Solutions Manager: Client Experience & Ops Lead

The Portfolio Group Inc.; Hinckley and Bosworth; On-site; GBP 40,000 - 65,000; Full time

Job summary

The Portfolio Group Inc. is seeking an experienced Solutions Manager to lead a busy client-facing team in the United Kingdom. You will manage day-to-day performance, ensure quick and effective handling of client issues, and maintain high service standards.

You will work with internal stakeholders to identify root causes of complaints and drive improvements to processes and the overall client experience. This hands-on role includes mentoring, recruitment support, and ongoing reporting.

Qualifications

• Previous management experience within a customer service, complaints, resolutions or similar environment.
• A strong track record of managing teams and delivering against KPIs and SLAs.
• Confident dealing with difficult or sensitive client conversations.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Excellent organisation and attention to detail.

Responsibilities

• Managing, mentoring and supporting the Solutions team.
• Overseeing client complaints and ensuring these are resolved within agreed SLAs.
• Monitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where required.
• Carrying out regular reporting and root cause analysis to identify recurring issues.
• Working with stakeholders across the business to improve client service and reduce complaints.
• Introducing new processes and initiatives to improve the way the team operates.
• Supporting with recruitment, onboarding and training of new team members.

Skills

People management

KPI & SLA delivery

Root cause analysis

Stakeholder collaboration

Recruitment & onboarding

Job description

The Portfolio Group Inc. is seeking an experienced Solutions Manager to lead a busy client-facing team in the United Kingdom. You will manage day-to-day performance, ensure quick and effective handling of client issues, and maintain high service standards.

You will work with internal stakeholders to identify root causes of complaints and drive improvements to processes and the overall client experience. This hands-on role includes mentoring, recruitment support, and ongoing reporting.