At a Glance
- Tasks: Lead service teams to deliver exceptional client experiences and drive business growth.
- Company: Join ADP UK, a leader in innovative service delivery.
- Benefits: Enjoy 25 days holiday, flexible benefits, and study support.
- Other info: Hybrid working model with a vibrant company culture and career advancement opportunities.
- Why this job: Shape the future of service with cutting-edge strategies and technologies.
- Qualifications: Proven experience in leading large-scale service delivery and developing high-performing teams.
The predicted salary is between 58500 - 71500 £ per year.
We are recruiting for a Director of Service!
Location: Our Staines office - 2, Causeway Park, The Causeway, Staines-upon-Thames, Staines TW18 3BF
Hybrid working: 3 days in office and 2 days from home
Closing date: 14th August
Job Purpose: In this role, you will lead ADP UK's enterprise Service teams, where you will be responsible for developing and executing strategies that deliver exceptional outcomes for our clients while driving sustainable business growth. You will lead a large team of leaders and service professionals, ensuring operational excellence, strong client retention, high associate engagement and the achievement of key business objectives. Building on your deep operational expertise, you will continuously improve service delivery performance, strengthen client relationships and create an environment where associates can thrive and develop. You will be focused on improving clients' day-to-day experience, increasing retention, improving Net Promoter Scores (NPS), driving operational efficiency and ensuring ADP continues to be viewed as a strategic partner by our clients. Through effective leadership, innovation and data-led decision making, you will help shape the future of Service within ADP UKISE.
Working as part of the Senior Service Leadership Team, you will play a key role in delivering our vision of being ADP's differentiator through world-class service delivery and outstanding client outcomes.
THINGS YOU’LL DO:
- Lead the services teams to ensure delivery of outstanding client experiences and achievement of operational, financial, people and strategic objectives.
- Build strong relationships with Product teams to facilitate ever improving client outcomes.
- Be a thought leader and advocate of new ways of working and new technologies such as artificial intelligence to improve client experience.
- Develop and execute the service strategy, ensuring alignment with broader UKISE and business priorities.
- Deliver retention, revenue, NPS, operational efficiency and profitability objectives through effective leadership and execution.
- Lead, coach and develop a high-performing leadership team, creating a strong succession pipeline and future leadership capability.
- Build strong executive relationships with key clients and act as an escalation point where required.
- Partner closely with Sales, Implementation, Product, Finance and other functions to support business growth and client retention.
- Drive operational excellence through process improvement, technology adoption and automation opportunities.
- Use data, insights and management information to identify trends, mitigate risks and improve service delivery performance.
- Ensure strong governance, compliance and risk management disciplines across the organisation.
- Maintain accountability for client data security, audit readiness, business continuity and operational resilience.
- Identify and remove barriers to performance, creating an environment focused on accountability, innovation and continuous improvement.
- Lead organisational change initiatives and support the successful implementation of strategic business programmes.
- Develop workforce and resource plans that support current and future business requirements.
- Champion associate engagement and create a culture that attracts, develops and retains top talent.
- Play a key leadership role within the UK Service Leadership Team and contribute to broader organisational strategy and decision making.
- Perform other duties and business initiatives as required and as the business dictates.
WHAT YOU’LL NEED:
- Significant experience leading large-scale service delivery, operations or customer-facing organisations.
- Proven success operating at Director level.
- A broad career history, working across various industries to bring new ways of working to the HCM segment.
- Experience of consumer led industries so that you bring with you B2C experience and strategies to be applied to ADP B2B clients.
- Strong commercial acumen with experience balancing client, associate and business outcomes.
- Demonstrable experience leading leaders and developing high-performing teams.
- Excellent analytical and presentation skills, with the confidence to engage senior stakeholders and executive audiences.
- Strong influencing and relationship-building capability both internally and externally.
- Experience delivering transformation, organisational change and operational improvement initiatives.
- Strong governance, risk management and business continuity experience.
- Excellent verbal and written communication skills.
- Ability to lead effectively in a fast-paced, complex and high-pressure environment.
- A passion for developing people and creating an engaging, high-performance culture.
BONUS POINTS FOR THESE:
- Knowledge of HR, Payroll and HCM outsourcing solutions.
- Experience operating within a BPO, managed services or professional services environment.
- International or multi-site leadership experience.
- Experience leading transformation, automation or digital service programmes.
- Knowledge of payroll legislation and operational delivery models.
BENEFITS:
- 25 days holiday (you can also buy and sell up to 5 days each year).
- Flexible benefits - private medical insurance, excellent pension scheme, subsidised gyms, employee discount portal, life assurance cover, annual kids pass membership and many more.
- Study support.
- Employee Assistance Program.
- Company social events.
- Annual bonus scheme.
Job Details:
- Job Type: Permanent-FT (AC Only)
- Category: Client Service
- Salaried: Salaried
Director of Service in Staines employer: ADP - Automatic Data Processing
ADP UK is an exceptional employer, offering a dynamic work environment in Staines-upon-Thames that fosters innovation and professional growth. With a strong emphasis on employee engagement, comprehensive benefits including flexible working arrangements, and a commitment to operational excellence, ADP empowers its associates to thrive while delivering outstanding client experiences. Join a forward-thinking team where your leadership will shape the future of service delivery and contribute to meaningful business outcomes.
Contact Details:
ADP - Automatic Data Processing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Service in Staines
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ADP - Automatic Data Processing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ADP - Automatic Data Processing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Service in Staines
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ADP - Automatic Data Processing:Your cover letter is your chance to shine! Tell us why you want to work at ADP - Automatic Data Processing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ADP - Automatic Data Processing!
How to prepare for a job interview at ADP - Automatic Data Processing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
