Client Care Manager

Portfolio are recruiting a fantastic, brand-new opportunity with our client, an award-winning HR Software provider based in the heart of Manchester. The business provides people solutions to over 50,000 clients worldwide.

After an incredibly successful year, both in the UK and Canada, our client is searching for a Client Care Manager to join their growing business and have a particular focus on their service issue management processes, whilst continuously working to make improvements to service delivery, client sentiment, and user engagement of all products.

This is a fast-paced role, and the customer care manager will play a key part in implementing and maintaining "best practices" and sharing success stories with their global entities. It would be beneficial if the successful individual has worked on multiple products at one time and is from a professional services/shared services high-volume background.

Responsibilities:

1. Accountable for the delivery of outstanding customer service.
2. Manage and coach the customer care team and conduct performance reviews.
3. Accountable for delivery and adherence to SLA's.
4. Production of daily, weekly, and monthly Management Information regarding team performance against SLA's and all other KPI's.
5. Drive a uniform and consistent approach to client concerns and service issues.
6. Analyse themes and trends data and make recommendations to the business to drive improvements in all departments, to drive a reduction in complaints and improve quality of interactions.
7. Drive a significant increase in client usage of all UKI web and mobile products, reporting on usage pre and post Service Issues.
8. Drive a reduction in client cancellations and complaints, working with stakeholders in Sales and Service to continuously improve client retention.
9. Review existing processes within the sales and customer service teams and engage with internal stakeholders to improve MI, reporting capability, and the automation of key metrics.
10. Collaborate with our UKI Service Managers to define and implement new processes to improve customer engagement and sentiment.
11. Handle and resolve escalated service issues, analysing and reporting on root cause.
12. Confidently present successes and improvement opportunities to Key stakeholders, Senior Management, and the wider business.

Minimum Requirements:

1. Strong Management skills including the ability to drive a team.
2. Outstanding customer service skills with a proven record.
3. Excellent communication skills.
4. Attention to detail.
5. Ability to prioritise your workload under pressure in conjunction with deadlines.
6. Good organisational skills.
7. Ability to present information accurately.

48714BG

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