Client Services Manager

Client Services Manager

Location: Hybrid working 1 day from home & 4 days at our Bromsgrove office each week.

Contract type: Fixed Term Contract Maternity Cover

Salary: £23,400 to £26,000 per annum

About us

At William Martin, part of the SRC division, we’re transforming health and safety compliance into a foundation for resilience and success. With deep industry expertise and innovative tools, we help businesses navigate regulatory challenges with confidence.

Join our team and be part of a future where compliance drives sustainable growth and success. At William Martin, we’re more than a safety partner—we’re your pathway to excellence.

About the role

Are you highly organised, detail-oriented and passionate about delivering exceptional client support?

Join our team as a Client Services Manager, where you’ll play a key role in providing vital support to clients and managing important aspects of their accounts working alongside various internal teams.

Reporting to the Team Manager, you will play a key role in providing expert guidance to customers on our bespoke web-based property risk management system, Meridian.

This role is ideal for someone who excels in a structured setting, enjoys balancing administrative responsibilities with client engagement and is motivated to contribute to high standards of health and safety compliance. If this sounds like the perfect fit for you, we’d be delighted to welcome you to our team!

What you’ll be getting up to

As part of the role, you will be responsible for managing calls and enquiries directed to the central telephone line, ensuring all interactions are handled professionally and efficiently. You will attend necessary training sessions to enhance your skills and knowledge, as well as participate in team, company and occasional client meetings, which may require travel to other locations. Additionally, you will respond to emails within 24 hours, maintaining a high standard of accuracy and professionalism in all communications.

Actively seek opportunities to grow client accounts by offering additional services, aiming to enhance account value year on year.
Conduct commercial reviews of completed reports to identify potential opportunities for client development.
Manage the onboarding process for new customers to ensure smooth mobilisation.
Follow up on client purchase orders to ensure timely processing.
Prepare and provide accurate client quotations using a standard fee matrix.
Annually update service fees in alignment with agreements made with Account Directors.
Ensure all new work is promptly and accurately entered into the system, verifying repeat work for client visits to maintain consistency.
Keep Account Directors and Technical Account Managers fully informed of relevant client specific issues, providing summary updates on account status for client meetings.
Monitor completed work to confirm invoices are issued and assist in resolving any invoice related queries.
Administer variations to client portfolios in coordination with the Helpdesk, including managing sold or new sites.
Maintain up to date client folders, ensuring client protocols and related documentation are accurate and accessible.
Regularly update and submit client reports, attending SLA meetings as needed to ensure alignment with client requirements.
Upload client reports to Meridian or other systems as specified by the client, ensuring accuracy and timeliness.
What we're looking for

We are seeking a detail-oriented individual with exceptional accuracy and a keen eye for self-checking their work. You should be commercially astute, able to identify opportunities and bring a proactive approach to problem-solving. Self-motivation and strong organisational skills are essential, along with the ability to prioritise your workload effectively and meet deadlines. We value enthusiastic team players with a positive, ‘can do’ attitude who are committed to going the extra mile to deliver results. You should also possess excellent communication skills, handling client enquiries professionally and presenting a polished image of the organisation, resolving queries where possible or escalating them when necessary.

Must-haves:

Exceptional telephone and written communication skills.
Proven customer service experience.
Strong IT skills, including proficiency in Excel and other Office products.
Accurate data input experience.
Eagerness to learn and adapt to new IT systems.
Nice-to-haves:

Prior experience in a client services role or a similar position.
A-Level education or equivalent qualifications.
Why Join William Martin?

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

Some of our benefits

We believe in supporting our team both professionally and personally.

Here’s a snapshot of what we offer:

Annual leave: 25 days of annual leave, plus bank holidays.
Wellbeing: Simply Health plan, gym discounts, and an Employee Assistance Programme.
Flexibility: Charity days and religious holiday swaps.
Learning: Online learning resources and professional development support.
Extras: Cycle-to-work scheme and retail discounts.

INDHS