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Client Experience Manager

Job Posted: 7 days ago

Salary: £ 35,000 - 40,000 / Annum
Job Type: Permanent
Location: CA1, Harraby, Cumbria

Expire in: 20 days

Job Description

Client Experience Manager

Reporting to: Head of Client Experience

Location: Carlisle HQ (Free On-site Parking & Easy Rail Access)

The Mission: Bridge the gap between Technical Excellence and Business Value

Are you a relationship builder with a passion for IT service excellence? Do you enjoy turning complex technical data into a compelling story of success?

At Global 4, we don't just "fix things"—we build long-term partnerships. As our Client Experience Manager, you will be the primary advocate and service owner for our key IT-managed service clients. You are the bridge between our high-performing operational teams (Service Desk, Infrastructure, Projects) and the client stakeholders who rely on us to keep their businesses moving.

The Mission: Monitor, Improve, Retain

Your role is to ensure our clients don't just receive a service, but an exceptional experience. You’ll monitor service health, drive continuous improvement, and act as a trusted advisor to ensure our IT services align perfectly with our clients' business goals.

Your Key Impact Areas:

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    Service Ownership: Act as the "face of service," building trusted relationships across both technical and business stakeholders.

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    Governance & Health: Monitor incident volumes and SLA compliance, translating ticket trends and analytics into meaningful business insights.

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    Continual Service Improvement (CSI): Lead the charge on Service Improvement Plans (SIPs), working cross-functionally to ensure we are always evolving and adding value.

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    Escalation Mastery: Act as the calm voice of authority during major incidents, ensuring transparent updates and thorough post-incident reviews.

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    Client Advocacy: Be the "voice of the client" within Global 4, ensuring our internal delivery teams are perfectly aligned with client expectations.

The Profile: Is This You?

We’re looking for a strategist who understands the "human" side of IT Service Management.

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    ITIL Mindset: You have a strong grasp of IT service management practices and know how to apply them in a fast-paced environment.

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    Data-Savvy: You can interpret operational data and present it with confidence to varied audiences—from IT Managers to CEOs.

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    The MSP Factor: Experience in a Managed Service Provider environment is a huge plus, especially if you’ve used tools like Auto Task, ServiceNow, or Halo.

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    Problem Solver: You don’t just spot risks; you proactively resolve them before they impact client satisfaction.

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    Communicator: You are excellent at building rapport and navigating complex service discussions with diplomacy and clarity.

The Global 4 Experience

Join a family-run UK leader where your contribution is visible and your career growth is a priority. We offer a culture that is high-energy, collaborative, and rewarding.

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    The Tech Perk: 50% off Broadband & Utilities (100% free after two years!).

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    The Refresh: 33 days holiday (inc. Bank Holidays), a Buy & Sell scheme, plus extra "loyalty" days.

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    The Vibe: Fresh fruit, bottomless coffee, and the legendary "Friday Fridge."

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    The Recognition: "Kudos" employee awards, company lunches, and exciting team incentives.

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    The Heart: Paid charity leave, a £250 "Bright Ideas" scheme, and a commitment to being a Living Wage Foundation Employer.

Ready to Drive Excellence?

If you’re ready to take ownership of a high-tier client experience and drive long-term service partnerships, we want to hear from you.

Apply today and help us redefine what exceptional IT service looks like

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Client Experience Manager job near me in CA1, Harraby, Cumbria! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!