Hays
Client Services Manager
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Client Contact Executive
The Client Contact Team (CCT) is a vital part of the wider Client Insights function, playing a key role in capturing high-quality client insights and enhancing the overall client experience.
As a Client Contact Executive, you will be responsible for delivering first-line client engagement across multiple communication channels, championing new products, and supporting the delivery of key business campaigns. You will work closely with clients, prospects, and internal stakeholders to ensure exceptional service standards while capturing valuable client feedback and insights.
Key Responsibilities
- Respond to and resolve inbound client, prospect, and general enquiries across EMEA and parts of APAC.
- Conduct outbound welcome and ownership calls to clients across EMEA and selected APAC markets.
- Route client enquiries to specialist technical teams where further support or resolution is required.
- Gather and record Brand, Product, and Client Experience feedback across all service offerings.
- Capture and maintain accurate client data and insights within the CRM system, ensuring full compliance with GDPR and internal processes.
- Support the business in obtaining direct client access and maintaining high-quality CRM data.
- Maintain accurate reporting and process documentation, including preparing weekly and monthly performance reports.
- Act as a centre of excellence for global Client Contact Teams, sharing knowledge, best practice, and supporting key stakeholders.
- Assist in the successful delivery of business campaigns and client engagement initiatives.
- Build and maintain trusted client relationships, delivering a benchmark level of service and understanding.
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Skills & Experience
Essential
- Educated to A-Level standard or equivalent.
- Fluent English language skills, both written and verbal.
- Previous experience within a luxury, automotive, or premium customer service/call centre environment.
- Strong customer-centric mindset with an understanding of modern luxury customer expectations.
- Excellent interpersonal and relationship-building skills.
- Experience handling and managing customer data with a high degree of accuracy.
- Strong attention to detail and commitment to maintaining data quality.
- Experience using CRM systems and producing reports.
- Ability to work collaboratively as part of a team while remaining self-motivated and results-focused.
- Resilient, tenacious, and able to perform effectively in a fast-paced environment.
- Strong communication and presentation skills, with confidence engaging internal and external audiences.
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Desirable
- Additional language skills.
- Experience working with high-net-worth or ultra-high-net-worth individuals (UHNWIs).
- Experience working within international environments and across different cultures.
What We're Looking For
We're seeking an enthusiastic, personable, and proactive individual who thrives on building meaningful client relationships. You'll be internationally minded, passionate about delivering exceptional customer experiences, and confident interacting with clients and stakeholders across global markets. If you're motivated by providing outstanding service and making a tangible impact on the client journey, we'd love to hear from you.
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