Client Services Manager

Private health care, annual performance-related bonus, 25 days annual leave, (plus your Birthday as leave) Life Insurance, pension scheme.

As Qualco operates within the Financial Services Industry any employment offer is subject not only to the usual legal checks (Right to Work and proof of address) but also a clear DBS, Adverse Credit Check and references from the two most recent employers.

This is a full-time role, within our Client Services team. The team is part of a small but energetic and ambitious Technology company; working within the Collections & Recoveries sector of the Financial Services Industry. Our clients range from Utilities and Telecoms companies, Banks and Lending companies and our aim is to use our expertise to empower our clients with technology to improve their recoveries.

As Client Services Manager you will oversee client relationships, ensuring satisfaction and retention while meeting business goals, by leading a team, developing service strategies and handling escalated issues through your excellent knowledge of the Business systems, tools and processes.

• Team Leadership:
  Recruit, train, motivate, and supervise client service representatives, setting goals and monitoring performance.
• Client Relationship Management:
  Act as a primary point of contact, build strong relationships, and ensure clients receive exceptional service.
• Strategy & Improvement:
  Develop and implement strategies to enhance customer satisfaction, retention and sales; aligning with company objectives.
• Issue Resolution:
  Investigate and resolve complex Client complaints and handle escalations.
• Operations & Reporting:
  Oversee daily operations, ensure compliance and provide reports on service quality and performance.
• Cross Functional
  
  Collaboration:
  
  Work with sales, IT, finance and operations to align on client goals and deliver integrated solutions.

• Excellent problem-solving and strategic thinking.
• Ability to communicate clearly and accurately, at all levels, in the written and spoken form.
• Ability to build strong relationships with new and existing Clients, understanding and being responsive to their needs.
• Identify Client opportunities within the existing Client portfolio.
• Liaise cross departmentally to co-ordinate the successful delivery of Client requests.
• Collate and review management reporting for external distribution ensuring accurate and timely delivery.
• Ability to lead, develop and support a team.
• Ability to organise and prioritise work commitments.
• Willingness to learn.
• Strong planning and organisational skills with a keen eye for detail.
• A positive and amenable character in challenging situations.
• An excellent team player but also able to use initiative and work alone.
• Have a flexible approach to the changing demands of the role.

Preferred skills/experience:

• Be computer literate and adept with Microsoft Office, especially Excel.
• Excellent attention to detail.
• Knowledge of the Collections & Recoveries Industry.
• Some understanding of Data Protection legislation and Information Security business requirements.