Client Services Manager - Are you motivated to create meaningful change for people on the lowest incomes?
Policy in Practice
Job id 4758

London
Salary £38,000 - £45,000 DOE

Closing Date 31st of January 2025

---

Make a real difference as one of our Client Services Manager

Are you impact-oriented and motivated to create meaningful change for people on the lowest incomes? We’re seeking a Client Services Manager with key experience in benefits, council tax and/or welfare advice to play a key role in delivering our impactful solutions.

You will build relationships with clients across the public and private sectors, supporting them in implementing data-driven technologies like our Low Income Family Tracker (LIFT) platform to transform insights into actions that improve lives. Reporting directly to the Service Manager of Client Services, you’ll collaborate with our vibrant team of social policy experts, software developers, and data analysts to deliver innovative solutions that make a real impact.

Your mission will be to foster strong relationships with decision-makers, promote our consultancy and software products, and drive success with our LIFT platform, enabling clients to transform insights into measurable impact. You’ll be a trusted advisor, building senior-level connections, securing repeat business, and unlocking opportunities in local and central government.

Main accountabilities

• Help our public and private sector colleagues to deliver impactful data-led campaigns to help vulnerable families in their area 

• Get to know the customers and colleagues that we work with to understand their opportunities and challenges and help them overcome these with your expert knowledge and experience.

• Ensure our LIFT clients can turn insight into action

• Ensure consistent and high-quality reporting providing evidence of both human and monetary impact of our client’s work

• Contribute to the customer retention, satisfaction and revenue growth strategy

• Serve as the main point of contact for your assigned clients

• Monitor the satisfaction of your clients and report progress internally

• Own the client management process from liaising with the sales team, holding kick off meetings, setting objectives with clients, project management and support, extraction of outcomes and key success indicators and client retention. 

• Monitor the on-time and high-quality delivery of our analysis, research and software services to your assigned client

Other duties

• Support the senior team in the development and execution of business strategy

• Manage and build new and existing senior client relationships, ensuring our analytics and software clients are delighted with the service they receive, helping us to grow across services within the clients we support

• Promote our strategic development priorities, and support our key strategic relationships

• Ensure a strong professional and commercial focus internally and externally, delivery, deadlines for the projects you oversee should be realistic and met 

• Contribute to our thought leadership through policy work, blog writing, presenting webinars and attending industry events, including speaking engagements

Skills and experience

Essential Excellent communication and interpersonal skills Strong relationship-building skills to build trust and rapport with customers Desire to work in a business with a social purpose Knowledge and/or interest in the welfare system  Knowledge and/or experience of local government or social housing Evidence of an ability to build client relationships, understand their needs and identify opportunities Ability to write compelling, professional project reports A self-starter with the ability to stay motivated and work independently  Ability to work effectively as part of a team Passionate about the power of technology to help tackle poverty, with knowledge of or keen interest in the welfare system, and other related policy areas Well organised with excellent attention to detail, and the ability to work under pressure, manage competing priorities and meet tight deadlines A people person, able to work effectively in both a commercial and public sector environment, build relationships and help people to perform at their best

Desirable Experience of selling in software/analytics especially in the public sector Experience providing advice to and influencing a senior audience Proven track record in business to business consultancy sales Experience with a sales pipeline methodology

 

About Policy in Practice

Policy in Practice believes data and technology have the ability to empower people and change lives. Our goal is to be the single point of access for all people on means tested benefits, and enable effective public services through citizen centred services.

We aim to reach as many households as possible across the UK. We will do this via growth of existing products in public and private sector organisations, and through expansion into new markets.

Policy in Practice is at a pivotal point as we continue to move from start up to scale up. We have invested in our capability, and development has moved from ideas to prototypes and in some cases to production.

Policy in Practice’s vision and mission

Vision 

We believe data and technology have the ability to empower people and change lives. 

Mission 

Empower people via proactive, integrated support. 

We will help more people to live better lives using our expertise in social policy, data and technology. 

We are transforming the way society supports low income families through citizen centred approaches. We focus on improving how all policy areas, sectors and journeys combined can have an impact on people and their outcomes.

Values

Purposeful and passionate

• We push for opportunities to improve, not just for our clients or for ourselves, but also for the people who need our help. 

• We take responsibility. Details Matter. We have a genuine passion to help people, with a willingness to take action. 

Insightful and impactful

• We go beyond straightforward analysis to get to the ‘So What?’, driving our policy insight and services to deliver impact.

• We think deeply and communicate simply in a way that helps people make the right decisions.

Respectful and supportive

• We are willing to discuss and debate openly, listening to both sides and relying on evidence and strong relationships to reach shared positions. 

• We have each other's back. 

Why work here?

• Working in a thought-leading organisation where you can empower people and change lives.

• Flexible working arrangements with hybrid and remote working available 

• Opportunities for quick career progression

Policy in Practice colleagues say:

“Everyone is lovely and we do such impactful work. There is a very caring employee culture, and a drive to share expertise.”

“I appreciate how our work helps shape policies and the supportive team environment here encourages everyone to grow. Flexible working options make it easier to balance life and work and our inclusive culture makes this a welcoming place to be.”

“The work is extremely meaningful and translates directly into tangible benefits.”

How to apply

Please send your CV with a cover letter that clearly outlines your suitability and your interest in the post to jobs@policyinpractice.co.uk as soon as possible.