We have an exciting new role created to enhance the client experience. You will be responsible for creating and driving the client experience strategy, developing initiatives to improve the client journey at Frenkel Topping.

This role will suit someone with excellent leadership and communication skills and a passion for helping others.

If this sounds like you, keep on reading!

 

Purpose of the role : 

The purpose of the Client Experience Manager is to ensure our clients receive the highest level of customer service, increasing customer satisfaction by working with key stakeholders within the business.

 

Key Responsibilities :

  • Create functional strategies and specific objectives
  • Building and maintaining relationships with customers
  • Understanding of key customer individual needs and addressing these
  • Develop service level standards focused on retaining and increasing client retention
  • Establish policies &  procedures that produce high-quality customer service delivery and that reflect industry best practices
  • Utilise internal relationships to grow knowledge and aid clients
  • Identify, develop and promote potential integrations that are relevant to the client
  • Produce MI reports for the Senior Executive Team
  • Continually develop and embed better ways of working by encouraging a culture of continuous improvement and innovation with team
  • Provide training and coaching for relevant teams to continuously improve service levels

 

Person Specification 

Experience 

  • 3 years+ previous experience in client experience management or senior customer service/management role (desirable)
  • A passion for providing ad developing an outstanding customer experience
  • Experience in project management

 

Skills and abilities 

  • Ability to truly hear what our customers need
  • Relationship management and interpersonal skills to include, experience in achieving credibility and building strong client relationships at all levels
  • Confident communicator with the ability to influence all levels
  • ability to put the customer at the heart of everything
  • Ability to prioritise workload
  • Strong leadership skills
  • Ability to use creative thinking, to be able to come up with new ideas to improve client service standards
  • Proven and demonstrable skills in planning, organisation, prioritisation and problem solving
  • Confidence, patience, politeness, tact and diplomacy when dealing with difficult conversations

 

Personal qualities 

  • A desire to support vulnerable clients
  • Empathetic
  • Professional and approachable

 

Education and training 

  • Maths & English GCSE or above
  • Proficient/trained in use of Microsoft products
  • Proficient/trained in use of CRM/database systems

 

To find our more about this role and to apply, click here