Client Team Manager

We are seeking a dynamic and driven Client Team Manager for our client’s Expert Witness Department based in Leatherhead, Surrey.

About the role
As Client Team Manager your primary responsibility is to support and manage the team of Client Managers who work with a range of contacts including psychologists and psychiatrists and key business accounts such as solicitors, local authorities, prisons and Crown prosecution offices. The goal is to ensure that requests for a wide variety of assessments are delivered in line with the client’s expectations and that there is a consistent focus on a great customer experience.

As Client Team Manager you will report to the Operations Manager and your direct reports will be 4 Client Managers and an Enquiry Handler in the Expert Witness Dept.  Key responsiblities will include:

Identifying, building and maintaining rapport with key accounts to drive new business opportunities and responding quickly to leads
Ensuring all  enquiries and quotes (via telephone, online, email) are achieved within company time frames
Managing own and team’s caseload to make sure client’s requirements are delivered in line with expectations and meets company’s service levels ensuring client’s requirements are met and where possible exceeded
Assuming responsibility for the entirety of client journey from the initial enquiry through to post-event follow-up
Conducting teams 121 reviews, appraisals and communicates regularly with the team on company and department’s performance
Supporting the team with negotiating fees and deadlines with  experts and clients
Working to agreed processes to ensure accuracy, compliance and meeting legal requirements as required
Escalating concerns / risks to line manager to ensure Client relationships are well maintained
Achieving agreed sales targets and KPI’s to contribute to company objectives and strategic plan
Contributing to the company’s financial health by analysing results, monitoring variances and identifying trends
Managing budgets by implementing cost saving initiatives and reviewing expenses 
Improving results by evaluating and designing/redesigning processes/policies or procedures
Preparing reports by collecting, analysing and summarising results and being aware of trends within the sector
Keeping self and team updated and trained  on changes within sector through reading of professional publications, attending events and developing personal network
Willing to contribute to company’s strategic plan as required by working closely with other dept heads
About the rewards
In the role of Client Team Manager the hours of work are 9am to 5pm (no weekends or Bank Holidays) and there is on offer:

A salary of £30,000 per annum, depending on experience
Up to £5,000 performance related bonus on successful achievement of agreed objectives. Applies after the 3-month probation period has been passed.
23 days paid holiday, plus all bank holidays
Company pension
Occasional social events
As a progressive, responsible company they are committed to supporting employees’ work life balance.

About you
To be successful for the role of Client Team Manager, you must have / be:

Undergraduate degree, Psychology desirable but not essential
Good standard of IT knowledge i.e. Microsoft Packages
Confident team manager with great leadership qualities and an ambition to grow in the role as the company expands
Customer centric both clients and associates 
Strong interpersonal skills and able to build rapport with our various stakeholders
With support, able to research, develop and implement strategic review across the department
Experience of managing budgets including driving sales, forecasting and managing costs
Ability to multi task and juggle competing responsibilities
Effective planning, organisational and problem-solving skills
Attention to detail
Able to handle confidential information sensitively
Resilient and capable of juggling priorities and work under pressure, adhering to strict deadlines
Ability to anticipate problems and manage difficult situations promptly and professionally
How to Apply
Please note that eRecruitSmart is advertising on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to.   Please only apply if you consent to these terms.

You must reside in and have eligibility to work in the UK.   Please note, only suitable applicants will be contacted.  If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you