Client Services Manager

FRS Limited
High Wycombe
14 May 2017
13 Jun 2017
Contract Type
Full Time

Due to expansion, we are recruiting for a high calibre Client Service Manager

Job Title Client Services Manger

  • We are seeking an experienced Client Service Manager for the UK based office in South Buckinghamshire to manage and deliver first class back office and field support to our internal and external customers
  • The role requires experience of working in a technical environment, the ability to maintain a high technical level of product knowledge, customer focused, team oriented, flexibility and proactivity
  • Strong managerial skills, able to manage technical and non-technical teams, leading and motivating staff to ensure customer relationships are maintain and enhanced
  • Ensuring the department fulfils its responsibilities and all activities within the department are completed in line with procedures and deadlines
  • Meet organisational and operational objectives
  • Seek continual improvement and develop staff to meet requirements
  • Reports Reporting to the Managing Director

Direct Reports

  • Customer Service Team Leader
  • Internal Sales
  • Receptionist
  • Technical Team
  • System Designers
  • Indirect Reports
  • Customer Service Administrators

Responsibilities & Accountabilities

  • Ensure all processes and procedures currently in place for all areas of responsibility are adhered to
  • Develop, document and implement processes and procedures where required
  • Refine and communicate customer service standards in line with changes in business or regulations
  • Proactively support and police the use of the CRM ensuring housekeeping is maintained throughout the business
  • Provide customer service level reporting to the senior management team
  • Identify and implement strategies and develop systems to improve the quality of service and productivity for all areas of responsibility
  • Liaise with the senior management team to support and implement growth strategies
  • Support and develop Team Leaders to direct the daily operations of the Client Services Team to ensure tasks are planned, prioritised and delegated to provide streamlined and efficient services
  • Analyse and develop daily metrics in conjunction with Team Leaders to determine team outputs and trends
  • Analyse accuracy of reporting and database information
  • Review customer issues and track resolution through the CRM
  • Handle complex and escalated customer service issues
  • Co-ordinate and manage the activities and dynamics within the team
  • Ensure proactive support is provided to the external sales team, exhibitions and roadshows when required
  • Ensure ongoing staff development through product, software and procedural training
  • Ensure that professional, effective, courteous and calm reception services are provided
  • Ensure the necessary resources, equipment and tools are available for delivery of services expected from the department by effective and structured planning
  • Evaluate and manage staff performance Identify and address additional staff training and coaching requirements with clear objectives

Key Relationships

  • Internal
  • External

Client Services, Category Product Managers, Engineering &

Quality, Facilities & Logistics, External Sales Team, Marketing

and Accounts, Senior Management Team

Customers, Installers, and other Industry professionals

Key Objectives & Targets

  • To manage Customer Service team and ensure all ordering processes are fluid and all orders placed are processed daily and without delay
  • To review ordering process on a regular basis to ensure there are no difficulties and to recommend improvements if required
  • To manage and ensure all customer returns are processed in a timely manner preventing possible payment issues
  • To review and ensure when required products are returned from customers via the most cost effective route
  • To plan and manage departmental training to ensure continuous improvement especially in product understanding
  • To manage departmental KPI’s, setting relevant departmental and individual targets and developing the team and departmental processes to achieve the targets, delivering completed KPI’s to the Operations Director at the end of each quarter
  • Ensure that customer specific pricing is maintained and up-to-date in relevant system
  • Ensure an accurate and effective pipeline management of customer leads for MVHR is in place by timely administration of evaluation, design and quotes processes
  • Ensure Commercial MVHR pipeline is monitored and reported on
  • Ensure domestic MVHR channelled through Preferred Partners are managed and monitored
  • Ensure customer support and satisfaction
  • Communicate effectively and proficiently with clients and across the business
  • Ensure accuracy and completeness of work and reporting
  • Ensure all activities comply with regulatory and Company requirements

Key Competencies & Requirements

  • Experience of working and leading a team in a technical environment
  • Technical knowledge of industry and legal requirements
  • Technically minded and able to get involve in detail, analyse and resolve technical issue
  • Experience of using and updating a CRM system
  • Commercially focused and a decision maker
  • Excellent communication and people skills
  • Strong management and motivational skills
  • A polite, tactful and friendly attitude with customer service focus, with a good understanding of customer requirements
  • The ability to multitask
  • The ability to be flexible and resourceful
  • Stress tolerance
  • Good problem analysis and problem solving skills
  • Good planning and organisational skills
  • The ability to take the initiative and make decisions
  • Computer literate with advance knowledge of Microsoft Outlook, Word, PowerPoint and Excel

FRS strives to be an equal opportunities employer, and is committed to treating all applicants alike. FRS does not treat any individual on grounds of sex, age, colour, marital status, race, nationality or ethnic or national origin, religion, sexual orientation, disability or membership or non-membership of a trade union, less favourably than others. All vacancies advertised are open to all ages.