Client Services Manager

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

📋 Compliance

☁️ SaaS

🏢 Enterprise

💰 Seed Round on 2018-01

Compliance • SaaS • Enterprise

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Play a key role in the management and delivery of all client services, ensuring effective execution in line with contractual obligations while collaborating with Operational, Finance, and Change and Development teams to meet client expectations and identify opportunities for account growth • Manage the preparation and development of regular client meetings, reports and meeting packs, working with internal stakeholders to book meetings and ensure papers are complete, formatted and issued in a timely fashion • Manage instructions of services into the delivery team, including any decisions or actions from client meetings and follow through to completion • Maintain client account plans, actively working with the KAD/SCP, ensuring plans are actively maintained to identify further opportunities • Consider and review the effectiveness and efficiency of existing systems, processes and controls, document and make suggestions to continually enhance service delivery • Actively support operations by understanding, planning and communicating, operational changes and gaining buy-in/permission where required • Support the management of the client escalation process, ensuring all relevant stakeholders are kept aware of issues • Organisation and management of Change Control Notes or Letters of Variation for tasks outside of contract • Manage and raise invoices as per the contract and additional services • Support colleagues on rebids and extensions, including Contract Review Committee meetings

🎯 Requirements

• Experience in a CSM role ideally in financial services or pensions • Client-first mindset, proactively identifying opportunities to improve satisfaction and retention • Solid organisational, task or project management skills, with the ability to manage multiple workstreams to deadlines • Ability to build and influence internal stakeholder relationships • Strong verbal and written communication skills, able to tailor messages for different audiences and lead the preparation of materials for meetings and presentations or client discussions • Understanding of commercial pricing models and management of business risk

🏖️ Benefits

• Company matched pension • life assurance • 15 weeks’ fully paid maternity, adoption and shared parental leave • paternity pay of two weeks • flexible working solutions