Client Services Manager

TN United Kingdom; Shrewsbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Client Services Manager to join their Mid-Market team in Shrewsbury. This role is crucial for supporting Enterprise clients with their mobile and telecom needs. You'll engage directly with customers, resolving issues and identifying opportunities for added value. The ideal candidate will thrive in a fast-paced environment, demonstrating strong organizational and communication skills. If you have a background in telecoms and a passion for customer service, this position offers a chance to make a significant impact while working in a supportive and inclusive workplace.

Qualifications

• Experience in an admin-heavy/office environment is essential.
• Strong organizational and time management skills are required.

Responsibilities

• Process resigns and new connection orders for named accounts.
• Log all relevant queries on the CRM system and ensure SLAs are met.

Skills

Organizational Skills

Communication Skills

Time Management

Telecoms Knowledge

Education

Experience in Admin-heavy Environment

Tools

Salesforce

CRM Systems

Job description

The role of Client Services Manager within our Mid-Market team is important to us. You will work closely with named Account Managers (AM) to support their Enterprise clients with day-to-day requests regarding their mobile phones, networks, and Telecoms. You'll be a natural communicator who thrives on engaging with customers - helping to resolve issues, discuss new products, and find opportunities to add value.

We would love to welcome you to our Shrewsbury office, working hours of Monday to Friday 8:30am – 5:00pm or 9:00am – 5:30pm.

Your responsibilities day to day will be:

1. Process resigns and new connection orders for your named accounts.
2. Attend monthly/quarterly service review meetings with AM where required (either F2F or on Teams).
3. Ensure phone answering takes priority and is answered in line with company guidelines (3 rings).
4. Reporting and taking full ownership of any reports carried out.
5. Log all relevant queries on CRM system, ensure SLAs are met and notes are kept up to date on ongoing cases.
6. Resolve all ‘owned’ queries in line with company guidelines/SLAs.
7. Manage customer expectations always – quoting realistic timeframes to complete tasks.
8. Pass any sales opportunities identified through customer conversation to AM.
9. Provide support to assigned AM on tariff guides, commercial bonuses, and promotional offers relevant to their accounts.
10. Support with additional connection paperwork and opportunities on Salesforce where necessary.
11. Ensure Salesforce rules are adhered to in line with company requirements.
12. Identify and suggest process or procedure improvements, providing evidence of change details/benefits to your Line Manager.
13. Keep up to date on Radius Telecoms & IT product portfolio.
14. Complete purchasing in line with company guidelines – ensuring best price is achieved and that bespoke pricing is managed and kept up to date with the customer.
15. Escalate queries where necessary with the network or Line Manager, following the relevant process.
16. Keep AM informed of any risks or escalations within their account base.

Qualifications

• Experience in an admin-heavy/office environment.
• Telecoms knowledge/experience in the industry is essential.
• Strong organizational and time management skills, with the ability to prioritize tasks.
• Able to adapt and succeed in a fast-paced, changing environment.
• Strong communication skills, capable of engaging at all levels.

Additional Information

Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via email.

Radius is an equal opportunities employer. We are committed to welcoming people regardless of age, disability, gender identity, race, faith or belief, sexual orientation, or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note to recruitment agencies:

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.