Head of Customer Services Remote (with occasional travel) | £50,000 - £70,000 Bonus Benefits Are you a natural leader with a passion for building client relationships and delivering operational excellence? Are you ready to head up a high-performing client services function in a growing organisation that's redefining apprenticeship assessment in the construction and built environment sector? This is your opportunity to lead at a senior level, make a meaningful difference, and be part of a business entering an exciting new phase, following its recent acquisition by AQA, one of the UK’s most respected awarding organisations. About the Company We are a specialist End-Point Assessment Organisation (EPAO) delivering services across the construction and built environment landscape. Our innovative and all-inclusive model, including assessment centres across the UK, allows us to deliver high-quality assessments and unrivalled service to our clients. Our track record speaks for itself: consistent growth, a loyal client base of major training providers and employers, and a reputation for quality, innovation, and value. Now part of the AQA family, we’re entering a transformational growth stage with the support, credibility, and backing of a national leader in assessment. But we’re keeping our close-knit, people-first culture at heart. Here, you’ll find a “small business feel” combined with “big business opportunity.” With us, you’ll enjoy: * A competitive salary and bonus scheme * Flexible working and holiday policy * Company wellbeing programme * A collaborative, values-led culture where your voice matters The Role – What You’ll Be Doing As Head of Client Services, you will lead our customer-facing function and take full ownership of client experience and engagement. Reporting directly to the Operations Director, your role will be critical in ensuring we deliver on our promises — and exceed expectations. Your key responsibilities will include: * Leading the Relationship Management and Coordination teams * Ensuring smooth delivery of our EPA services, from booking through to assessment * Managing client profiles, service level agreements, and contracts * Developing robust gateway and booking processes * Overseeing onboarding of new clients and maintaining strategic relationships with key accounts * Gathering and responding to client feedback to improve service quality * Collaborating closely with other senior leaders across assessment, delivery, and quality * Supporting commercial and client engagement projects to drive growth and innovation This is a hands-on leadership role where you’ll set standards, coach teams, and directly influence the customer journey at every stage. Who We’re Looking For To succeed in this role, you’ll need to bring both strategic oversight and operational leadership. You’re a relationship-builder at heart, someone who thrives in fast-paced environments and enjoys driving results through people. You will have: * A strong background in customer services or account management * Experience leading teams — ideally within apprenticeships or EPA * A proven ability to manage client accounts, contracts, and service delivery * A track record of improving customer experience and hitting KPIs * Experience using CRM systems and working cross-functionally with internal teams * Excellent communication skills and a collaborative leadership style Leadership or management qualifications are a bonus, but not essential if your experience speaks volumes. Ready to Make Your Mark? This is more than just a senior management role, it’s a chance to shape the client journey in a business that’s growing fast, backed by one of the most respected names in assessment. If you’re excited by the opportunity to lead, influence and grow, we’d love to hear from you. Apply now or contact us directly for a confidential discussion