Client Services Manager

Client Services Manager

Location: Weybridge, SurreyBenefits: Private healthcare • Annual performance bonus • 25 days holiday + your birthday off • Life Insurance • Pension scheme • Parking • Shuttle Bus

About Us

We're a growing, ambitious company specialising in the Collections & Recoveries sector within Financial Services. Our clients include utilities providers, telecoms organisations, banks, and lending companies. We use our expertise and technology to help them optimise their recoveries and improve customer outcomes.

We're now looking for a Client Services Manager to join our energetic Client Services team and play a key role in delivering exceptional service, strengthening client relationships, and supporting our commercial objectives.

The Role

As a Client Services Manager, you will oversee a portfolio of client relationships, ensuring satisfaction, retention, and long-term success. You'll lead and develop a team, drive service improvements, and use your strong understanding of our systems and processes to resolve escalations efficiently.

This is a great opportunity for someone who enjoys building relationships, improving service delivery, and leading people in a fast-moving environment.

Key Responsibilities

Leadership & Team Development

• Recruit, train, motivate, and support Client Service team members.
• Set clear goals and monitor performance to ensure high-quality service delivery.

Client Relationship Management

• Act as a primary contact for clients, building strong and trusted relationships.
• Ensure each client receives excellent service that supports their goals.

Service Improvement & Strategy

• Develop and implement strategies to improve satisfaction, retention, and overall service performance.
• Align service initiatives with wider business objectives.

Issue Resolution

• Lead the investigation and resolution of complex client queries and escalation points.

Operations & Reporting

• Oversee daily client service operations, ensuring compliance and service consistency.
• Produce accurate and timely performance and service-quality reports.

Cross-Functional Collaboration

• Work closely with Sales, IT, Finance, and Operations to coordinate solutions and deliver a seamless client experience.

Skills & Experience Required

• Strong problem-solving ability and strategic thinking.
• Excellent written and verbal communication skills at all levels.
• Proven ability to build and maintain strong client relationships.
• Ability to identify opportunities within the existing client base.
• Confident working across departments to meet client needs.
• Ability to lead, support, and develop a team.
• Highly organised with strong prioritisation skills.
• Strong attention to detail and commitment to accuracy.
• A positive, adaptable attitude-comfortable in challenging situations.
• Able to work both independently and as part of a team.
• A proactive approach and willingness to learn.

Preferred Skills & Experience

• Confident with Microsoft Office, especially Excel.
• Knowledge of the Collections & Recoveries sector.
• Understanding of Data Protection requirements and Information Security standards.Important: As we operate within Financial Services, any offer of employment is subject to Right to Work checks, proof of address, a clear DBS, an Adverse Credit Check, and references from your two most recent employers.