At a Glance
- Tasks: Lead and manage the Service Desk, ensuring top-notch client experience and team performance.
- Company: Dynamic tech company focused on social care with a strong leadership culture.
- Benefits: Competitive salary, senior leadership role, and opportunity to shape the Service Desk.
- Other info: Join a supportive team and drive continuous improvement in a fast-paced setting.
- Why this job: Make a real impact in client services while developing your leadership skills.
- Qualifications: Proven management experience in a service desk or client services environment.
The predicted salary is between 40000 - 50000 £ per year.
Role: Client Service Manager
Location: Middlesborough (Office-based)
Salary: Competitive - DOE
Reports to: Managing Director
About the Role
We are looking for an experienced Client Service Manager to lead and take full ownership of our Service Desk. This is a senior management role reporting directly to the Managing Director, with our Technical Stack Leads reporting into you. You will be responsible for the overall performance, quality, and client experience of the Service Desk, ensuring service levels are consistently met and the team operates efficiently, professionally, and cohesively.
This role suits someone who is first and foremost a strong people manager, confident leading leads and managers, driving performance, and holding teams accountable, who also brings a broad technical understanding to make credible, informed decisions across the stack. You will also work closely with the Commercial Team, providing the client insight needed for effective account management and helping to identify potential upsell opportunities.
Key Responsibilities
- Take full ownership of the Service Desk, ensuring it consistently meets SLAs, KPIs, and client expectations.
- Directly manage and develop the technical stack leads, providing clear direction, coaching, and performance management.
- Build a strong management structure beneath you, ensuring accountability and clear escalation paths across all technical disciplines.
- Act as the primary escalation point for major incidents and complex or high-priority client issues.
- Report directly to the Managing Director on Service Desk performance, risks, and improvement initiatives.
- Drive continuous improvement in processes, tooling, and ways of working across the Service Desk.
- Own client relationships at a service level, ensuring client satisfaction and proactively addressing concerns.
- Monitor resourcing, workload, and capacity across the team, adjusting as needed to maintain service quality.
- Champion a strong service culture, setting clear standards and expectations for the wider team.
- Produce regular reporting on service performance, trends, and team output for the Managing Director.
Essential
- Proven experience managing a Service Desk or client services function, ideally within a technology or managed services environment.
- Strong, demonstrable management and leadership skills, including direct experience managing managers or team leads.
- A track record of driving performance improvement and accountability within a team.
- Excellent communication skills, with the confidence to report directly to senior leadership and manage client relationships at a senior level.
- Strong organisational skills and the ability to manage competing priorities across multiple technical disciplines.
Desirable
- Broad technical knowledge across IT infrastructure, networking, cloud, or related technical disciplines (deep specialist knowledge not required).
- Relevant experience in a similar Client Service Manager or Service Desk Manager role.
- Familiarity with ITIL or similar service management frameworks.
- Experience with service desk tooling and reporting/KPI dashboards.
What We Offer
- A senior leadership role with direct reporting line to the Managing Director.
- The opportunity to shape and build out the Service Desk's management structure in line with Group ambitions.
- Competitive salary, dependent on experience.
Client Services Manager - Social Care in Middlesbrough employer: Nextech Group Limited
As a Business Development Manager at our well-established Technology Solutions company in Teesside, you will thrive in a dynamic work culture that prioritises innovation and collaboration. We offer competitive salaries, comprehensive benefits, and ample opportunities for professional growth, ensuring that you can develop your skills while contributing to meaningful projects that drive customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager - Social Care in Middlesbrough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nextech Group Limited. 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 Nextech Group Limited 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 Services Manager - Social Care in Middlesbrough
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 Nextech Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Nextech Group Limited 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 Nextech Group Limited!
How to prepare for a job interview at Nextech Group Limited
✨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.
