Client Services Manager

14 Jan 2021
08 Feb 2021
Contract Type
Full Time
Client Services Manager

ROI is looking for an experienced Team Manager / Client Services Manager to manage a Fleet Business Centre, managing the delivery of a complex and challenging service level agreement to a major, luxury Automotive Brand from our Nantwich office. The team is well established and provides a range of services to fleet and business customers of our client. This is a hybrid role (line management and account management); you will be the day-to-day interface between the client and the team.

This is a busy, challenging role; the client puts a firm emphasis on quality of service and within the team this extends through the delivery of SLA to the interactions both with client and customers. This role also carries account management duties; you will be the primary relationship manager for first-level client contacts. You will work closely alongside the Account Director, attending client meetings, to ensure client expectations are met and, crucially, you understand the real requirements to support the client and translate that effectively into activity through the team.

Client Services Manager Responsibilities:

ROI delivers the following services through a team of 7 people:

- Fleet sales contract processing.
- Capturing and responding to customer enquiries.
- Providing back-office support to the Corporate Sales Team working in the field.
- The provision of Test Drives to customers.
- Producing and sending internal and customer (external) communications.
- Event delegate management.

Reporting to the Account Director, the successful candidate will play the lead role in ensuring all of the staff within the team are:

- Consistently coached, trained and developed to meet the team's (and wider ROI business) current and future objectives.
- Managed effectively in-line with company processes and procedures. You will build rich relationships with your team through the use of 121s, coaching, training and bespoke workshops.
- Working effectively and efficiently to deliver high quality service and results.

Client Services Manager Requirements:

This is a rare opportunity to work alongside one of the world's most innovative and recognisable luxury brands. Directly relevant fleet services experience will give you an advantage, but is not essential. However, we are interested to see applications from people able to demonstrate:

- Experienced gained in an outsourcing, service-driven B2B environment with a good grasp of corporate culture and customs
- Well developed IT skills. You should be comfortable with CRM systems in addition to Excel and other business applications
- Experience of (or the aptitude to work in) a fast-paced and complex environment is sought. Attention to detail across a range of systems and processes is extremely important; you will be able to demonstrate accuracy and a focus on continuous improvement
- Superb client relationship management skills. You should be able to build meaningful relationships with key client contacts - this is particularly important due to the range of internal and external stakeholders you will interact with on a daily basis.

About Return on Investment:

ROI is a business process and sales support outsourcing company based in Nantwich. We are a fast-growth, dynamic business with established relationships with a number of major automotive clients. In Nantwich, the head office, we employ over 100 people engaged in a range of sales, sales support and back office functions for our clients. The wider business comprises 300 people across 5 sites.

Location: Nantwich, Cheshire

Job type: Full Time, Permanent, 35.7 hours per week

Salary: Up to GBP35,000 per annum plus benefits

Benefits: Healthcare, Cashplan, Health and Wellbeing Allowance, Pension

You may have experience of the following: Team Manager, Key Account Manager, Account Manager, Fleet Sales, Fleet Manager, Fleet Management, Automotive, Relationship Manager, etc.

Ref: 96350