Client Services Manager

Position: Client Services Manager
Location: London
Hours: 40 hours per week
Salary: Depending On Experience
Ref: SPS1543

JOB PURPOSE

The Client Services Manager (CSM) will manage all Swiss Post Solutions (SPS) service operations at our client’s site. 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 managing all SPS staff, ensuring a culture of service excellence, while helping to develop and cross train staff.

MAIN DUTIES:

► 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 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 policy’s (e.g. H&S, Information Security & HR).
► Effectively manages disciplinary & grievance issues in accordance with the SPS procedures.
► Investigation & resolution of customer queries/complaints.

PERSON SPECIFICATION:

► Excellent leadership skills developing a high service culture.
► Ability to communicate effectively in a variety of written and verbal formats with a wide range of people.
► The ability to develop and maintain excellent customer relationships.
► Strong time management skills and motivation – ability to work to deadlines and under pressure.
► Commitment to own personal professional development.
► A commitment to Equal Opportunities, Diversity and Inclusion.
► Intermediate IT skills – Word Processing, Spreadsheets, Databases, Email and Web.