At a Glance
- Tasks: Lead client operations, ensuring smooth onboarding and ongoing support for our B2B clients.
- Company: Join JustPark, a leader in simplifying the parking experience for drivers and businesses.
- Benefits: Enjoy 25+ days holiday, free lunches, private medical insurance, and more perks!
- Other info: Be part of a vibrant team with great career growth and fun social activities!
- Why this job: Make a real impact in a dynamic role that enhances client satisfaction and operational efficiency.
- Qualifications: 5+ years in client management with strong problem-solving and collaboration skills.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, England, United Kingdom
About JustPark
JustPark is the premier partner offering both B2B solutions for destinations and B2C services for drivers, simplifying the entire parking experience. Our platform makes it simple for drivers to find, book, and pay for parking while empowering our operating partners to deliver exceptional parking experiences.
About The Role
We are seeking a highly organized and process-driven Senior Client Operations Manager reporting into our Director of Client Success. This role is primarily focused on our Event Parking business, ensuring client satisfaction, driving client commercial optimisation while maximizing our operational efficiency. You will ensure our B2B clients gain maximum value from the JustPark platform.
You will manage a portfolio of clients, guiding them through onboarding, educating them on our platform, and providing ongoing support. You will also take a share in the ownership of key operational activations, while working cross-functionally to solve issues and improve processes.
Key Responsibilities
- Act as the primary operational point of contact for a portfolio of clients.
- Onboard clients efficiently, ensuring a smooth and engaging start to their JustPark journey.
- Migrate clients efficiently to new platforms, ensuring a smooth transition throughout their JustPark journey.
- Provide clients with training, education, and ongoing updates on tools and performance to ensure clients maximize value from the platform.
- Support clients in managing pricing and inventory effectively to drive utilisation and satisfaction.
- Work with clients to resolve driver-related issues and operational challenges related to the on-site offering.
- Monitor client health, proactively identifying risks and implementing strategies to mitigate them.
- Manage client escalations effectively, working cross-functionally to achieve timely resolution.
Operational Excellence & Project Management
- Implement and continuously improve operational processes across the client portfolio to ensure high-quality output and efficiency.
- As part of our wider Operations team you may own key operational areas, such as coordination of client signage and management of penalty charge notice enquiries.
- Drive process improvement initiatives to streamline workflows, enhance client outcomes, and improve internal collaboration.
- Project manage large-scale client change initiatives, ensuring plans are executed on time and to a high standard.
- Communicate project plans, progress, and outcomes clearly to both internal stakeholders and external clients.
Cross-Functional Collaboration
- Partner closely with Account Management, Sales, Finance, Product, Engineering, and Customer Support teams to deliver seamless client experiences.
- Provide client insights to Product and Engineering to inform platform improvements.
- Work with Finance and Sales to ensure accurate operational inputs.
- Act as an advocate for client needs at a higher level, ensuring the client perspective is represented in decision-making.
Requirements
- 5 years+ demonstrable experience in operational client management, process improvement, and high-quality service delivery.
- Proven ability to design, implement, and optimise workflows to achieve efficiency and consistency.
- Ability to track, analyse, and proactively manage client health and address risks.
- Strong capability to diagnose complex issues and drive resolution across multiple teams.
- Excellent cross-functional working skills with the ability to influence and partner effectively.
- Experience executing strategies for customer success to improve client outcomes and drive adoption.
- Strong ability to identify trends, risks, and opportunities for improvement through data-driven insights.
- Excellent communication skills, with the ability to deliver clear updates and act as an advocate for customer needs.
- Confident handling escalations, ensuring structured resolution in collaboration with internal teams.
- 2+ years experience with Gsuite, Salesforce (SFDC) and PlanHat (or other Customer Success Platforms) is advantageous.
Benefits
- Generous holiday policy: 25 days + bank holidays + managers have the ability to grant up to 5 extra days for high performance.
- Free lunch on all office days via Feedr.
- Free snacks & drinks on all office days.
- Private Medical Insurance with Vitality.
- Life assurance through YuLife.
- £25 credit to use for eye tests a year.
- £50 parking credit per month to use via JustPark.
- Cycle-to-work salary sacrifice scheme.
- Enhanced parental leave with 6-months enhanced maternity leave and 4 weeks of fully-paid paternity leave.
- Competitive pension offering with standard and salary sacrifice pension options.
- Quarterly away days with the whole UK team.
- Quarterly team social budget to recharge and bond with your team.
Senior Client Operations Manager in London employer: JustPark
JustPark is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Greater London. With a focus on employee growth, we offer extensive benefits including 25 days of holiday, private medical insurance, and unique perks like free office lunches and monthly parking credits, making it a rewarding place to advance your career as an Analytics Engineer.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JustPark. 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 JustPark 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 Senior Client Operations Manager in London
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 JustPark:Your cover letter is your chance to shine! Tell us why you want to work at JustPark 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 JustPark!
How to prepare for a job interview at JustPark
✨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.
