Client Services and Key Account Manager

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Job description

Client Services & Key Account Manager

Up to £35,000 (depending on experience)

Location: Malvern WR14

Additional competitive benefits including 25 days Holiday + Bank Hols and free parking

If you are an experienced Key Account Manager or Client Services Professional our client is looking for additional people to join their growing Service Delivery team, where you'll play a pivotal role in managing and supporting key customers.

This is a fantastic opportunity to join a dynamic and fast-paced environment, where your ability to maintain long-lasting partnerships and drive service excellence will be highly valued.

Some duties and responsibilities will include:

• Act as the primary point of contact for a portfolio of key clients, ensuring their needs are consistently met.
• Build and nurture strong relationships, driving customer satisfaction and loyalty.
• Manage the timely and successful delivery of services and solutions, aligned with customer goals.
• Monitor and ensure adherence to service level agreements (SLAs)-stepping in to support the frontline team when needed.
• Develop and implement proactive customer engagement strategies, including regular reviews and health checks.
• Collaborate with the Project Manager to onboard new clients and services smoothly.
• Maintain and update customer documentation, processes, and reports to ensure service quality and compliance.
• Identify trends, pain points, and opportunities for continuous improvement in service delivery.
• Support the Head of Service Delivery with key strategic accounts and escalated issues.

Skills and experience required for this role:

• Experience in a client-facing or key account management
• A proven ability to manage multiple client relationships, balancing short-term support and long-term strategy.
• Strong organisational and communication skills, with a sharp attention to detail.
• The ability to manage service issues proactively, ensuring swift and effective resolution.
• A customer-first mindset and a passion for delivering exceptional service.
• Familiarity with SLAs, service management tools, and process improvement.
• A proactive approach to identifying and resolving customer pain points.

You will be part of a supportive and collaborative team, have an opportunity to work with a diverse range of clients and industries and make a genuine impact through continuous service improvement initiatives