Overview:
We are seeking a strategic, highly organised, and experienced Head of Client Relations and Customer Service to lead the service management of our growing portfolio of 200+ client accounts. The ideal candidate will be a proactive problem-solver with a proven track record in client relationship management, complaint resolution, and account retention. This is a client-facing role that requires exceptional communication skills, a passion for customer success, and a deep understanding of client needs and expectations.
Experience with Salesforce is essential - you must be comfortable using the platform to manage client data, track communications, and generate insights that drive improvements in service delivery.
Key Responsibilities:
* Proven experience in a client-facing role, overseeing the service delivery preferably within the construction industry.
* Manage and resolve customer complaints with empathy and professionalism, ensuring positive outcomes and maintaining high customer satisfaction.
* Drive client retention by ensuring ongoing value delivery, addressing concerns promptly, and uncovering opportunities to enhance the customer experience.
* Proficiency in Salesforce.
* Excellent communication skills, both verbal and written, with a focus on building rapport with clients.
* Ability to work independently as well as part of a team in a fast-paced environment.
* Strong organisational skills with attention to detail.
Qualifications:
* Minimum 6 years of experience in Client Relations, Account Management, and a customer-facing service management role.
* Proven 3+ years of direct complaint handling experience with successful resolution outcomes.
* Competent in using Salesforce (minimum 3 years of usage in a professional setting).
* Exceptional organisational and multitasking skills, with the ability to manage high-volume accounts efficiently.
* Demonstrated ability to think strategically, analyse service trends, and implement scalable solutions.
* Comfortable navigating sensitive conversations and maintaining professionalism under pressure.
* Outstanding verbal and written communication skills.
Preferred Skills:
* Experience in service delegation and cross-functional collaboration.
* Knowledge of client retention strategies and KPI tracking.
* Familiarity with other CRM platforms and service management tools.
* Strong interpersonal skills and a customer-centric mindset.
Working Hours:
Monday - Thursday 9 am - 3 pm
Friday - 9 am - 1 pm
Why Join Us?
If you are passionate about delivering outstanding client service and possess the necessary skills to excel in this role, we encourage you to apply. You'll be part of a forward-thinking company where your expertise will directly influence client success and retention. If you thrive in a fast-paced, people-driven environment and want to make a real impact, we want to hear from you.
Job Type: Permanent
Pay: £22,464.00-£27,456.00 per year
Benefits:
* On-site parking
Application question(s):
* Do you live in Maidstone or the surrounding areas?
* Do you hold a full UK driving licence?
Work Location: In person
Reference ID: Head of Client Relations and Customer Service