Client Services Manager

Description:

Client Services Manager

William Martin

Location: Hybrid working based at the Bromsgrove Office 4 days per week, with one day per week home based/remote.

Salary: £23,400 - £25,000 per annum + Benefits

Job Type: Full time Permanent

About Us 

William Martin, part of the wider Marlowe SRC division, are at the forefront of revolutionising health and safety compliance solutions. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes.

Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.

Join us in crafting a future where compliance is more than just a necessity; it's the bedrock of sustainable and flourishing businesses. William Martin Compliance is not just your safety partner but also your pathway to success.

About the role

Reporting to the Client Services Team Leaders, the role will be responsible for pro-actively supporting clients and managing the routine aspects of the client account in conjunction with the Scheduling team and Account Managers.  Working with the Helpdesk, the Client Services Manager will also provide guidance and advice to customers in respect of the bespoke web-based property risk management system, Meridian, to achieve a high level of H&S compliance.

Key Duties:

Build an excellent relationship with clients and ensure that there is a supportive voice either on the phone or via email.
Receive and process new job requests for both visits and other services on Meridian, chasing purchase orders where required.
Providing quotations to clients using a standard fee matrix.
Update service fees on a yearly basis as agreed with Account Directors.
Check repeat work on the system and amend/ remove as necessary.
Ensure all orders are recorded on Meridian Scheduling system for at least six months ahead including Meridian and system fees.
Running monthly exports as required for work planning purposes.
Updating client reports each month and submitting to clients as required and attending SLA meetings as required.
Ensure the Account Director and/or Technical Account Managers are fully briefed on relevant client specific issues and provide summary information on the account status for client meetings.
Maintain client information sheets containing client specific information.
Update/maintain forecasting documentation (fee pipeline for rolling 12 months).
Assist with invoice queries clients may have.
Upload client reports to Meridian and/or other systems as stipulated by client.
Assist with report queries from both internal colleagues and clients, ensuring the client is informed of the progress of their reports.
To co-ordinate and distribute information to clients as required.
Key Activities – Meridian Support

Administer client portfolio variations, in conjunction with the Helpdesk (sold/new sites).
Take ownership of queries to ensure resolution or escalate to the Helpdesk – client to be updated with progress if there are delays in responses.
Become a ‘super user’ of the company’s data management system – understand differences between client functionalities.
Key Activities – General

Management of calls and enquiries to the central telephone line.
Attend training as necessary for the role.
Attend team and company meetings.
To report IT issues as they arise, keeping the Client Services Team Leaders updated.
To put forward suggestions to improve IT systems.
To respond to emails in a timely manner ensuring accuracy and professionalism in content.
To undertake additional tasks and responsibilities as may be reasonably required.
Personal Attributes 

Accuracy with an eye for detail; able to self-check own work.
Ability to work on own initiative and pro-active approach to problem solving.
Self-motivated and highly organised, with the ability to prioritise own workload and work to deadlines.
Enthusiastic team player with a ‘can do’ attitude.
Committed to going the extra mile to get the job done.
The ability to deal with client enquiries in a positive manner presenting a professional image of the organisation at all times, solving queries or escalating as necessary.
What you will need

Essential

Excellent telephone manner.
Previous customer service background.
Excellent IT skills, to include all Office products and specifically Excel.
Data-input experience.
Willingness to learn new IT.
Desired

A-level standard of education.
Previous experience in a Client Service role.
Why join us?

People are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired and we commit to supporting you every step of the way.

Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.

Benefits:

25 days annual leave plus bank holidays
Contributory pension scheme
Voluntary private medical
Simply health care plan
Gym and retail discounts
Cycle to work scheme
Quarterly charity days
Religious holiday swap
Car maintenance scheme
Employee assistance programme
Life learning – online learning materials
Support with professional membership costs

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