Client Services Manager

An exciting opportunity has arisen in our Client Relations team, if you are someone who enjoys nurturing relationships and working towards continued company growth, then please apply!

Job Purpose:

Acting as the primary daily client contact for SPS the Client Services Manager (CSM) is responsible for managing all service operations at our client’s site including daily service delivery, employee management, overall customer satisfaction and strict adherence to all SPS policies. The CSM typically works from the Clients office location.

The post holder will deliver gross profit targets, defined SLAs, and pursue any business development opportunities with the client. The CSM will also be responsible for ensuring a culture of service excellence, while helping to develop and cross train employees.

Duties and Responsibilities:

• Possess a thorough understanding through regular communication of the client’s business & their needs.
• Monitoring, recording & reporting regularly against set KPIs/SLAs for the services provided.
• Identify any potential for business development with the client, in line with the solutions that SPS offers.
• Assisting the Area Manager/Key Account Manager (AM/KAM) in agreeing & documenting any changes to the contract/service provision & communicating these changes to site staff & service users.
• Organising shift rotas, taking operational needs and staff requests into account to limit staff absence and overtime costs.
• Conduct regular appraisals of staff against clearly defined objectives.
• Developing flexible & multi-skilled staff.
• Monitoring, recording and reporting performance targets for the team and individuals.
• Liaise with the Academy to identify effective training programmes for staff which cover key aspects of the service & processes.
• Monitoring and recording holiday, sickness & overtime.
• Budgetary management, including P&L responsibility.
• Ensure compliance in line with company policies (e.g. H&S, GDPR, Information Security, Other).
• Effectively manages disciplinary & grievance issues in accordance with the SPS procedures.
• Investigation & resolution of customer queries/complaints.

Person specification:

The ideal candidate will display knowledge and experience of the following;

Skills/Competences

• Ensures that everyone understands each other's roles and responsibilities and how they relate to operational and business results.
• Understands financial aspects of the contract through the effective management of agreed Budgets as directed by the AM/AD.
• Ensure that SPS compliance responsibilities are understood and implemented.
• Gives guidance to team to support improvement, creating a culture that rewards teamwork and cooperation.
• Effectively writes reports and proposals in line with SPS organisational standards and requirements.
• Uses knowledge of organisation and relationships to achieve results.

N.B. All roles will be expected to undertake manual handling duties within their physical capabilities. It is therefore, essential that if you have a disability which will limit your ability to undertake this type of work, you alert us at interview to this.

SPS UK&I ensures equal employment opportunity to all employees and applicants without regard to race, colour, religion, gender, sexual orientation, national origin, ethnic background, age, marital status, physical or mental disabilities, or any other characteristic protected by law. Our policy extends all phases of the employment process, including recruitment, selection, transfer, training, restructuring, promotion and compensation.

SPS Ref Number: SPS3358

Closing Date: 11th October 2024