Client Services Manager

Main Function of the Role

As a Client Service Manager (CSM), your primary role will be to manage a portfolio of clients. You will be responsible for providing a first-class customer service experience for all managed clients across the Addison Lee Group.

Your focus will be to ensure that the clients receive a professional and client focused experience and strategically balance your time between handling day to day issues / requests from clients, identifying root cause issues and working to improve the underlying process and running various projects as and when required.

Main Duties…

  • Manage all client service requirements from major and key accounts, and be accountable for all client contact and service delivery issues
  • Build and maintain mutually beneficial relationships with key client stakeholders
  • Monitor service management tracking reports for all managed accounts and ensure reports are reviewed in order to provide ‘expert opinion’ back to clients
  • Act as central point of coordination for on boarding and resetting accounts using standard processes and systems – including manager portal and any integration into customer travel and expense software
  • Excellent knowledge of bespoke in-house systems and process as well as standard CRM system (Salesforce)
  • Coordinates all in-life marketing for managed clients to update bookers and client stakeholders on service improvements. This to include running client satisfaction surveys and coordinating subsequent improvement plans

Skills and Experience Required…

  • Previous experience of managing client service relationships with small, mid and large accounts is essential for this role
  • Must be able to show personal experience of delivering customer experience improvements for clients across a multitude of sectors and size of client accounts
  • An ability to interact with and influence people at all levels within client organisations is critical
  • Excellent time management will be required within this role as both internally and externally there will be huge demands on your time, so managing workload and prioritisation will be a key skill
  • Self-starting with the drive to increase customer satisfaction
  • Excellent relationship skills; the ability to interact at all levels
  • Ability to work independently and on own initiative but also able to lead and co-ordinate teams
  • An ability to communicate and influence effectively