Client Services Manager

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Job Description:

What you’ll be doing:

• Play a key role in the management and delivery of all client services, ensuring effective execution in line with contractual obligations while collaborating with Operational, Finance, and Change and Development teams to meet client expectations and identify opportunities for account growth.
• Manage the preparation and development of regular client meetings, reports and meeting packs, working with internal stakeholders to book meetings and ensure papers are complete, formatted and issued in a timely fashion.
• Manage instructions of services into the delivery team, including any decisions or actions from client meetings and follow through to completion.
• Maintain client account plans, actively working with the KAD/SCP, ensuring plans are actively maintained to identify further opportunities.
• Consider and review the effectiveness and efficiency of existing systems, processes and controls, document and make suggestions to continually enhance service delivery.
• Actively support operations by understanding, planning and communicating, operational changes and gaining buy-in/permission where required. 
• Support the management of the client escalation process, ensuring all relevant stakeholders are kept aware of issues.
• Organisation and management of Change Control Notes or Letters of Variation for tasks outside of contract.
• Manage and raise invoices as per the contract and additional services.
• Support colleagues on rebids and extensions, including Contract Review Committee meetings

What we’re looking for:

• Experience in a CSM role ideally in financial services or pensions
• Client-first mindset, proactively identifying opportunities to improve satisfaction and retention.
• Solid organisational, task or project management skills, with the ability to manage multiple workstreams to deadlines.
• Ability to build and influence internal stakeholder relationships
• Strong verbal and written communication skills, able to tailor messages for different audiences and lead the preparation of materials for meetings and presentations or client discussions.
• Understanding of commercial pricing models and management of business risk

About Capita Pensions Solutions:

Capita Pension Solutions is one of the UK’s leading pension firms. We provide an unrivalled breath of services to over 600 schemes covering over 6 million members. Our team use their experience, insight, expertise, and latest technology to deliver personalised end to end solutions to meet all of their clients’ pension needs. Our services include pensions administration, data & remediation solutions, software, actuarial, investment, scheme management, and member communications.

What can we offer you?

In this role, you would have the opportunity to add real value from the outset and support the success of the team. We also believe in offering flexible working solutions that suit your needs, whether that’s from home, from your nearest Capita office.

• Company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more!

What we hope you’ll do next:

Choose “Apply now” to fill out our short application, so that we can learn more about you.

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.  Also Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work . 

#LI remote

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