Client Support Manager

Airport Placements; Yeovil; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading client services firm in Yeovil is seeking a Client Support Manager to lead their team and improve overall customer service performance. This office-based role requires experience in customer service and team management, strong organizational and communication skills, and a customer-focused mindset. Candidates should be capable of developing a high-performing team and managing customer interactions professionally. The position operates from 08:00 to 17:00, fostering a proactive and strategic service environment.

Qualifications

• Experience in customer service or client support, ideally in a B2B environment.
• Proven experience managing or leading a small team.
• Strong communication, relationship-building and negotiation skills.

Responsibilities

• Lead, coach and develop the 6-person Client Support Team.
• Coordinate customer and new business appointments.
• Handle customer queries and complaints professionally.

Skills

Customer service experience

Team management

Strong communication skills

Organizational skills

Attention to detail

Microsoft 365 proficiency

Tools

CRM systems

Job description

Overview

Team: Managing a team of 6

About our client

Our client is a leading specialist in their industry

The role

The Client Support Manager will lead the day-to-day customer service operation, manage a team of six and support overall customer service performance. Reporting to the CRO, you will ensure customers receive fast, accurate and consistently high-quality service across all channels. This is an office-based role in Yeovil, working 08:00-17:00.

High-level customer service focus

• Set and maintain clear service standards for response times, accuracy and professionalism.
• Build and embed a strong "customer first" culture within the team.
• Coach team members in best-practice customer handling, including active listening, empathy, problem-solving and de-escalation.
• Ensure consistent, high-quality interactions through the use of agreed processes, templates and guidelines.
• Act as the escalation point for complex or complaint cases, resolving issues quickly while protecting customer relationships.
• Track error rates, credits/claims and recurring issues, and drive root-cause fixes as part of continuous improvement.
• Use customer feedback and data to improve processes and enhance overall service.

Key responsibilities

• Lead, coach and develop the 6-person Client Support Team, including regular 1:1s and performance reviews.
• Coordinate customer and new business appointments with internal Client and Growth teams.
• Follow up on quotations and prospects to maximise conversion and support sales targets.
• Handle customer queries and complaints via phone, email and online in a professional, customer-centric manner.
• Process sales orders, raise purchase orders, set up product codes and obtain supplier quotes.
• Maintain accurate CRM/ERP records and order tracking, ensuring data is up to date and reliable.
• Identify cross-selling opportunities and support the wider sales team as needed.

What we're looking for

• Experience in customer service or client support, ideally in a B2B environment.
• Proven experience managing or leading a small team.
• Strong communication, relationship-building and negotiation skills.
• Highly organised, able to multitask and prioritise in a busy environment.
• Good attention to detail and accuracy.
• Confident using Microsoft 365 and CRM/ERP systems (training can be provided).
• A customer-first mindset, proactive, resilient and commercially aware.

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