Client Service Manager
2 days ago
We are seeking an experienced and skilled professional to join our team as a Client Service Manager at 11 Recruitment. As a key member of our organization, you will be responsible for managing client relationships, overseeing service teams, and enhancing service delivery.
Key Responsibilities:- Client Relationship Management: Develop and implement customer service policies and procedures to enhance service standards and operational efficiency.
- Service Team Leadership: Lead and manage client service teams, including recruitment, training, mentoring, and conducting regular performance evaluations.
- Service Delivery Operations: Monitor service delivery operations, identify areas for improvement, and implement process enhancements.
- Collaboration and Communication: Collaborate with other departments to align services with client expectations and business goals.
- Client Complaint Resolution: Manage and resolve complex client complaints and issues promptly and professionally.
- Service Metrics and Reporting: Analyze customer service metrics, prepare detailed reports, and make recommendations for continuous improvements.
- Client Engagement: Build and maintain strong relationships with key clients, ensuring their ongoing satisfaction and engagement.
- Compliance and Regulatory: Ensure all client interactions and processes comply with industry standards, regulations, and best practices.
- Industry Knowledge: Stay updated on industry trends, regulatory changes, and competitive practices to provide expert advice and guidance to clients.
- Documentation and Verification: Request and gather Broker/Loan Notes from customers along with any supporting documents provided, performing initial documentation verification to ensure completeness and accuracy in accordance with organisational standards and regulatory guidelines.
- Product and Rate Verification: Verify products and rates meticulously on the formal approval letter, ensuring accuracy and alignment with client expectations and lender agreements, and thoroughly complete the formal approval checklist within the system for compliance and audit purposes.
- Client Follow-up and Issue Resolution: Follow up with clients and resolve problems issued by different contracts and services provided.
- Education: Minimum Diploma in business management or any related field.
- Experience: Must have minimum of 2 years' experience in a client service manager role.
- Skills: Strong leadership, communication, and problem-solving skills.
- Ability: Ability to work effectively under pressure and manage multiple tasks.
- Software Proficiency: Proficiency in using customer relationship management software.
The role offers a remuneration package ranging from $70,000 - $80,000, plus superannuation for a 38-hour work week.
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