Client Support Manager
4 days ago
Yeovil
Client Support Manager Location: Yeovil (office-based) | Hours: 08:00-17:00 | Full-time, permanent Salary: £45,000-£50,000 Team: Managing a team of 6 About our client Our client is a leading specialist in their industry The role The Client Support Manager will lead the day-to-day customer service operation, manage a team of six and support overall customer service performance. Reporting to the CRO, you will ensure customers receive fast, accurate and consistently high-quality service across all channels. This is an office-based role in Yeovil, working 08:00-17:00. High-level customer service focus • Set and maintain clear service standards for response times, accuracy and professionalism. * Build and embed a strong "customer first" culture within the team. * Coach team members in best-practice customer handling, including active listening, empathy, problem-solving and de-escalation. * Ensure consistent, high-quality interactions through the use of agreed processes, templates and guidelines. * Act as the escalation point for complex or complaint cases, resolving issues quickly while protecting customer relationships. * Track error rates, credits/claims and recurring issues, and drive root-cause fixes as part of continuous improvement. * Use customer feedback and data to improve processes and enhance overall service. Key responsibilities • Lead, coach and develop the 6-person Client Support Team, including regular 1:1s and performance reviews. * Coordinate customer and new business appointments with internal Client and Growth teams. * Follow up on quotations and prospects to maximise conversion and support sales targets. * Handle customer queries and complaints via phone, email and online in a professional, customer-centric manner. * Process sales orders, raise purchase orders, set up product codes and obtain supplier quotes. * Maintain accurate CRM/ERP records and order tracking, ensuring data is up to date and reliable. * Identify cross-selling opportunities and support the wider sales team as needed. What we're looking for • Experience in customer service or client support, ideally in a B2B environment. * Proven experience managing or leading a small team. * Strong communication, relationship-building and negotiation skills. * Highly organised, able to multitask and prioritise in a busy environment. * Good attention to detail and accuracy. * Confident using Microsoft 365 and CRM/ERP systems (training can be provided). * A customer-first mindset, proactive, resilient and commercially aware. 23 days holiday plus Bank holidays Free Parking Pension Paid Lunch