Client Services Team Manager

Heard of us?

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions.  We support our customers with a range of products and services to meet their needs.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

The role of Client Services Team Manager is really important to us. The Radius Telecoms team are seeking skilled and customer-focused individuals to join our team. As a Client Service Team Manager, you will be responsible for leading a team of customer service colleagues, ensuring that they provide a best in class service across a diverse Telecoms and IT Services portfolio.

Working collaboratively with your peer group, you will monitor and report upon a customer centric model of Key Performance Indicator’s focussed on delivering customer quality and providing first time resolution. The Client Service Team Manager will be accountable for ensuring that the workload is managed appropriately across the customer base. The Client Service Team Manager will regularly interact with customers via calls, e-mails and in meetings both virtually and face to face.

We would love to welcome you to our Crewe EuroCard office, working hours are Monday-Friday 8:30am – 5:00pm.

Your responsibilities day to day will be...

• Supervising, guiding and motivating your team to help colleagues work together and ensure they’re delivering great customer service

• Organise and delegate workload as well as monitoring output to ensure quality of work

• Providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints as a point of escalation

• Managing daily/monthly/quarterly reporting for customers

• Enhance team and individual performance by setting clear accountable performance measures

• Create a culture which achieves the business goals and objectives with regards to delivering outstanding customer service

• Promote and enhance ‘First Call Resolution’ across the Client Services team placing the customer at the heart of everything we do

• Conduct regular 1:1 meetings with the Client Services Team. Identifying and providing feedback through effective use of personal development plans and provision of coaching & development opportunities.

• Work effectively and build collaborative relationships with all stakeholders in Sales, Operations, Commercial and Finance.

What do we expect of you?

• Extensive experience of managing customer accounts and dealing with query resolution, preferably within a Telecoms industry.

•  Extensive experience of managing customer focussed teams, preferably within a Telecoms industry

• Established track record of exceeding targets, KPI’s and SLA’s, in a quality led service environment

• Demonstrate ability to motivate and communicate with others at all levels, exemplifying excellent communication, motivational and accountability skills.

• Proficient in reporting and analysing customer data as well as the use of Microsoft office packages and using Customer relationship management (CRM) systems, preferably Salesforce

• The ability to multi-task and work comfortably under pressure in a fast paced, changing environment

• Identify issues and work to resolve them in partnership with all other areas of the business

Travel: 

As part of this role you will be required to travel to our Shrewsbury office on a fortnightly basis and visit our Chiswick office once every two months. There will also be occasional visits to our Belfast offices.

Benefits:

Your impact on Radius will be rewarded with the opportunity to develop and progress your career in many directions.

You’ll also have access to our competitive reward and benefits package, which includes:

• Pension
• Life assurance
• Employee fuel card scheme
• Electric Vehicle scheme
• Employee assistance programme
• Wellness and healthcare assistance via ‘Help@Hand’ by Unum
• ‘Cycle to work’ scheme
• Free breakfast daily in the office

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Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via .

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note to recruitment agencies:

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.