Client/Commercial Support Manager

A fantastic opportunity has arisen for an experienced Customer Support Manager / Customer Service Manager to join a well-respected Manchester City Centre based law firm within their debt rehabilitation side of the business.  The successful candidate will be working alongside the Client Partnership Director providing exceptional customer service to the top clients. The successful candidate will be working within a busy role and must have some experience from either within law or financial services.
 
The role will include providing support and assistance to the Client Partnership team with key client relationship management. This covers overseeing regular reporting, MI production and liaising with clients directly as appropriate. Representing Ascent professionally, positively to manage client expectations. Working closely with internal conduct risk and key operational stakeholders to ensure performance requirements and delivery exceed expectations regardless of business interaction level or touch point within the business operation. The firm offer an excellent benefits package and the ability to progress within the firm. 
 
Duties:

• To provide support as required to the Client Partnership internal team. Act as a point of contact for the businesses allocated client supplier management teams, also acting as a reference point for key operational contacts.
• Participation as required in key client relationship meetings to support the Client Partnership team.
• Liaising as appropriate with members of the Conduct Risk team to ensure we exceed client expectations around regulatory requirements and customer treatment strategies.
• Support the Client Partnership team and Operational teams to ensure that service delivery and results obtained are performance leading.
• Contribute to challenge the business to constantly evolve and improve what we do for our clients.
• To support key tender processes liaising closely with the Ascent Management team or other departments
• Maintain and contribute to internal and external reporting on a monthly basis to the Ascent Board around client performance KPI’s and SLA adherence.
• Assist in improving client relationships by ensuring client requests and reporting is delivered in a timely manner meeting deadlines and client requirements.
• Oversee production and delivery (using automated solutions where possible) of relevant client MI and invoice processes. Ensure invoice content is packaged correctly and accurate.
• Assist with an active responsibility for nominated overdue client invoices to progress to a satisfactory conclusion.
• To carry out other tasks related to the job/or as requested by the Client Partnership Director.