OASIS Group is the largest privately-owned information management provider in Europe, securing and managing over 115 million barcoded items, 200TB of digital data, and scanning more than 17 million images per month. Together we support more than 11,500 clients through our network of over 70 secure, monitored and compliant record centres. As our clients’ single source partner for information management, we offer solutions that cover the full record lifecycle, including file storage; secure online access; data protection; business continuity; 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. 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. 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.
To oversee operational management of a Client Care team.
To be an active member of the Client Care management team.
To actively monitor risks and to foresee/identify potential problems and proactively identify solutions to address them in advance.
Key Performance Indicators
Client Service Level Agreements.
Team Performance.
Client Survey inc. Work as a highly proactive and collaborative member of the Client Care Management team, taking personal responsibility for the delivery of excellent Client Service, achievement of KPIs, objectives and the ongoing enhancement of the function. Motivate, coach, and develop the team to deliver high performance, ensuring effective goal setting, evaluations, and continuous development, while meeting SLAs, KPIs, and quality standards with a strong focus on Diversity, Inclusion and Belonging (DIBS).
Identify and implement opportunities to support revenue growth and introduce new products and services to clients.
Oversee client interactions, assisting with complex cases, escalations and complaint handling to ensure high-quality service and risk mitigation.
Assist the Client Experience Director with demand and capacity planning, workload tracking, trend analysis, forecasting and scheduling.
Align with other departments and the Client Care Management team to drive strategic objectives and continuous improvement.
Using Net Promoter Score feedback (NPS) and other insights: identify opportunities for enhanced processes, client satisfaction and team engagement, while ensuring timely action and communication.
Lead new starter onboarding, upskilling and ongoing training initiatives.
Act as the primary information source for policies and procedures, ensuring adherence and consistency across the team.
Ability to effectively communicate, both verbally and in writing, with different audiences.
Experience in delivering performance improvement coaching and small group training sessions.
Experience in transactional service management systems and modern ERP/CRM platforms e.g. Salesforce.
Proven ability to lead and manage key initiatives to successful outcomes in a fast-paced, cross-functional environment, driving meaningful impact.
Client obsessed and experience of providing excellent client service in a modern client facing environment.
Some travel may be required.
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 confirms that our legitimate interests comply with GDPR and data protection.
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.