Client Services Manager

About the Role:

At Workforce Advancement and Management Centre Lisburn Trust, we support organisations, employers, and community partners through practical workforce programmes and professional client services.

We are looking for a Client Services Manager who can take ownership of our client relationships and ensure that every organisation we work with receives reliable, responsive, and professional support.

You will manage a portfolio of clients, oversee service delivery, coordinate with internal teams, and identify opportunities to strengthen long term partnerships. You will act as the main connection between our clients and our programme, operations, and administrative teams.

Why Work With Us?

The Environment:

Our workplace is located near Enterprise Crescent and Ballinderry Road in Lisburn. We provide a professional and collaborative environment where employees are trusted to manage their responsibilities and contribute ideas.

Meaningful Work:

Our services help employers, programme participants, and community organisations improve workforce outcomes. Your work will have a direct impact on the quality and consistency of the support we provide.

Professional Influence:

You will have the opportunity to improve client service processes, contribute to operational planning, and help shape how the organisation manages its key partnerships.

Career Development:

We support relevant training, professional development, and opportunities to expand your experience across client management, programme delivery, and organisational operations.

Key Responsibilities:

Client Relationship Management:

Manage relationships with assigned clients and partner organisations. Build trust through regular communication, reliable service, and a clear understanding of each client’s needs.

Service Delivery:

Coordinate with internal teams to ensure that programmes, projects, and agreed services are delivered accurately and within the required timeframes.

Client Onboarding:

Oversee the onboarding of new clients, including initial meetings, service introductions, documentation, expectations, and internal handover processes.

Team Coordination:

Support and guide client services coordinators and administrative employees. Allocate responsibilities, monitor workloads, and provide constructive feedback.

Issue Resolution:

Respond to client concerns professionally and work with the appropriate teams to resolve service issues before they affect the wider relationship.

Performance Monitoring:

Track service levels, client satisfaction, response times, and other relevant performance indicators. Prepare regular reports for senior management.

Process Improvement:

Review client service procedures and recommend practical improvements that increase efficiency, consistency, and overall client satisfaction.

Stakeholder Management:

Work closely with programme managers, operations employees, community partners, and senior management to ensure that client expectations are realistic and clearly communicated.

What We Are Looking For:

Experience:

At least 4 years of experience in client services, account management, customer operations, programme coordination, or a similar professional environment.

Management Experience:

Previous experience supervising employees, coordinating workloads, or leading a small client services team is preferred.

Communication Skills:

Strong written and verbal communication skills. You should be comfortable handling client meetings, difficult conversations, service updates, and professional presentations.

Organisation:

The ability to manage multiple client accounts, deadlines, meetings, and service requirements without losing attention to detail.

Problem Solving:

A practical and calm approach to resolving client concerns, operational delays, and changing service requirements.

Technology:

Confidence using customer relationship management systems, Microsoft Office, reporting tools, email platforms, and shared project management systems.

Mindset:

You are professional, dependable, and client focused. You understand how to balance client expectations with operational capacity and organisational priorities.

Pay: £2,409.00-£3,750.00 per month

Work Location: In person