Client Support Manager

Client Support Manager
Location: Yeovil (office-based) Hours: 08:00-17:00 Full-time, permanent
Salary: 45,000- 50,000

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.

23 days holiday plus Bank holidays
Free Parking
Pension
Paid Lunch