Client Services Team Manager

at  Radius Payment Solutions

HEARD OF US?

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.
Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.
This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

JOB PURPOSE

The role of Client Services Team Manager is important to us. You will be responsible for developing and delivering service levels required to provide the customer with the best experience possible, to stimulate customer retention and generate additional opportunities across our product portfolio. You will lead a team of Client Service team members and be involved in activities such as coaching, monitoring and managing performance and ensuring that customer enquiries are handled efficiently and effectively.
We would love to welcome you to either our Chiswick, Shrewsbury or Belfast office, working hours are Monday-Friday 8.30am – 5.30pm.

YOUR RESPONSIBILITIES DAY TO DAY WILL BE:

• Supervising, guiding and motivating the team to help colleagues work together and ensure they’re delivering great customer service.
• Organise and delegate workload as well as monitoring output to ensure quality of work.
• Providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints – building long standing relationships with our clients.
• Managing daily/monthly/quarterly reporting for customers.
• Enhance performance by setting clear accountable performance measures.
• Create a culture which achieves the business goals and objectives with regards to delivering outstanding customer service.
• Act as a point of escalation where required.
• Delivery of KPI’s relating to customer satisfaction.
• Promote and enhance ‘First Call Resolution’.
• Act as the ‘Voice of the Customer’ across the organisation.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Work effectively with all stakeholders in Sales, Operations, Commercial and Finance.
• Drive quality and consistency of service.