At a Glance
- Tasks: Lead client onboarding and support, ensuring smooth transitions and high satisfaction.
- Company: Premier facilities services provider with a diverse client base across North America.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Hands-on leadership role with opportunities to collaborate across various teams.
- Why this job: Make a real impact by enhancing client experiences and leading innovative projects.
- Qualifications: Bachelor’s degree and 7+ years in client delivery or project management required.
The predicted salary is between 70000 - 90000 £ per year.
Our client is a premier facilities services provider delivering sophisticated facility services across North America.
Their clients span healthcare, higher education, government, warehousing, and global enterprises.
We are assisting in their hiring of a Client Delivery & Customer Services Director.
This position is on-site, in their offices in Horsham, PA.
Overview
The Client Delivery & Customer Services Director is a visible, hands-on leadership role responsible for onboarding, transition, and ongoing support of client accounts.
This role blends client-facing leadership, field support, operational execution, and technology-driven process management.
They will serve as the conduit between Sales, Operations, Field Leadership, and the Home Office.
Responsibilities
- Own the end-to-end client delivery lifecycle for new account start-ups, transitions, and major client-driven projects.
- Lead and refine a standardized client delivery playbook covering pre-launch planning, launch execution, and post-launch stabilization.
- Ensure all operational readiness elements are completed on time, including staffing plans, supplies, equipment, and site-specific requirements.
- Serve as the primary home office liaison supporting Field Directors, Regional Directors, and Operations Managers.
- Lead and manage the Field Support function, providing oversight and influence across teams.
- Actively engage with clients during onboarding to build trust, manage expectations, and ensure strong first impressions.
- Identify and proactively address risks to service quality, staffing, or client satisfaction.
- Oversee work orders, special projects, and client-driven initiatives, ensuring proper pricing, approvals, execution, and communication.
- Partner with Finance and Operations to manage budgets related to client startups, mobilizations, travel, and project work.
- Track, analyze, and report on KPIs, including startup success rates, client satisfaction, retention, and operational performance.
- Serve as the internal subject-matter expert for internal and CRM systems.
- Collaborate with HR and leadership to support training, onboarding, and development of field and support teams.
Qualifications & Experience
- Bachelor’s degree required; advanced degree a plus.
- 7+ years of experience in client delivery, operations, project management, or field support roles.
- Experience in service-based, multi-site, or operationally complex organizations preferred.
- Proven ability to manage large-scale client start-ups, transitions, and cross-functional projects.
- Strong technology acumen; experience with CRM platforms, and automation strongly preferred.
Client Delivery & Customer Service Director in Horsham employer: BE Group
As a premier facilities services provider, our client offers an exceptional work environment in Horsham, PA, where innovation meets collaboration. Employees benefit from a strong focus on professional growth, with opportunities for training and development, while being part of a dynamic team that values operational excellence and client satisfaction. The company fosters a culture of support and engagement, ensuring that every team member plays a vital role in delivering top-notch service to a diverse range of clients across North America.
StudySmarter Expert Advice🤫
We think this is how you could land Client Delivery & Customer Service Director in Horsham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BE Group. 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 BE Group 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 Client Delivery & Customer Service Director in Horsham
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 BE Group:Your cover letter is your chance to shine! Tell us why you want to work at BE Group 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 BE Group!
How to prepare for a job interview at BE Group
✨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.
