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Client Services Manager

phmgManchester
On-site Full-time £45K/yr - £65K/yr

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Experience Level

Manager

Qualifications

Experience Required: Experience in a client services or customer success role within a dynamic, target-oriented environment. Demonstrated experience in coaching and mentoring team members to drive performance improvement.

About the job

Role: Client Services Manager

Location: Old Trafford, M16 OPQ

Hours: 4pm - 1am (Tuesday - Friday, 4 days a week)

Compensation: £45,000 base salary with an OTE of £65,000

As a Client Services Manager on the New Client Activation team, you will be instrumental in ensuring an exceptional client experience while fostering the growth and performance of your team. Reporting directly to the Client Services Manager, you will lead by example, maintaining high standards, assisting in daily operations, and coaching team members to meet and exceed their performance targets.

You will be a visible and trusted leader who brings clarity, enthusiasm, and accountability, contributing to a vibrant, high-performing environment where individuals feel empowered to develop and succeed.

Key Responsibilities:

  • Lead by example with a hands-on approach, assisting the Client Services Manager in achieving team and operational goals.
  • Establish clear expectations, uphold KPIs and quality standards, and monitor individual and team performances, addressing any issues in a timely and constructive manner.
  • Coach and develop team members through consistent feedback, call reviews, performance discussions, and support with personal development reviews (PDRs) and growth plans.
  • Ensure a high-quality client experience by upholding standards across welcome calls, record-keeping, managing objections, and effectively handling complaints and escalations.
  • Collaborate with peers and stakeholders to share insights, contribute to improvement initiatives, and foster a culture of accountability, teamwork, and continuous enhancement.

About phmg

phmg is a leading provider in the field of client services, dedicated to delivering exceptional experiences for its clients. Our commitment to quality and innovation sets us apart in the industry.

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