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Client Services Manager
About Celestra
Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to build strong, long-term partnerships. We become an extension of our clients’ teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.
Scope & Purpose
The Client Services Manager will provide the highest standard and quality support services from Celestra Limited. As a successful Client Services Manager, you will ensure our clients are onboarded smoothly and always receive outstanding Service. The Client Service Manager will champion the Client and services within the Support Centre and continuously look at ways to improve our service.
Responsibilities include but are not limited to:
- Transitioning and onboarding new clients into the Support Centre.
- Build and maintain relationships with key existing clients.
- Gain an in-depth knowledge of Customers’ solutions and processes to design, maintain and improve the client’s service.
- Develop new initiatives in the Support Centre to overcome challenges and deliver an exceptional client experience.
- Internal and external stakeholder management and influencing.
- Early identification of issues which may affect departmental delivery.
- Develop and maintain service procedures, policies, and standards.
- Resolve client problems and escalations in a professional manner
- Coach and support the Support Centre team members to help them meet departmental goals
- Keep accurate records and documentation of client interactions.
- Create regular internal and Client facing reports to determine whether SLA’s KPIs are being met
- Work with the Support Centre Supervisors to identify and implement improvement initiatives within Client Services
- Assist with mentoring and coaching members of the team to help them develop analytical and problem-solving skills
- Be Part of an out-of-hours on-call rota for client escalations
- Deputise for the Service Delivery Manage
Who are we looking for?
- Proven working experience in a Senior level Customer Service role
- Exposure to Account Management & Client onboarding.
- Experience in providing customer support.
- Strong client-facing and communication skills
- Working knowledge of ITSM and FSM software, databases, and tools as well as MS Office
- Ability to design and follow processes
- Ability to think strategically
- Advanced troubleshooting and multi-tasking abilities
- Knowledge of IT, EPOS and network cabling (desirable)
- A valid UK Full Driving Licence
- A degree of flexibility to travel to sites with the occasional overnight stays.
What do we offer?
- Up to £40k Salary DOE + Company Car Allowance
- Company Bonus Scheme & Private Medical Scheme
- Contributory Pension
- 25 Days Holiday
- Flu Vaccinations & Eye Tests
- Benefits portal offering discounts on retail, hospitality, cinema, flights and so much more.
- Cycle to work scheme.
- Modern Offices that are fully equipped with a Pool Table, Tennis Table, and even an on-site pub garden where we BBQ in summer months.
- Charity Events & Team parties
- Fresh Fruit and Breakfast every day
