TC Group’s delighted to announce the creation of a brand-new Client Experience Manager role, working across its Leicester, Milton Keynes, Northampton, and Southampton offices. This role reinforces the firm’s commitment to delivering exceptional experiences for every client.

Alia Cain-Coleman’s been working at TC Group Northampton for six years, most recently as Payroll Senior, where she built a strong reputation for professionalism, collaboration and outstanding client care. Her appointment comes on the heels of her ‘Emerging Leader Award’ received at the Association of Bureau Managers Management Conference 2025, highlighting the passion, energy, and commitment she brings to everything she does. Alia also successfully led a digital transformation project last year.

Commenting on her new role, Alia said: “Client experience isn’t just something we talk about — it’s something we actively invest in. I’m proud to be leading a transformative ‘client care programme’ delivered through 4 phases: Review, Design, Build and Implement. This includes mapping the full client journey, introducing regular feedback mechanisms, defining business-wide service standards, leveraging technology, and embedding a culture of accountability and continuous improvement.”

Stephen Watts, COO added, “The creation of this role reflects our continued investment in client care, placing their voices at the very heart of how we operate. It reinforces our commitment to delivering exceptional client experiences.”

This role’s all about shaping a client-centric culture. Alia’s work will ensure every interaction’s underpinned by personal chemistry and proactivity, delivering the consistent, high-quality experience TC’s clients have come to expect (and more).