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Client Relations Manager

Posted 16 February by MP Resourcing Easy Apply Ended

An opportunity has arisen within our Customer Service team for a Client Relations Manager. We are seeking an enthusiastic and self-motivated person who will be responsible for the day to day contact with our clients through a team of dedicated employees, ensuring excellent customer service and client satisfaction.


Client Relations

  • To liaise and develop effective working relationships with clients organising and attending meetings with clients. Ensure that appropriate attendance is obtained to maximise the achievement of effective outcomes
  • Review the current working relationships with clients and develop approaches to build strong working relationships tailored to individual needs
  • Be proactive in the search for continuous improvement initiatives to enhance the client experience and to use the established relationships to identify trends and future requirements
  • Liaison with other internal departments in respect of operational issues to ensure that potential problems are understood, and that potential enhancement can be made
  • Promote a positive and inclusive attitude with other departments and within customer service to foster and improve working relationships within the company and to the external clients
  • To organise, attend and minute operational liaison meetings with clients to agreed frequencies. Ensure that all actions from such meetings are followed up and completed
  • To be involved in, or lead, ad hoc projects related to business improvement

Employee Management

  • To drive the personal development of direct reports such as team leaders by carrying out weekly performance/coaching ensuring 1-2-1’s take place. In cases of under- performance to initiate the company performance procedures
  • To provide support and guidance to the team leader and as appropriate the team
  • To plan and oversee the personal development of all employees in the team covering but not limited to appraisals, 1-2-1’s, induction, training and up skilling
  • To communicate effectively with the team in respect of day to day activity and of items of a more general or longer-term nature, including daily information briefings
  • To monitor, track and report performance KPIs and SLAs and share with the team to ensure targets are delivered or exceeded


  • Actively participate in projects to take on new clients or in situations where clients are leaving
  • Liaise with all other managers in the department and assist them where knowledge and expertise allow and to share best practice
  • Ensure Quality, Health and Safety and Environmental standards and all related company policies are adhered to, raising any issues to the relevant parties as appropriate
  • Take reasonable care for your own health and safety and that of others who may be affected by what you do or what you fail to do
  • Ensure the Head of Department is informed of programme status at all times, including but not limited to, performance (team and individual), issues, procedural changes and potential future developments, raising any issues or concerns in a timely manner
  • The manager may authorise spend of up to £250 without referral in order to correct a fulfilment problem in order to ensure that a client receives a product in a timely manner
  • Any other duties as may be reasonably requested in line with the job role

The Ideal Candidate

  • Proven track record of building, improving and sustaining client relationships
  • Demonstrable experience of managing a complex team requiring varied skill sets to manage client expectations
  • A thorough understanding of the customer services function
  • In-depth knowledge of developing KPIs and SOPs
  • Full, clean driving licence
  • Excellent communication skills both written and verbal to internal and external contacts at all levels
  • Able to adapt styles of working to suit individual client needs
  • Practical and flexible approach to work combined with the ability to multi task
  • Strong analytical and problem-solving skills
  • Able to work to strict deadlines
  • Able to maintain strict confidentiality


  • Experience of quality systems
  • Qualification in management
  • Management of a diverse range of clients
  • Mentoring and coaching skills
  • Presentation skills
  • Project management
  • Change management

Benefits Including

  • 25 days holiday per holiday year (pro rata for the current holiday year)
  • Free Car parking and tea/coffee
  • Pension
  • Social Club

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position.

If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

Required skills

  • Admin
  • Communication Skills
  • Customer Service
  • Management
  • Organisational Skills

Reference: 34225084

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