Role Overview
Reporting to the Managing Director and working closely with the Compliance, Operations and Finance Directors, the Head of Client Services will own the end-to-end client journey.
This senior leadership role combines contractual oversight, customer experience strategy, administration team leadership and commercial contribution. The successful candidate will ensure client satisfaction, contractual compliance and service performance align with the company’s commercial and regulatory objectives.
Key Responsibilities
Client & Contract Management
* Interpret, manage and oversee customer contracts and service agreements
* Ensure contractual compliance in partnership with the Compliance Director
* Monitor performance against agreed SLAs and KPIs
* Support contract renewals, amendments and commercial negotiations
Customer Experience Ownership
* Take full ownership of the customer journey from onboarding through to retention
* Act as senior escalation point for complex or high‑risk customer matters
* Implement structured complaint handling and resolution processes
* Drive continuous service improvement initiatives
Administration Team Leadership
* Lead, manage and develop the administration and customer service team
* Establish clear performance metrics and service standards
* Improve workflow efficiency and operational consistency
* Create a culture of accountability and proactive service
Commercial & Growth Contribution
* Support retention and account growth strategies
* Provide contractual and commercial input into sales opportunities
* Collaborate with marketing to strengthen client engagement and reputation
* Identify upselling or cross‑selling opportunities within the client base
Cross‑Functional Collaboration
* Align closely with Operations on service delivery performance
* Liaise with Finance regarding billing, disputes and commercial terms
* Partner with Compliance to maintain regulatory standards, particularly within the utilities sector
Measurable Outcomes
The Head of Client Services will be expected to deliver:
* Client retention rate of 98%+ (or aligned to current company benchmark)
* SLA compliance consistently above 99.5%
* Improved customer satisfaction scores (NPS or equivalent)
* Improved administration team productivity and turnaround times
* Increased revenue from existing accounts through retention and expansion initiatives.
* Performance will be reviewed against agreed KPIs and service metrics.
Experience & Skills Required
* Strong understanding of legal contracts and commercial agreements
* Proven experience leading client services or customer‑facing teams
* Experience handling complex customer disputes or escalations
* Strong commercial judgement and negotiation capability
* Utilities sector experience desirable but not essential
* Confident operating within regulated environments with experience working with ISO management system standards to ensuring processes align with best practice frameworks
Personal Attributes
* Calm and decisive under pressure
* Commercially astute
* Structured and process‑driven
* Assertive yet diplomatic
* Resilient and solutions‑focused
* Comfortable operating at senior leadership / Director level
Salary
£55,000 per year + bonuses
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