At a Glance
- Tasks: Lead client experience initiatives and enhance service quality in a dynamic legal environment.
- Company: Join a reputable firm focused on exceptional client care and operational excellence.
- Benefits: Competitive salary, professional development opportunities, and a supportive team culture.
- Other info: Opportunity to influence company culture and work with a dedicated team.
- Why this job: Make a real difference by improving client relationships and driving positive change.
- Qualifications: Experience in complaints handling, excellent communication skills, and a passion for client care.
The predicted salary is between 45000 - 55000 £ per year.
We have a new internal vacancy for a Client Relations Manager in our Volume Litigation Team. The Client Relations Manager will lead the department in respect of client experience and service quality by establishing best practice; identifying the root causes of complaints, improving operational standards, enhancing client communication, and supporting the embedding of a culture of accountability, professionalism, and exceptional client care across all teams. The role will support the department's people and performance managers, and the head of department in driving behavioural and cultural change, as well as acting as an operational escalation point for client complaints and dissatisfaction.
Some of the key responsibilities include:
- Act as an escalation point / liaison with the legal expenses insurer to assist the management of complaints and/or expressions of dissatisfaction.
- Investigate causes of complaints and operational failures to identify any systemic issues, including communication breakdowns, poor case handling, delay management, supervision gaps, unrealistic expectations, or process inefficiencies.
- Track and analyse complaint data and client feedback, complete file audits and, if applicable, call reviews.
- Review platform feedback and operational KPIs to identify trends, training needs, and service risks.
- Report on the above and share findings with the department, and with senior management, to ensure that complaints are resolved fairly, professionally, and in line with regulatory and internal service standards.
- Suggest corrective actions to prevent repeat complaints and improve overall client outcomes; supporting the relevant people and performance managers by providing data and feedback so that they can implement these actions and recommendations.
- Support the relevant people and performance managers to ensure consistency in customer experience across all practice areas including Contract and Landlord & Tenant.
- Where appropriate, act as a point of contact for distressed or dissatisfied clients, handling difficult conversations professionally and empathetically while protecting client relationships and the reputation of the firm.
Experience in a managerial position within complaints handling, customer experience, operational improvement and/or legal or insurance operations.
Strong understanding of legal service environments and client care expectations.
Excellent communication and conflict resolution skills.
Experience analysing data and identifying operational trends.
Strong coaching and training capability.
Ability to influence behaviour and drive cultural change.
High emotional intelligence and resilience.
Working knowledge of SRA, FCA and Legal / Financial Ombudsman expectations.
Client Relations Manager in Bristol employer: Das Group
Das Group is an excellent employer, offering a dynamic work culture in Bristol that fosters innovation and collaboration. Employees benefit from continuous growth opportunities and a supportive environment where their contributions are valued, making it an ideal place for those looking to make a meaningful impact through technology.
StudySmarter Expert Advice🤫
We think this is how you could land Client Relations Manager in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Das Group. 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 Das Group 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 Relations Manager in Bristol
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 Das Group:Your cover letter is your chance to shine! Tell us why you want to work at Das Group 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 Das Group!
How to prepare for a job interview at Das Group
✨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.
