Client Experience Team Manager

The Role

In this key role, you will manage a team handling both transactional and query-based client interactions and complex case management throughout the client order-to-cash journey. Your primary responsibilities include daily operational management (people, processes, and systems), KPI monitoring, client experience and Net Promoter Score, retention initiatives, revenue growth support, and complex dispute resolution and complaint handling. The focus is on continuously enhancing the client experience across the end-to-end journey. You will lead a team dedicated to delivering excellent client service, ensuring SLAs and KPIs are met while managing client escalations in line with internal procedures. Collaboration with peers and business areas is essential and you may occasionally provide operational cover or personally handle complex client issues. As a leader, you will drive service excellence across all channels, foster a culture of continuous improvement, and manage individual and team performance. You will ensure your team has the tools and support needed to succeed, providing coaching, feedback, and monthly one-to-ones aligned with role expectations and annual objectives.

Applicants based near our Swords and Brackmills offices will be expected to be in the office at least 3-days per week.

Accountabilities

• To consistently achieve department KPI targets.
• To oversee operational management of a Client Care team.
• To be an active member of the Client Care management team.
• To identify and implement improvements and controls.
• To actively monitor risks and to foresee/identify potential problems and proactively identify solutions to address them in advance.

Key Performance Indicators

• Client Service Level Agreements.
• Team Performance.
• Employee Engagement.
• Client Retention.
• Client Survey inc. NP

Key Responsibilities

• Work as a highly proactive and collaborative member of the Client Care Management team, taking personal responsibility for the delivery of excellent Client Service, achievement of KPIs, objectives and the ongoing enhancement of the function. Updated March 2025.
• Foster a highly positive and engaging team culture, acting as a role model and advocate for the Client Care function and OASIS Groups values.
• Oversee the day-to-day operations of the Client Care function, ensuring efficiency, adherence to processes, and continuous improvement.
• Motivate, coach, and develop the team to deliver high performance, ensuring effective goal setting, evaluations, and continuous development, while meeting SLAs, KPIs, and quality standards with a strong focus on Diversity, Inclusion and Belonging (DIBS).
• Identify and implement opportunities to support revenue growth and introduce new products and services to clients.
• Oversee client interactions, assisting with complex cases, escalations and complaint handling to ensure high-quality service and risk mitigation.
• Assist the Client Experience Director with demand and capacity planning, workload tracking, trend analysis, forecasting and scheduling.
• Align with other departments and the Client Care Management team to drive strategic objectives and continuous improvement.
• Using Net Promoter Score feedback (NPS) and other insights: identify opportunities for enhanced processes, client satisfaction and team engagement, while ensuring timely action and communication.
• Lead new starter onboarding, upskilling and ongoing training initiatives.
• Act as the primary information source for policies and procedures, ensuring adherence and consistency across the team.

Candidate Requirements

• Ability to inspire, engage and influence team members and cross functional partners and drive results, continuous improvements, and growth culture.
• Ability to effectively communicate, both verbally and in writing, with different audiences.
• Experience in delivering performance improvement coaching and small group training sessions.
• Experience in transactional service management systems and modern ERP/CRM platforms e.g. Salesforce.
• Proven ability to lead and manage key initiatives to successful outcomes in a fast-paced, cross-functional environment, driving meaningful impact.
• Client obsessed and experience of providing excellent client service in a modern client facing environment.
• Ability to use the numbers, to gain understanding and insight to drive good decision making.
• Intellectually curious and adaptable to different environments and team settings.
• Self-reflective life-long learner with a growth mindset.
• Some travel may be required.

The Company is required by law (Immigration Act 2016) to have proof of the right to work in the UK, prior to commencement of employment.

The Company is required to conduct a background screening check as set out by the British Standards Institution BS7858 prior to commencement of employment. OASIS is an equal opportunities employer. The Company confirms that our legitimate interests comply with GDPR and data protection.

Agencies: When we require external assistance with our vacancies, we will reach out to our PSL supply chain. Please be aware that we operate a very strict PSL policy with close relationships with our suppliers and cannot respond to agencies outside of the PSL. Please do not contact individual hiring managers.