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Client CS Support Manager
Location: Hybrid – 2 days per week in Morley, LeedsTravel: Required to client sitesDepartment: Client ServicesContract: Full-time
About the Role
We’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 Doing
Client Onboarding & Training
Deliver onboarding for new clients, including training their Customer Service teams on correct processes and communication channels.
Client Relationship Management
Attend 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 Improvement
Work 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 Collaboration
Partner closely with the Client Development teams to ensure a joined-up approach to client management.
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hackajob is partnering with Evri to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.