Client Support Manager

PH Media Group
Old Trafford, Manchester
£20000 - £22000/annum £35,000 - £45,000 OTE
19 Jul 2017
17 Aug 2017
Contract Type
Full Time
PHMG is the world’s leading provider of audio branding, working with more than 28,000 clients in 39 countries. Globally renowned brands including Audi, Adidas and Coca-Cola trust us to make them sound as good as they look, as well as thousands more SMEs.
Our success is all down to the talented individuals in our Manchester, London, and Chicago offices – and we’d like you to join them.

An exciting opportunity has arisen for a Client Support Manager to play a crucial role in continuing our company’s success, acting as an advocate for our product in all communications. We’re looking for an individual with a background in either sales, account management or operations, who enjoys engaging with clients day-to-day to gather feedback and improve our service through updates and changes.

The role requires you to be comfortable when communicating with clients of all levels, both over the telephone and via email – so excellent communication skills are a must. You’ll be confident when dealing with any situation that arises, self-motivated and a highly skilled problem solver. You’re also an exceptional listener, ever empathetic to our clients’ needs while respecting our needs, too.

Responsible to: Head of Retention / Client Services Director
Location: Old Trafford, Manchester
External relationships: SMEs, large organisations, from Executive to Director/CEO level
Internal relationships: Senior Directors, Client Services Team, Creative Team, Production Team
Hours: Shifts will vary between 8.45am-5.15pm
Benefits: Smart pension scheme provided by Legal and General following three month probationary period

• Taking inbound enquiries from customers who intend to cancel or review their subscription
• Providing world-class customer service to maximise any opportunities to retain existing business
• Correctly identifying customer issues through effective questioning
• Providing solutions through quality communication, leading to a fast and efficient customer experience
• Maintaining an excellent level of knowledge of all our products and services in order to offer the customer a solution that is tailored to their needs
• Booking appointments for clients to meet with our field-based Heads of Client Support
• Managing a CRM database on a day-to-day basis

Skills, knowledge and experience required:
• Previous experience working in a B2B role
• Excellent customer service skills
• Ability to thrive in an environment targeted towards customer retention and satisfaction
• Effective personal organisation; self-starter with drive, ambition and creativity
• The ability to negotiate, coupled with excellent written and oral communication
• Excellent attention to detail and problem-solving capabilities
• Ability to work under pressure with a constant positive outlook when being faced with complex client issues