Job Title: Client Service Manager
Location: Birmingham and surrounding Areas
Salary: Competitive
Job Type: Full Time, Permanent
Bruton Knowles LLP is an independently owned Chartered Surveying practice who provide a comprehensive range of surveying and property services. Our geographic reach covers the whole of England and Wales with clients in utilities and infrastructure, valuation, commercial, planning and development, and rural.
We’re not a giant corporation with faceless, nameless individuals, neither are we a small firm offering little scope for advancement. Our company is of a size to offer stability along with agility and dynamism, career progression, openness, self-empowerment and versatility. You’ll be valued as an individual, supported and mentored by the best in the field whatever your experience level.
The Position:
This is a full-time role that can be based in England or Wales within commutable distance of one of our offices, ideally Birmingham but this is not essential. The role will include home working although some of the team are based in Birmingham so there will be occasional travel.
As the Client Service Manager you will manage a team of Technicians and Administrators as well as influencing a number of Chartered Valuation Surveyors to deliver an efficient national valuation service. You will ensure high quality output and that all tasks are delivered on time and within budget.
Responsibilities Include:
Oversee the effective delivery of the valuation service in accordance with company requirements, processes and procedures, policies, regulatory and professional standards. Monitor the team to ensure suitably qualified and experienced employees are directed to relevant tasks in a timely manner and ensure that all contributors have the skills to perform relevant tasks. Monitor delivery and quality ensuring all performance indicators are consistently achieved. Other responsibilities:
- Manage the performance of the national valuation team.
- Manage multiple technical processes and projects.
- Successful delivery of the valuation service to time, budget and scope.
- Ensure that tasks are adequately planned and well structured, resolving issues and initiating corrective action where necessary.
- Identify resources and assign responsibilities.
- Provide analysis and forecasting to help support overall delivery of change.
- Prepare and maintain process improvement plans.
- Manage service risks, including the development of contingency plans.
- Ensure that valuation reports and documents are prepared and delivered on time and to high quality.
- Provide service updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
- Conduct a process evaluation review to assess how well the service is delivered.
- Manage the communication with all stakeholders.
- Measure service performance to identify and address areas for improvement.
Key Requirements:
- Degree in management/leadership, or a related field.
- An industry qualification such as PRINCE2, ‘Agile’ project management or those offered by the Association of Project Management (APM), is desirable.
The Candidate:
The ideal candidate will have service/process expertise with experience of being in a client facing role with the ability to engage with and manage the expectations of internal and external stakeholders.
- Proven experience of managing large teams, ideally over 5 years.
- Leadership skills and the ability to develop the team.
- Able to target set, deploy and increase productivity.
- Able to drive performance through KPIs.
- Monitor client service levels.
- Proven ability to identity problems and put remedies in place expediently.
- Strong familiarity with management software tools, methodologies, and best practices.
- Working knowledge of business and system process mapping.
- Experience seeing projects through the full life cycle.
- Assertiveness and influencing skills.
- Proven ability to complete projects according to outlined scope, budget, and timeline.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Employee Benefits, Client Support Manager, Customer Services Manager, Support Team Leader, Client Services Team Leader, Client Support Administrator, Client Services Support, Client Relationship Assistant may also be considered for this role.
