Client Services Manager

Giant Group; Chelmsford; On-site; GBP 42,000 - 58,000; Full time

Benefits offered by this job

31 Days Holiday

Pension Scheme

Enhanced Maternity and Paternity Pay

Childcare Support

Referral Bonus

Birthday Leave

Volunteering Leave

Employee Assistance Program

Additional Holidays

Health Cash Plan

Giant Advantage

Soft Loans

Gym Membership

Training

Long Service Awards

Job summary

Giant Group in the United Kingdom is seeking a Client Services Manager to nurture relationships with strategic accounts, coordinate service delivery and be the first point of contact for client queries.

You will work closely with the Client Services Director and operational teams to ensure service commitments are met, resolve issues quickly and identify opportunities to grow our client base.

Qualifications

• At least two years’ experience in client services, account management or a similar client-facing role within recruitment, MSP or umbrella payroll.

Responsibilities

• Build and maintain trusted relationships with key client stakeholders.
• Manage client queries, escalations and complaints through to resolution.
• Prepare and lead regular formal client review meetings and support the day-to-day management of strategic accounts.
• Monitor service delivery against agreed SLAs and KPIs.
• Prepare client review packs, RAID logs, account plans and service reports.
• Work with operational teams to resolve complex client issues.
• Identify opportunities to increase headcount, revenue and the use of Giant’s services.
• Drive service and process improvements in line with contractual agreements.
• Keep clients informed about relevant legislative and service changes.
• Maintain clear communication between clients and internal departments.

Skills

Client relationship management

Account management

Communication skills

Escalation handling

Job description

Do you love meeting clients, building trusted relationships and finding ways to improve service and grow key accounts?

At Giant Group, we are looking for a Client Services Manager to manage relationships with our strategic clients and ensure they receive consistently excellent service

What we offer

Hours: 37hrs per week, Mon to Fri 9AM -5:30PM (3 days in the Chelmsford office.

About us

We believe in a world where businesses can engage and manage global talent without any barriers. Established in 1992, Giant Group is a workforce management platform and solutions provider. Our purpose is to support businesses with compliant and efficient solutions ranging from supply chain management and background checking/screening, through to time management, billing and payroll, and a range of employment options, all on a global basis.

To understand more about Giant Group and our services please browse our website at: www.giantgroup.com

About the role

As a Client Services Manager, you will manage the day to day relationships with our strategic accounts, coordinate service delivery and act as the first point of contact for client queries and escalations.

Working closely with the Client Services Director and our operational teams, you will help ensure we meet our service commitments, resolve issues quickly and identify opportunities to strengthen and grow our client relationships.

Key responsibilities

• Build and maintain trusted relationships with key client stakeholders.
• Manage client queries, escalations and complaints through to resolution.
• Prepare and lead regular formal client review meetings and support the day-to-day management of strategic accounts.
• Monitor service delivery against agreed SLAs and KPIs.
• Prepare client review packs, RAID logs, account plans and service reports.
• Work with operational teams to resolve complex client issues.
• Identify opportunities to increase headcount, revenue and the use of Giant’s services.
• Drive service and process improvements in line with contractual agreements.
• Keep clients informed about relevant legislative and service changes.
• Maintain clear communication between clients and internal departments.

About you

You will ideally have at least two years’ experience in client services, account management or a similar client-facing role within recruitment, MSP or umbrella payroll.

You will also be:

• A confident relationship builder who can engage with clients at all levels
• Commercially aware, with a good understanding of contractual obligations
• Highly organised and able to manage multiple accounts and priorities
• Confident handling escalations and resolving service issues
• A clear communicator who works well across different teams
• Proactive and always looking for ways to improve the client experience

Application Deadline

• Applications will close on 30th September 2026

Employee Benefits

• 31 Days Holiday: Enjoy generous time off, inclusive of bank holidays.
• Pension Scheme: Secure your financial future with our pension plan.
• Enhanced Maternity and Paternity Pay: We're here to support your growing family.
• Supporting Childcare: Support for parents returning to work.
• Employee Referral Bonus: Refer talent and earn rewards.
• Birthday Leave: Celebrate your special day with an extra day off.
• Leave for Volunteering: Day off for charity work.
• Employee Assistance Program: Get the support you need when you need it.
• Buy Additional Holidays: More time for you, when you need it.
• BHSF Health Cash Plan: Your health is our priority.
• Giant Advantage: Exclusive discounts for our amazing team.
• Soft Loans: Emergency loans for unexpected expenses
• Subsidised Gym Membership: Stay fit and healthy with Nuffield Health.
• Role-Relevant Training: Invest in your career growth.
• Long Service Awards: Celebrate your loyalty and dedication.