Job Description
Main Purpose
The Client Care Manager is responsible for leading and managing the customer care team to deliver exceptional service standards, drive performance, and continuously improve the overall customer experience.
Key Responsibilities
- Lead, manage, and motivate the customer care team to achieve performance targets
- Monitor service levels and ensure delivery against SLAs and KPIs
- Handle escalated customer queries and ensure timely resolution
- Analyse customer trends and provide reporting on team performance and service metrics
- Collaborate with internal departments to enhance customer experience and processes
- Implement and improve customer service workflows and best practices
- Conduct performance reviews, coaching, and ongoing team development
- Ensure compliance with company policies, procedures, and operational standards