At a Glance
- Tasks: Manage client relationships and ensure excellent service delivery to support growth.
- Company: A purpose-driven organisation focused on making a difference in people's lives.
- Benefits: Competitive salary, professional development, and the chance to make a real impact.
- Other info: Opportunity to influence senior clients and contribute to meaningful projects.
- Why this job: Join a vibrant team and help tackle poverty through innovative solutions.
- Qualifications: Experience in client management, strong communication skills, and a passion for social impact.
The predicted salary is between 34650 - 42350 £ per year.
We’re looking for a highly capable, motivated and public-service orientated Client Services Manager, with experience working in the public sector or with a proven track record in a similar or related sector.
We need someone who has the passion and drive to make a significant contribution to our continued growth and to the lives of people on the lowest incomes.
You will report directly to the Service Manager of Client Services as a core member of our growing Growth team.
You’ll own the client management role from start to finish, ensuring that we deliver excellent services to our clients.
You will operate at various levels within our client base and you must therefore have the ability to influence at the highest level and build senior relationships quickly.
You will work alongside our vibrant team of social policy experts, software technicians and data analysts to provide outstanding service and product delivery, leaving clients delighted.
Your main focus will be to promote our consultancy and software products to contribute to the sales and renewal targets.
You will build relationships with decision makers, deliver and oversee the successful use of our LIFT platform, ensuring our clients are able to turn insight into impact.
You’ll be recognised as a trusted advisor by our clients and your work will deepen our relationships with clients and secure repeat business with identifiable opportunities in local and central government.
Responsibilities
- Contribute to the customer retention, satisfaction and revenue growth strategy
- Serve as the main point of contact for your assigned accounts
- Get to know your accounts to understand their opportunities and challenges
- Identify how we can support the customer’s opportunities and challenges
- Monitor the satisfaction of your accounts and report progress internally
- Be the company contact for your customer accounts
- Own the client management process from liaising with the sales team, holding kick off meetings, setting objectives with clients, project management and support, extraction of outcomes and key success indicators and client retention.
- Monitor the on-time and high-quality delivery of our analysis, research and software services to your assigned clients
- Ensure our LIFT clients are able to turn insight into action
- Ensure consistent and high quality reporting providing evidence of both human and monetary impact of our client’s work 4. Other duties
- Support the senior team in the development and execution of business strategy
- Manage and build new and existing senior client relationships, ensuring our analytics and software clients are delighted with the service they receive, helping us to grow across services within the clients we support
- Promote our strategic development priorities, and support our key strategic relationships
- Ensure a strong professional and commercial focus internally and externally, delivery, deadlines for the projects you oversee should be realistic and met
- Contribute to our thought leadership through policy work, blog writing, presenting webinars and attending industry events, including speaking engagements
Essential skills
- Excellent communication and interpersonal skills
- Strong relationship-building skills to build trust and rapport with customers
- Desire to work in a business with a social purpose
- Knowledge and/or interest in the welfare system
- Knowledge and/or experience of local government or social housing
- Evidence of an ability to build client relationships, understand their needs and identify opportunities
- Ability to write compelling, professional project reports
- A self-starter with the ability to stay motivated and work independently
- Ability to work effectively as part of a team
- Passionate about the power of technology to help tackle poverty, with knowledge of or keen interest in the welfare system, and other related policy areas
- Well organised with excellent attention to detail, and the ability to work under pressure, manage competing priorities and meet tight deadlines
- A people person, able to work effectively in both a commercial and public sector environment, build relationships and help people to perform at their best
- Experience of selling in software/analytics especially in the public sector
- Experience providing advice to and influencing a senior audience
- Proven track record in business to business consultancy sales
- Experience with a sales pipeline methodology
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Client Services Manager employer: Policy in Practice
As a Client Services Manager at our organisation, you will join a passionate team dedicated to making a meaningful impact in the lives of those on the lowest incomes. We pride ourselves on fostering a vibrant work culture that values collaboration and innovation, offering ample opportunities for professional growth and development. Located in a dynamic environment, we provide a unique chance to influence public sector outcomes while enjoying a supportive atmosphere that champions social purpose.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Policy in Practice. 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 Policy in Practice 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
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 Policy in Practice:Your cover letter is your chance to shine! Tell us why you want to work at Policy in Practice 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 Policy in Practice!
How to prepare for a job interview at Policy in Practice
✨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.
