Client Service Manager

Role Overview

• Manage and nurture relationships with existing clients, ensuring a consistently high level of service.
• Take full ownership of client enquiries and issues, seeing them through to resolution.
• Communicate professionally with UK-based clients via phone and email.
• Proactively identify potential issues and resolve them before they escalate.
• Build strong client relationships through active listening and thoughtful questioning.
• Liaise with internal teams to ensure smooth order processing and fulfilment.
• Maintain accurate records of client interactions and follow-up actions.
• Continuously identify opportunities to improve the client experience and internal processes.
• Act as a trusted point of contact for clients, providing timely updates and solutions.

Requirements

• Previous experience in Client Services, Customer Success, Account Management, or Customer Support.
• Excellent verbal and written English communication skills.
• Strong telephone manner with confidence speaking to UK-based clients.
• Outstanding problem-solving and troubleshooting abilities.
• Ability to manage multiple priorities and work independently.
• High attention to detail and strong organisational skills.
• Proactive mindset with a willingness to take ownership.
• Reliable internet connection and professional home office setup.

Desirable

• Experience supporting clients within a product, distribution, logistics, wholesale, or trade-related environment.
• Experience working remotely for international businesses.
• Familiarity with CRM systems and customer service platforms.