Client Service Manager

Come join us and make a difference in the world!

Discover more at www.necsws.com

We are looking for a motivated and experienced Client Services Manager to join our health team! with responsibility of NEC Software Solutions UK Ltd (NEC REGO) Referral management solution.

The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.

MAIN RESPONSIBILITIES  

• Client Relationship Management: Maintain professional relationships with clients to support company revenue and outreach. 

• Client Communication: Develop effective communication platforms for clients and staff, and handle client queries and issues. 

• Customer onboarding: Coordinating and planning ahead of customer go-live to orchestrate all actions required for successful deployment and user onboarding  

• Client Retention and Acquisition: Inspire repeat business from existing clients and work on bringing new clients on board. 

• Data and reporting: Provide regular performance reports to the Rego team and customers to monitor activity levels and instigate areas for continuous improvement  

• Training and Development: Conduct customer service workshops and presentations, and train supporting team members.  

• Problem Solving: Troubleshoot client problems and provide timely solutions. 

• Cross-Departmental Liaison: Work with different departments to address client queries and improve service delivery. 

ESSENTIAL COMPETENCIES & EXPERIENCE  

• A proven record of delivering services to a high standard and meeting associated SLAs;  

• Excellent people/stakeholder management skills 

• Previous experience within a healthcare/software/data driven environment 

• Experience in go-live and software deployment activities  

• Experience of working directly with customers;  

• Experience of producing detailed and accurate reports and documentation;  

• Strong communication skills;  

• Excellent IT skills including good knowledge of MS Office;  

• Attention to detail   

PERSON SPECIFICATION  

• Ability to stay calm under pressure;  

• Able to develop relationships with a wide variety of people;  

• Capable of communicating with technical and non-technical staff to translate customer requirements and issues;  

• Ability to manage and engage effectively with senior stakeholders / decision makers  

• Ability to manage multiple high-profile accounts simultaneously.  

• Ability to work with ambiguity and navigate/coordinate responses to complex issues where obvious solutions may not be available.  

• Willing to challenge and improve existing processes and practices;  

• Ability to contribute and participate in solution development;  

• Capability to multi-task and balance customer requirements and internal priorities;  

• Excellent oral and written communication skills;  

• Willing to travel to customer sites.  

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.