Customer Liaison Manager

Bell Integration; Portsmouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in IT services is seeking a Customer Liaison Manager to oversee service delivery and client relationships. The role emphasizes leadership, communication, and customer satisfaction. Join a collaborative culture that values diversity and offers competitive benefits.

Benefits

Internal development opportunities

Competitive salary

Flexible remote working

Generous pension scheme

25 days annual leave

Healthcare and dental insurance

Life assurance

Cycle to work scheme

Diverse, inclusive work culture

Modern workplaces

Qualifications

• Experience in service delivery and operations.
• Strong leadership and people management skills.

Responsibilities

• Manage client relationships and service delivery.
• Oversee support team performance and reporting.
• Address customer satisfaction issues.

Skills

Leadership

Communication

Negotiation

Mentorship

Flexibility

Job description

Bell Integration has been in the business of helping companies establish, maintain, and grow their IT services since 1996. Our team of hardworking professionals delivers Bell Integration’s multiple services worldwide with unmatched efficiency and enthusiasm.

We continue to grow and currently employ over 900 staff across offices in London, Portsmouth, Wokingham, Glasgow, Hyderabad, the US, Slovakia, and at many customer sites. Our heritage lies in helping businesses operate their critical technology more cost-effectively while enhancing customer engagement and operational responsiveness.

Role Overview

The Customer Liaison Manager acts as the primary contact for customers, ensuring all aspects of service delivery are understood and met. Responsibilities include overseeing support team performance, stakeholder management, service level performance, and reporting. Customer satisfaction, clear communication, and precise planning are vital to success in this role.

Service Transition

The Customer Liaison Manager may support new customer onboarding and service transition activities, including:

1. Understanding customer service requirements
2. Communicating requirements to relevant teams
3. Assisting with service design and implementation
4. Serving as the main contact point and coordinating support readiness
5. Providing progress updates to stakeholders and customers

Service Delivery

Key responsibilities include:

1. Managing client relationships to meet and exceed expectations
2. Monitoring service delivery and implementing improvements
3. Addressing customer satisfaction issues
4. Communicating service-related matters internally and externally
5. Creating service reports
6. Understanding the customer’s business and identifying growth opportunities
7. Collaborating with internal teams to align on business needs
8. Ensuring compliance with Service Management processes
9. Managing information related to service outages and critical periods
10. Working with sales and account teams to analyze service demand and influence investments

Leadership

The role requires strong leadership qualities, including:

1. Providing mentorship and support to team members
2. Promoting continuous improvement
3. Demonstrating experience in service delivery and operations
4. Excellent communication, presentation, facilitation, and negotiation skills
5. Building strong client relationships at all organizational levels
6. People management and motivational skills
7. Self-motivation, flexibility, and adaptability
8. Willingness to travel to customer sites

What We Care About

At Bell, we foster an open, collaborative culture where everyone can contribute to shaping our business. We value diversity and strive to create an inclusive environment where all staff can thrive.

Why Join Bell

We offer:

• Internal development opportunities with access to Udemy’s extensive training platform
• Competitive salary
• Flexible remote working
• Generous pension scheme
• 25 days annual leave plus bank holidays and options to purchase extra days
• Healthcare and dental insurance
• Life assurance
• Cycle to work scheme
• Diverse, inclusive work culture
• Modern workplaces
• Exclusive discounts and wellness benefits