Client Services Manager

My Cannock based company are looking for a Client Services Manager to join the company on a full time and permanent basis.
This is a new role with the opportunity for the successful candidate to deliver key aspects of the company’s development plans during a period of exceptional growth for the business. You will form part of the Senior Management Team and you will report directly to the Managing Director and work alongside other senior members of the Company.
Duties: -
* Overseeing the Customer Service Team ensuring the team consistently exceed the customer’s expectations and provide transparent communication and information.
* Delegating, overseeing, mentoring, and training team members to develop robust departmental systems, policies, and procedures to sustain a high level of service.
* Identify and establish opportunities to enhance internal processes which promote best practice, lead to overall performance improvement and organisational efficiency.
* Co-ordinate the activities of the customer service team and provide support and advice to team members as well as dealing with any escalations.
* Monitor performance and lead the team to achieve KPI’s, ensuring the whole team provide excellent service to customers.
* Identify, develop, and maintain standard operating procedures.
* Liaise closely with Production and attend weekly Production Meetings.
* Responsible for ensuring timely acknowledgement of all sales orders, ensuring lead times are communicated and informing customers of any variations in information.
* Ensure weekly/monthly/quarterly reports are issued for all live clients showing a full project management plan.
* Ensure all orders are progressed within agreed timescales.
* Deal with quality/warranty issues post-delivery.
* Monitoring of holiday, sickness as well as conducting appraisals, performance management and development plans for staff.
* Playing an integral role in day-to-day management of our relationships with key customers and being the face of the Company to those clients and other stakeholders
* Building and maintaining relationships to achieve increased sales revenue alongside the Business Development Manager.
* Following up new business opportunities and setting up meetings; including planning and preparing presentations and business reviews
* Communicating new product developments to the clients.
* Monitoring Company performance against service level agreements and flagging up potential issues.
Key Skills: -
* Essential you have worked as a Customer Service Manager previously.
* Excellent managerial skills to be able to lead from the front and foster a culture of continual improvement.
* Confident communicator with ability to build relationships at all levels.
* Ability to understand customer requirements and deliver an excellent level of service.
* Good time management and organisational skills with the ability to prioritise a varied and demanding workload.
* Excellent problem-solving skills.
* Computer literate in MS office