Senior Client Services Manager | Bristol, UK

TLT LLP; Bristol; On-site; GBP 50,000 - 70,000; Full time

Job summary

Une prestigieuse étude juridique basée à Bristol recherche un Senior Client Services Manager pour diriger une équipe dédiée à l'excellence du service client. Le candidat idéal sera un leader dynamique, capable de motiver son équipe tout en garantissant des interactions client fluides et satisfaisantes. Vous aurez un rôle clé dans la planification stratégique et l'amélioration continue des processus de service.

Benefits

25 jours de congés (augmentant à 30 jours)

Assurance médicale privée

Flexibilité de travail

Qualifications

• Forte capacité de leadership et de gestion d'équipe.
• Compétences en résolution de problèmes et en communication.
• Connaissance des processus juridiques et des procédures.

Responsibilities

• Gérer et développer une équipe de gestionnaires de service client.
• Surveiller la performance et garantir la qualité des services.
• Développer des stratégies pour améliorer la satisfaction client.

Skills

Leadership

Communication

Data Analysis

Problem-Solving

Client Relationship Management

Adaptability

Intelligence

Empathy

Tools

CRM Software

Job description

We are recruiting for a Senior Client Services Manager in Bristol. You will oversee and manage a team of Client Service Managers, ensuring seamless client interactions and maximising client satisfaction. This role involves strategic planning, team leadership, and oversight of service delivery, particularly in the areas of repossession proceedings and conveyancing.

Your Role

• Team Management: Lead, mentor, and develop a team of Client Service Managers, fostering a collaborative and high-performance work environment.
• Service Delivery Oversight: Ensure the team delivers high-quality service consistently, meeting or exceeding client expectations.
• Performance Monitoring: Track and analyse team performance metrics, implementing improvements as necessary.
• Strategic Planning: Develop and execute strategies to improve client service processes and overall client satisfaction.
• Reporting: Prepare and present regular reports on team performance and client feedback to senior management.
• Documentation: Ensure that performance packs and other client-related documents are prepared and distributed.
• Client Records: Maintain accurate and up-to-date client records in the CRM system.
• Collaboration: Work closely with operational and business development teams to ensure client needs are met and support client changes and updates.
• Risk Management: Monitor progress, manage risks, and make necessary adjustments to ensure timely completion of client changes.
• Trends and Themes: Identify and analyse overarching trends and themes from across the client base to inform strategic decisions and improve service delivery.
• Consistency and Best Practices: Ensure consistency in approach and knowledge sharing across the team, incorporating best practices to enhance services across all clients.
• Central Client Hub: Set up and maintain a central client hub where documents, contracts, and other essential materials are stored, enabling internal teams to self-serve and access necessary information efficiently.
• Training and Development: Conduct regular training sessions to enhance the skills and knowledge of the Client Service Managers.

Your Skills and Experience

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in client relationship management (CRM) software.
• Ability to analyse data and generate actionable insights.
• Problem-solving and conflict resolution skills.
• Knowledge of legal processes and procedures.
• Project management skills and experience.
• Ability to manage budgets and timelines.
• Empathetic: Understand and address client needs with compassion and professionalism.
• Adaptable: Thrive in a dynamic environment and adjust strategies as needed.
• Intelligent: Demonstrate strong analytical and decision-making abilities.
• Approachable: Maintain a friendly and supportive demeanour with both clients and team members.

Your Team

Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,400 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2022 we were named Law Firm of the Year at The British Legal Awards, recognising our incredible success story.

Our purpose is to protect, prepare and progress our clients for what comes next and it's essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.

Our Benefits

We value our employees highly and we want you to feel valued. You'll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We're happy to talk about how flexible working can work for you and this role.

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on [e-mail]

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