Client Experience Team Manager

The Role In this key role, you will manage a team handling both transactional and query-based client interactions and complex case management throughout the client order-to-cash journey. Your primary responsibilities include daily operational management (people, processes, and systems), KPI monitoring, client experience and Net Promoter Score, retention initiatives, revenue growth support, and complex dispute resolution and complaint handling. The focus is on continuously enhancing the client experience across the end-to-end journey. You will lead a team dedicated to delivering excellent client service, ensuring SLAs and KPIs are met while managing client escalations in line with internal procedures. Collaboration with peers and business areas is essential and you may occasionally provide operational cover or personally handle complex client issues. As a leader, you will drive service excellence across all channels, foster a culture of continuous improvement, and manage individual and team performance. You will ensure your team has the tools and support needed to succeed, providing coaching, feedback, and monthly one-to-ones aligned with role expectations and annual objectives. Applicants based near our Swords and Brackmills offices will be expected to be in the office at least 3-days per week. Accountabilities The Company is required by law (Immigration Act 2016) to have proof of the right to work in the UK, prior to commencement of employment. The Company is required to conduct a background screening check as set out by the British Standards Institution BS7858 prior to commencement of employment. OASIS is an equal opportunities employer. The Company confirms that our legitimate interests comply with GDPR and data protection. Agencies : When we require external assistance with our vacancies, we will reach out to our PSL supply chain. Please be aware that we operate a very strict PSL policy with close relationships with our suppliers and cannot respond to agencies outside of the PSL. Please do not contact individual hiring managers.