Client Customer Service Manager

About the Role

We are seeking a Client Customer Service Manager to join Evri for a 12-month fixed-term contract. In this vital position, you will become a trusted advisor to key clients, partnering with leadership teams to enhance customer service strategies, boost service quality, and deliver excellent outcomes for customers. This role is highly visible and requires close collaboration across multiple departments to promote continuous improvement and growth opportunities.

Key Responsibilities

• Establish and nurture senior-level relationships with client stakeholders to build trust and partnership.
• Lead and manage customer service discussions in service and quarterly business reviews as well as strategic meetings.
• Present insights on performance, analyze trends, and recommend improvements to enhance customer experience.
• Design tailored customer service and experience strategies that address unique client needs.
• Reduce avoidable customer inquiries through data-driven analysis and targeted action plans.
• Find opportunities to enhance customer journeys, encourage self-service adoption, and improve service delivery.
• Collaborate with Client Development teams to support client retention, growth, and service enhancements.
• Work closely with Operations, Customer Experience, Commercial, Product, and Technology teams to develop client-centric solutions.
• Mentor and support the Client Customer Service Support Manager, fostering a culture of continuous improvement and customer focus.

Candidate Requirements

• Proven experience in managing client relationships within customer service, experience, or contact centre environments.
• Comprehensive understanding of contact centre operations and performance metrics.
• Exceptional stakeholder management and relationship-building capabilities.
• Strong analytical skills with the ability to convert data insights into actionable strategies.
• Excellent verbal and presentation skills for engaging senior-level stakeholders proficiently.
• Ability to influence and collaborate effectively across all organizational levels.
• Proactive, solution-oriented approach with a drive for continuous enhancement.
• Leadership experience coupled with a dedication to mentoring and developing team members.

Additional Information

This role offers an exciting chance to join a dynamic and evolving company dedicated to superior customer experience and strengthening client relationships. You will have substantial responsibility and opportunity for impact, influencing service strategies and contributing directly to client success.

Evri embraces inclusion and diversity, welcoming candidates from all backgrounds.