Client Service Manager

About the Role

We are seeking a proactive and customer-focused Client Service Manager to join a growing UK-based product and trade supply business. This is a fully remote opportunity for someone who takes ownership, thrives on solving problems, and is passionate about delivering an exceptional client experience.

This is not a traditional customer service role where queries are simply passed between departments. We are looking for someone who takes responsibility from start to finish, communicates confidently with clients, and works collaboratively with internal teams to ensure issues are resolved quickly and effectively.

Key Responsibilities

• Manage and nurture relationships with existing clients, ensuring a consistently high level of service.
• Take full ownership of client enquiries and issues, seeing them through to resolution.
• Communicate professionally with UK-based clients via phone and email.
• Proactively identify potential issues and resolve them before they escalate.
• Build strong client relationships through active listening and thoughtful questioning.
• Liaise with internal teams to ensure smooth order processing and fulfilment.
• Maintain accurate records of client interactions and follow-up actions.
• Continuously identify opportunities to improve the client experience and internal processes.
• Act as a trusted point of contact for clients, providing timely updates and solutions.

Requirements

Essential

• Previous experience in Client Services, Customer Success, Account Management, or Customer Support.
• Excellent verbal and written English communication skills.
• Strong telephone manner with confidence speaking to UK-based clients.
• Outstanding problem-solving and troubleshooting abilities.
• Ability to manage multiple priorities and work independently.
• High attention to detail and strong organisational skills.
• Proactive mindset with a willingness to take ownership.
• Reliable internet connection and professional home office setup.

Desirable

• Experience supporting clients within a product, distribution, logistics, wholesale, or trade-related environment.
• Experience working remotely for international businesses.
• Familiarity with CRM systems and customer service platforms.