Client Support Manager

We are seeking a dedicated and detail-oriented Client Support Manager, to manage and oversee our online job board and support our other SaaS products and will support broader client delivery initiatives across the business. This role is to support our clients with our products both face to face and behind the scenes with a focus on our job board.

The successful candidate will be responsible for ensuring a seamless experience for both employers and job seekers on the Jobs/Redefined platform, by delivering the highest levels of customer service underpinned by effective maintenance and continuous improvement of the site. We pride ourselves on delivering excellent customer service and building lasting relationships with all our clients; the successful candidate will demonstrate the ability to broaden and deepen relationships.

Key Responsibilities:

• Primary responsibility will be the ownership of our Jobs/Redefined platform and the leading of the client interface

• Effective Content Management: enhancing our clients’ profiles on Jobs/Redefined, updating and managing job postings and feeds and ensuring information is accurate and up to date at all times.
• User Support: delivering excellent onboarding for new clients and providing support to employers and job seekers, assisting with navigation and troubleshooting.
• Account Management: meeting with clients at timely intervals to deliver informative data reviews, campaign management and outputs, and suggestions for improvement.
• Platform Maintenance: coordinating with the IT department and external stakeholders to ensure the job board platform is functioning optimally.
• Marketing and Outreach: collaborating with the marketing team to promote the job board, deliver campaigns and spotlight roles for our clients.
• Engaging in outreach efforts to attract more employers and job seekers to the platform and supporting PR initiatives between the client and marketing
• Quality Assurance: ensuring the integrity and quality of information on the job board.
• Regularly reviewing and refining operational procedures to enhance efficiency.
• Work closely with cross-functional teams to ensure seamless client onboarding and satisfaction.

Qualifications, attributes & experience:

• Proven track record of high-quality client delivery and support
• Strong understanding of online job board platforms and recruitment processes
• Experience in jobs board administration and proficiency in CRM software
• Ability to handle multiple tasks and prioritise effectively
• Excellent problem-solving skills and attention to detail.
• Strong communication, organisational and interpersonal skills
• Knowledge of SEO and web analytics
• Good emotional intelligence and experience in building strong client relationships
• Self-motivated with an ability to work independently and as part of a team
• Passion for promoting diversity and inclusion in the workplace.
• Strong understanding of HR processes, challenges, and trends is beneficial but not essential