Client Solutions Manager

Due to our significant growth, we are currently recruiting for a UK-based Client Solutions Manager to join our award-winning team.

We’re looking for a Client Solutions Manager who can demonstrate a passion for working collaboratively with our clients, the leadership team, and our colleagues to deliver solution-focused projects to time, cost and quality, with the commitment to delivering on our end goal of a world-class customer experience.

You will have knowledge of the retail sector, our competition and positioning within the market when a keen interest in following the latest industry developments.

It’s an exciting time to join Ascensos. We’re proud to have been awarded a series of industry awards, including ‘Outsourced Contact Centre of the year 2021’ at the European Contact Centre & Customer Service Awards (ECCCSA).

We’re committed to delivering a world-class experience for our clients and their customers. Our ability to adapt our ongoing digital transformation and our approach of putting people first is driven by our growth mindset and culture of continuous improvement. 

And we’ve got big plans for the future. So, if you share our drive and ambition, get ready to achieve more from your career.

As Client Solutions Manager, you will play a fundamental role in managing the partnership with our clients, from onboarding, through transition, transformation and continuous improvement.

Reporting to the Head of Client Solutions, this role involves working with all areas of the business and coordinating the input of team members and clients to deliver the strategic aims of Ascensos and our clients.

Your role can include, but isn’t limited to:

• Identifying opportunities in efficiency and growth, working with internal and external specialists to develop accounts by presenting innovative solutions and plans to deliver on them.
• Bringing new Ideas and solution design that will elevate the client and business proposition.
• Creating and delivering continuous improvement plans aligned with our client and business objectives.
• Full ownership of and responsibility for the successful management of each project, from scoping through to delivery, including; identifying and monitoring project risks and opportunities.  
• Managing our client's expectations and project deliverables to ensure successful delivery of each project, effectively communicating with internal and external stakeholders at all times.
• Building strong relationships and working collaboratively with Operations Managers and key stakeholders across all areas of Ascensos and our clients' businesses.
• Creating and presenting reporting packs in conjunction with Operations managers and other specialists for client review meetings.
• Establishing and maintaining project governance reviews, including the compliant development and delivery of all project documentation aligned to our contractual obligations.

You will be well-versed in building strong stakeholder relationships, with the ability to understand their requirements and aspirations, and translate them into efficiency gains and development opportunities through leveraging our best-in-class technology and commitment to best practice.

To be successful in this role, you must be able to demonstrate:

• Top class communication skills with the ability to influence, negotiate and explain technical / non-technical solutions clearly and concisely to clients and colleagues.
• Superior presentation and communication skills, both written and verbal.
• Relevant experience, preferably within a contact centre / BPO environment, with a strong understanding of the customer experience and related technologies that support customer service engagement: e.g. Zendesk, Salesforce, Other CRM style systems.
• Proven experience in a project management capacity with an excellent track record of client account management.
• An understanding of formal project management methodology and business process development.
• Experience of delivering projects in a fast-paced environment with the ability to manage and prioritise your own time.
• Strong proficiency in Microsoft Applications.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!

• Full training & support.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• Health insurance.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Nationwide retail discounts.
• Discounted gym membership.
• Your birthday off work and a duvet day to relax! (+29 days).
• ‘Refer a Friend’ scheme.
• Annual ‘Archie Star Awards’ Party.
• ‘Employee of the Month’ Awards.
• Regular fun team building sessions.
• A diverse & inclusive working environment.