Regional Client Planning and Support Specialist in Manchester

Department and Employment Department: Operations

Employment Type: Permanent

Location: Manchester, UK

Reporting To: Customer Operations Manager

Job Summary

At ISOQAR, we draw on our experience, knowledge, and ambition to empower organisations to achieve their highest potential. Through our robust portfolio of progressive solutions, a comprehensive range of certifications and industry-leading insights, we lead by example to amplify excellence within the organisations that we support. The Regional Client Planning and Support Specialist role is responsible for ensuring service excellence by effectively coordinating the operational and administrative aspects of service delivery to designated clients, in accordance with established performance KPIs, SLAs, and service standards.

Daily Responsibilities

• Support service delivery to allocated clients by processing operational administrative tasks, including updating and maintaining accounts, managing suspensions, deregistration, and account status updates;
• Issue certifications and conduct pre‑audit contact and confirmation;
• Manage client non‑conformance issues and administer pre‑ and post‑audit activities;
• Effectively manage client requirements in line with business needs, including date and personal changes, cancellation requests, and general audit rescheduling (including processing invoices related to client cancellations);
• Collaborate with colleagues and the broader business to address client needs and resolve issues as the first point of contact; liaise with the Technical Department to ensure necessary technical checks are completed and to resolve client queries;
• Contribute to and develop internal peer‑to‑peer training within the department;
• Act as the first responder to client issues and complaints, working with relevant departments to resolve them;
• Maintain a customer‑centric, right‑first‑time approach to all activities and communications;
• Proactively work with customers to provide a tailored and unique experience; identify opportunities to improve the customer journey and support business improvement initiatives;
• Attendance and presentation of KPI’s in the regional field meetings;
• Perform any other duties as assigned by management.

Qualifications

• Experience working in a customer support role;
• Strong communication skills;
• Ability to organise and multitask;
• Competence with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook);
• Ability to work under pressure and to tight deadlines.

Benefits

• Hybrid workplace policy – work from the office 3 days per week;
• Enhanced parental leave;
• Generous annual leave;
• Healthcare plan;
• Annual Giving Day – an extra day to give back to yourself or your community;
• Cycle‑to‑work scheme;
• Pension scheme with employer contributions;
• Life assurance – 3× base salary;
• Rewards program – access to discounts and cash back;
• LinkedIn Learning licence for upskilling & development.

Equal Opportunity Employer

ISOQAR is proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.