Client Experience Manager
Contract: Permanent, Full-time (37.5 hours per week), Monday to Friday between 8am and 6pm
Location: Home based, fully remote
Salary: £50,000 per annum
SUMMARY
As the Client Experience Manager, you will play a pivotal role in ensuring that our client's clients have an outstanding experience with their company. You will provide leadership to the team responsible for overseeing the implementation of occupational health contracts and services, with a particular focus on the setup of new clients on their systems, the exit of clients who leave and the maintenance of client accounts. This role ensures that all processes are seamless, efficient, and compliant with relevant regulations and standards. Ensuring the team provide a positive onboarding and exit experience for clients, involving the appropriate stakeholders (both internal and external). You will need to provide regular updates to the business on current ongoing implementations, exits and any project work the team are undertaking.
REQUIREMENTS FOR THIS ROLE
- Degree level education or equivalent experience in Business, Implementation or a related field.
- Experience of managing a team.
- Passion for delivering exceptional customer service and creating a positive client experience.
- Strong communication and presentation skills – must be able to communicate efficiently (verbally, in print and via the phone) to all levels of internal and external stakeholders.
- Excellent relationship management skills – must be able to build and maintain relationships with senior managers, directors and key client stakeholders.
- Influencing – must have the ability to influence key decision makers internally and externally.
- Time and Diary Management – must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings, our client's sites and working from home, where appropriate.
- Excellent knowledge of Outlook, Word, Excel and PowerPoint is essential.
- The ability to work under pressure and meet multiple deadlines in line with client and business requirements.
CORE SKILLS & BEHAVIOURS
- Exemplary Customer Service skills
- Able to manage and encourage a team
- Highly Organised
- Adaptable and able to embrace change
- Time planning and priority setting
- Strong attention to detail
- Exemplary communication and presentation skills
- Demonstrate Relationship Management skills
- Decisive Thinker
- Project Management experience
- Ability to influence
- Strong problem solving and analytical skills
- Flexible
- Ability to multitask and prioritise
- Responsible
- Well Organised
- Professional in appearance and approach
- Proactive
- Trustworthy and Honest
- Calm under pressure
- Willing to learn new skills
- Efficient
- Enthusiastic and Proactive
- Possess a positive can-do attitude
HOW TO APPLY
Interested in this Client Experience Manager opportunity Click apply and you will be redirected to our client's careers website to complete your application.