Client Services Manager

Role: Client Services Manager

Location: Old Trafford M16 OPQ

Hours: 4pm - 1am (4 days a week Tuesday - Friday)

Package: 45000 base (70000 OTE)

As a Client Services Manager within the New Client Activation team youll play a key role in delivering a high-quality client experience while supporting the performance and development of your team. Reporting into the Client Services Manager youll lead by example on the floor driving standards supporting day-to-day operations and coaching individuals to achieve and exceed their performance objectives.

Youll be a visible trusted leader who brings clarity energy and accountability helping to create a positive high-performing environment where people feel supported to grow and succeed.

Key Responsibilities:

• Leading from the front with a hands-on role-model approach supporting the Client Services Manager in the day-to-day delivery of team and operational objectives
• Setting clear expectations reinforcing KPIs and quality standards and monitoring individual and team performance to address issues early and constructively
• Coaching and developing team members through regular feedback call listening performance conversations and support with PDRs and development plans
• Ensuring a high-quality client experience by maintaining standards across welcome calls record-keeping objection handling and the effective management of complaints and escalations
• Collaborating with peers and stakeholders to share insight contribute improvement ideas and support a culture of accountability teamwork and continuous improvement

Experience Required:

• Experience in a client services or customer success environment within a fast-paced target-driven setting
• Proven experience coaching mentoring or supporting peers to improve performance and quality
• Strong understanding of KPIs quality standards and delivering a consistently high client experience
• Hands-on experience providing feedback through call listening side-by-side coaching and performance conversations
• Confidence leading by example positively influencing behaviours standards and team culture on the floor

• Free PureGym membership after 3-months served
• Cycle to work scheme
• 23 days annual leave plus bank holidays increasing with length of service
• Additional half day off for birthday
• Enhanced maternity paternity and adoption leave
• Two volunteer days per year for a charity of your choice
• Smart pension scheme
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• Free fruit & breakfast
• Company sports teams
• On-site barber and beautician
• Car valet service
• Career development directly linked to your performance
• Fundraising initiatives for our registered charity the PHMG Foundation
• Dedicated Employee Assistance Programme

About PHMG:

Established in 1998 PHMG has grown from a Manchester-founded creative business into the worlds leading audio branding agency. Today we partner with almost 40000 clients across more than 50 countries including global brands such as Coca-Cola Samsung Adidas and Audi alongside ambitious SMEs in virtually every fuels everything we do. From day one we set out to redefine audio branding by harmonising creativity technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication 2025 PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity performance and growth. It strengthens our independence sharpens our long-term focus and ensures success is are proud recipients of the Kings Award for Enterprise recognised for innovation growth and performance excellence. Today more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial PHMG means becoming part of a people-powered future-focused company that values creativity champions diversity and invests in professional good

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