The Head of Client Services is a senior leadership role responsible for overseeing the Client Services department, ensuring the highest level of service is delivered to clients. The role involves leading a team of client service professionals, developing strategies to enhance client satisfaction, and collaborating with other departments to ensure seamless service delivery.
This position reports to the Managing Director and includes managing a team of client management and account management executives. The role requires implementing processes and structures to improve client-facing and internal operations, driving business growth.
Key Responsibilities:
* Leadership & Management: Lead, mentor, and develop the client services team, set performance expectations, conduct reviews, and collaborate with HR on recruitment.
* Client Relationship Management: Build strong client relationships, act as primary contact for escalations, develop engagement strategies, and manage key accounts with spend levels exceeding £500k annually.
* Strategic Planning & Execution: Develop and implement client service strategies aligned with business goals, identify process improvements, and coordinate with other departments.
* Financial & Budget Management: Manage the department budget, monitor financial performance, and contribute to revenue targets.
* Reporting & Data Analysis: Track KPIs, prepare reports for senior management, and utilize data insights for strategic decisions.
* Operational Efficiency: Ensure SLA targets are met, review processes for efficiency, and manage workloads effectively.
* Team & People Management: Oversee work distribution, conduct regular meetings, support training and development, and motivate the team.
The role requires excellent communication, negotiation, strategic thinking, and operational skills, along with a strong ability to lead and develop teams.
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