Client Services Manager

Our client is a privately owned, award-winning company providing educational support and consultancy services to children from nursery through to university since 2010.

Benefits Include:

• Career progression pathways.

• Learning & Development opportunities, including apprenticeships and training by external providers.

• Regular performance reviews and one-to-one meetings.

What Will You Be Doing?

As a Client Services Manager, you will occupy a key operational role. Reporting to the Operations Director, you will be responsible for client experience and service delivery across our product and service offerings.

This role requires a strong project management skillset to effectively scope and implement business transformation initiatives. Additionally, you will account manage full-placement clients and ensure excellent service delivery to all clients.

Responsibilities & Outputs

1. Relationship Management

• Nurture and develop relationships with clients to maximise satisfaction.

• Develop and maintain long-term, trusting relationships with consultants, tutors, and clients.

• Implement and maintain effective methods for gathering customer satisfaction data.

2. Delivery of Service

• Ensure timely and successful delivery of consultancy products and services.

• Address client concerns and needs promptly.

• Oversee the seamless, high-quality service delivery by all Client Services team members.

• Collaborate with other managers to align work distribution and delegation with company strategy and KPIs.

• Drive service excellence with a focus on continuous improvement.

• Streamline business processes to enhance efficiency.

3. Sales Support

• Identify opportunities to upsell and cross-sell alongside the sales team.

• Receive administrative support for FSP/FUP-related duties from the Client Services Executive (CSE).

4. Cross-Functional Strategic Support

• Devise action plans for strategic development.

• Train and develop the CSE.

5. Team Management

• Build and maintain a productive, positive team culture.

• Proactively manage and assure team performance.

• Collaborate with the Operations Director to set and monitor KPIs.

• Ensure team capacity and skillsets align with departmental goals.

6. Industry Knowledge

• Share a strong understanding of the education industry, including trends and the competitive landscape, with the wider team.