Customer Service Lead in London

Customer Service Lead

Location: London, UK

Contract Type: Permanent

• Build and grow lasting partnerships with clients across a diverse portfolio

• Shape consulting solutions spanning Advisory and Automation services

• Lead and develop a customer service team focused on measurable impact

• Work with a fast-growing international consultancy operating across multiple continents

• Apply your GBS and process optimisation expertise to deliver real transformation

Company Overview

Our client is an international consulting organisation with over ten years of experience helping companies transform their operations across Finance, HR and beyond. With teams and clients worldwide, they specialise in GBS transformation, outsourcing advisory, AI and automation implementation, process mining, and change management. They are recognised for their data-driven approach, complete independence, and commitment to delivering practical, measurable results. Their culture centres on bold transformation, honest advice, and working collaboratively with client teams to achieve lasting operational improvements.

They are seeking a Customer Service Lead to join their London team and take ownership of client relationships while driving account growth and service excellence.

Position Overview

As Customer Service Lead, you will own and develop a portfolio of client accounts, identifying opportunities to expand relationships and deliver value through Advisory and Automation services. You will bridge the gap between client needs and delivery teams, ensuring exceptional customer experience while driving business development. This role combines strategic account management with hands-on leadership of customer service colleagues, requiring you to balance relationship building, proposition development, and operational oversight to achieve client satisfaction and commercial growth.

Responsibilities

• Develop and manage relationships across your client portfolio to identify needs and convert opportunities

• Create and present consulting propositions across Advisory and Automation service lines

• Collaborate with Advisory teams to uncover process improvements and operational efficiencies

• Partner with Automation teams and technology providers to spot opportunities and support delivery

• Analyse customer feedback to resolve pain points and strengthen client relationships

• Coach and guide customer service team members to improve performance

• Maintain accurate CRM records, account plans, pipeline reports and structured handovers

• Set quality assurance standards and oversee resolution of client issues

• Collaborate with delivery teams to ensure strong governance and successful outcomes

• Lead projects using structured methodologies while maintaining compliance requirements

Requirements

• Seven or more years of experience in account management and business development

• Proven ability to build and maintain strong client relationships

• Experience managing and leading customer service or client-facing teams

• Knowledge of GBS consulting services and process optimisation approaches

• Familiarity with customer service systems, CRM platforms and performance analytics

• Understanding of enablement technologies and technology-led consulting solutions

• Track record of identifying client needs and developing relevant propositions

• Experience leading delivery using structured project management methods

• History of managing teams to meet or exceed client expectations

• Strong communication and leadership capabilities

• Bachelor's degree in Business Administration, Management or related field (Master's degree advantageous)

• Experience supporting customer experience programmes, training or service quality initiatives (desirable)

Benefits

• Opportunity to shape meaningful transformation projects that improve customer experience

• Collaborate with experienced practitioners across GBS, Advisory and Automation fields

• Build long-term client partnerships focused on practical, measurable improvements

• Work with leading tools and platforms across process mining and automation

• Access to ongoing learning and development opportunities

You'll join a culture that values honest, pragmatic advice and working side by side with clients to deliver results with speed and impact. The team operates with complete independence, using data and leading tools to achieve lasting operational improvements across global organisations.

How to Apply

To apply for this role please submit your CV using the form below or email info@blvdrglobal.com