At a Glance
- Tasks: Manage client incidents and coordinate technical investigations in a dynamic FinTech environment.
- Company: A growing FinTech business with a strong reputation for customer support.
- Benefits: Up to £55K salary, mostly remote work, and opportunities for career progression.
- Other info: Great opportunity for ambitious individuals looking to grow in a supportive environment.
- Why this job: Join a collaborative team and make a real impact on customer relationships and support.
- Qualifications: Experience in client-facing support roles and strong stakeholder management skills.
The predicted salary is between 45000 - 45000 £ per year.
Client Support Manager - Banking Technology - required for a growing FinTech business, offering Mostly Remote Working, paying up to £55K + Benefits.
Working Pattern: Mostly remote working with occasional days in the office throughout the year, as required. Roughly once a month.
Role Overview: This is a great opportunity for someone who's perhaps operating within a client-facing Application Support, Service Delivery or Technical Support role and is ready to step into something with greater ownership and responsibility - this is more focused on excellent internal and external relationships, rather than you solving the problem yourself.
As Client Support Manager you will join an expanding technology business within Financial Services, where you'll become the bridge between customers and internal technical teams, taking ownership of complex support issues from initial investigation through to resolution, managing all stakeholders correctly whilst others solve any issues - this requires fantastic relationship management.
Please note this is not a 1st, 2nd or 3rd Line support position.Instead, you'll operate across 2nd and 3rd Line Support functions, working directly with customers in highly regulated environments, understanding the problems they're experiencing, asking the right questions and ensuring the right people internally are engaged to resolve them.
The business has built an excellent reputation with its customers and support plays a huge part in maintaining that. It's about far more than logging tickets and providing updates; it's about understanding how the platform should behave, identifying whether an issue is functional or technical and ensuring customers receive an excellent service throughout. Some of these customers could be highly-pressured individuals, with tight deadlines, so dealing with challenging situations well is also key.
You’ll work closely with Product, Engineering and Infrastructure teams, coordinating investigations, managing expectations and ensuring agreed service levels are achieved.
This isn't just another Client Support role... Whilst you'll certainly be responsible for managing incidents and coordinating technical investigations, the real value comes from your ability to think beyond the immediate problem. Customers won't always provide all the information needed, so you'll naturally challenge where appropriate, ask the right questions and investigate before engaging the wider business.
Sometimes the answer will be straightforward. Other times you'll need to analyse data, understand expected system behaviour and work alongside technical specialists to identify the true root cause. You’ll become a trusted point of contact for customers, whilst internally ensuring the right teams remain focused on delivering the best possible outcome.
What you'll be involved in: As Client Support Manager you'll take ownership of customer incidents from initial investigation through to resolution, ensuring customers remain informed throughout - until you may add to the team; you will be the first point of contact as well as own the relationship too.
- You'll manage issues through Jira, prioritising work appropriately whilst ensuring SLA commitments are consistently achieved.
- Working closely with Product, Engineering and Infrastructure teams, you'll coordinate technical investigations, understanding expected system behaviour and help establish whether issues are functional, technical or infrastructure related.
- You'll review customer information, challenge constructively where required and ensure investigations begin with the right level of detail.
- Alongside incident management, you'll analyse reports and support data, identifying trends and potential issues rather than simply passing information from one team to another.
This is a highly collaborative position where stakeholder management is absolutely key, balancing the needs of customers with internal priorities whilst always acting in the best interests of the business.
We're looking for someone with experience in:
- Client-facing Application, Technical or Service Support - however does not need to be in a technical contribution role - just a solid understanding of technology
- Managing customers within regulated environments, ideally Financial Services
- Jira or similar ticket management systems
- Stakeholder management and customer communication
- Incident management and working to SLAs
- Analytical problem solving
- Proven, strong experience in stakeholder management of both internal and external relationships
The type of person who'll thrive here and why join? This is a business that genuinely invests in its people. They're looking for someone with ambition who's ready to step up, offering plenty of support, real progression opportunities as the team continues to grow and a collaborative environment where honest, hardworking people thrive.
If you're looking for a role where you can combine customer management, technical investigation and genuine ownership whilst developing your career within a growing technology business.
Client Support Manager in Manchester employer: Apply Recruitment
Join a forward-thinking company in East Kilbride that prioritises employee well-being and professional growth. With a strong emphasis on innovation, our collaborative work culture fosters creativity and problem-solving, while offering excellent benefits and bonuses to reward your contributions. As a Senior Endpoint & Intune Specialist, you'll have the opportunity to enhance user experiences and drive impactful changes within the organisation, making this a truly rewarding role.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apply Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Apply Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Support Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Apply Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Apply Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Apply Recruitment!
How to prepare for a job interview at Apply Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
