM, ensuring all client tickets are acknowledged within SLA and engineers are co-ordinated to attend where necessary. Ensure all call are answered professionally. Ordering equipment for remedial works. Managing Planned Preventative Maintenance visits with our clients. Providing quotes as and when required. Performance of handovers to and from our control room in the morning and afternoons. 3. Opem external & internal stakeholder management: Management and overseeing of a well-established control room that monitors all our client security systems. Managing all our 3rd party contractors where required including a guarding contract that we manage for one of our largest clients. Working with the Managing Director on several of our client accounts and attending meetings and taking minutes where required. 4. Client Communication: Communicate proactively with clients to provide updates on projects, address concerns, and gather feedback. Serve as a liaison between clients and internal teams, ensuring clear and effective communication on both sides. Prepare and deliver regular reports and presentations to clients on project status, performance metrics, and strategic recommendations. 5. Client Retention and Growth: Identify opportunities to expand services or upsell additional products to existing clients. Develop strategies to increase client retention and loyalty. Collaborate with sales and marketing teams to generate leads and acquire new clients. Qualifications: Must have at least 5 years' experience in a similar role Proven experience in client services, account management, or a related role. Excellent communication and interpersonal skills. Strong project management skills, with the ability to multitask and prioritize. Analytical mindset with the ability to interpret data and make strategic recommendations. Knowledge of the industry or market served by the company would be an advantage. Proficiency in CRM software and Microsoft Office Suite. Skills: Exceptional customer service skills. Strong negotiation and conflict resolution abilities. Detail-oriented with excellent organizational skills. Ability to work independently and collaboratively in a team environment. Adaptability and flexibility to navigate changing client needs and priorities. Leadership qualities with the ability to inspire and motivate team members. Conclusion: The role of a Client Services Manager is pivotal in maintaining positive client relationships, driving client satisfaction, and contributing to the overall success and growth of the company. A successful candidate for this role will possess a combination of strong interpersonal skills, strategic thinking, and a customer-centric mindset.
Location : Derby Contract Type : Permanent/ Full-time Salary : Competitive basic plus generous bonus scheme Hours : 40 Benefits : 25 days holiday per annum (FTE), plus bank holidays, increasing with service. Pension Scheme Wide training opportunities All the latest software, tools and equipment Generous Bonus Scheme Company Car Our Derby branch is looking for a Service Manager with excellent people management skills to join our team. You will be responsible for the operational and strategic management of the service and maintenance department; providing an outstanding customer-focused service and ensuring the highest standards are achieved and maintained. Your ability to establish and maintain good customer relationships will help you to grow your department and increase business. What you'll be doing: As a Service Manager, you will be in charge of the everyday running and functions of a small but busy Service and Maintenance department. You will make sure that reactive and planned service calls, remedial work and maintenance visits are carried out efficiently and effectively meeting clients' expectations. You will have a department budget and financial targets to work towards and will be motivated to grow your department. You will enjoy getting to know our clients and building and maintaining positive relationships for your branch and the business. All of this will be achieved with the support of your skilled, hard-working team, made up of engineers and administrators. It will be your job to manage, motivate and develop your staff and to recruit more when needed. What do you need to have? Previous experience as a fully competent refrigeration and air conditioning engineer. Experience in a people management / supervisory role would be an advantage but is not a requirement. This may be the next step up for a senior engineer/supervisor. Self-motivated and driven. Strong technical knowledge of Air Conditioning and Refrigeration, particularly service and maintenance. Good computer skills, including Microsoft Office and databases etc. Ability to work under pressure with excellent time management skills and the ability to prioritise tasks effectively and efficiently. Excellent Decision making and planning skills. Demonstratable ability to plan ahead as well as react quickly and re-prioritise jobs to fulfil customer demand. An understanding of and ability to deliver high levels of customer service What's in it for you? A generous Salary Bonus 25 days holiday per annum, plus bank holidays, increasing in service. Pension Scheme Company Car Due to the safeguarding requirements of our customers, many of whom are schools or hospitals, we complete confidential criminal record checks on all roles that attend customer sites. If you are successful, you will be required to complete a DBS check. We strictly follow the DBS code of practice and comply with the Rehabilitation of Offenders Act 1974. If you have a criminal record, this will not necessarily preclude you from working for us. NEXT STEPS If you're ready to join our team, simply click apply and complete the short application process. We are an Equal Opportunities Employer. We encourage applicants from every background to apply for our vacancies. If you've got what it takes, then we want to hear from you! You may have experience in the following: Customer Experience Manager, Client Success Manager, Customer Support Manager, Customer Relations Manager, Client Relations Manager, Customer Service Supervisor, Customer Service Coordinator. REF-213503