Client Services Manager in Manchester - Hays Specialist Recruitment Limited

Your new company
We are seeking a proactive and commercially minded Client Services Manager to lead our client servicing function, optimise internal processes, and support business growth through effective account management and upselling. This role is ideal for someone who thrives in a dynamic, fast-paced environment, combines strong operational oversight with excellent people skills, and can ensure our clients receive first-class service at all times.

This role is based in Manchester city centre and is fully office-based.

Your new role
Key Responsibilities

Client Account Management

• Serve as the primary point of contact for a portfolio of clients, ensuring a seamless end-to-end service experience.
• Build strong, long-term client relationships through regular communication, reviews, and proactive issue resolution.
• Understand client needs and financial goals to deliver tailored recommendations in partnership with advisors.

Upselling & Revenue Growth

• Identify opportunities to introduce clients to additional services.
• Collaborate with advisors to support conversion of warm opportunities into increased revenue.
• Use client insights to shape value-add proposals that enhance retention and lifetime value.

Team Leadership & Management

• Lead, motivate, and develop the client services team, ensuring consistent delivery standards.
• Allocate workload, monitor performance, and support professional development.
• Champion a high-performance, client-focused culture.

Process Improvement

• Review and refine internal processes to improve efficiency, reduce operational risk, and enhance client experience.
• Collaborate with management to implement new systems, automation workflows, and service enhancements.
• Track KPIs, identify bottlenecks, and drive continuous improvement initiatives.

Operational Excellence

• Ensure all client documentation, onboarding steps, compliance requirements, and communication are completed accurately and on time.
• Work closely with advisors, and administrators to maintain strong workflow coordination.
• Monitor SLAs and ensure any service issues are resolved promptly.

What you'll need to succeed

• Proven experience in client services, account management, or customer success.
• Experience of upselling, sales and increasing revenue from commercial opportunities.
• Strong interpersonal and relationship building skills.
• Experience leading or mentoring team.
• Excellent organisational skills with the ability to manage multiple priorities.
• Problem-solving mindset and commitment to continuous improvement.
• Strong commercial acumen with the confidence to upsell appropriate services.
• Experience in regulated environments.
• Knowledge of Regulated processes.
• Experience implementing CRM or workflow improvements.

What you'll get in return

• £45,000 annual salary OTE £70,000
• Excellent performance-based bonus structure
• Opportunity to shape and grow the client services function
• Collaborative, supportive working environment
• Career development and leadership opportunities
• Manchester city centre office based 5 days a week

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk