Client CS Support Manager

Client CS Support ManagerLocation: Hybrid – 2 days per week in Morley, LeedsTravel: Required to client sitesDepartment: Client ServicesContract: Full‑timeAbout the RoleWe’re looking for a proactive and relationship‑driven Client CS Support Manager to join our team. In this role, you’ll build strong partnerships with our clients’ contact centres and senior Customer Service/Customer Experience leaders. You’ll support clients through onboarding, guide them post-go live, and help foster a culture of exceptional customer service for both clients and their end customers.You’ll play a key role in embedding Evri products and services into new and existing client contact centres, ensuring processes are followed and that teams are set up for success.If you’re passionate about customer service, enjoy problem‑solving, and thrive in a collaborative environment, we’d love to hear from you.What You’ll Be DoingClient Onboarding & TrainingDeliver onboarding for new clients, including training their Customer Service teams on correct processes and communication channels.Client Relationship ManagementAttend monthly business updates with new and established clients to understand challenges, drive continuous improvement, and support with issues such as CRM usage or process adherence.Build and maintain strong partnerships with clients, ensuring alignment on service levels and customer experience goals.Service Performance & Continuous ImprovementWork with the Senior Claims & Client Services Manager to reduce enquiry volumes by reviewing self‑serve behaviours and creating joint action plans with clients.Monitor contact volumes into Evri Customer Service and identify opportunities to optimise self‑serve solutions.Internal CollaborationPartner closely with the Client Development teams to ensure a joined‑up approach to client management.Share client feedback with Evri Contact Centres to drive improvements in our service and escalate issues where needed.Product & Service ImplementationSupport the rollout of new Evri products and services within client contact centres, ensuring they are fully understood and effectively utilised.Champion the use of new technologies such as app enhancements, chatbot improvements, and automation tools to improve client and customer journeys.What We’re Looking ForStrong relationship‑building and stakeholder management skillsExperience working with contact centres or Customer Service environmentsConfident communicator with the ability to lead training and client meetingsA proactive approach to identifying issues and delivering improvementsAbility to travel to client sites as requiredWhy Join Us?You’ll join a supportive, collaborative team that values innovation, customer focus, and continuous improvement. This is a fantastic opportunity to influence client experience, drive meaningful change, and help shape how our services are delivered across multiple client organisations….