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For Companies At a Glance
- Tasks: Lead client services, drive sales growth, and manage customer service teams.
- Company: Join a dynamic company focused on excellence in client services and operational efficiency.
- Benefits: Enjoy professional development opportunities and a collaborative work culture.
- Why this job: Shape client relationships and ensure service excellence while leading a passionate team.
- Qualifications: Strong commercial acumen, exceptional communication skills, and proven leadership experience required.
- Other info: This role reports directly to the CEO and is pivotal for company success.
The predicted salary is between 43200 - 72000 £ per year.
Central are a partnering with a dynamic and forward-thinking company focused on delivering excellence in client services, sales growth, and operational efficiency.
With a strong emphasis on collaboration, innovation, and professional development, they are seeking a passionate and results-driven Head of Client Services to lead Account Management and Customer Service teams.
About the Role
As Head of Client Services, you will be the central point of contact for our customer base, responsible for driving profitability, sales, and order growth. You will ensure Service Level Agreement (SLA) adherence across relevant departments while fostering a high-performing, client-focused team. Reporting directly to the CEO, this role is pivotal in shaping our client relationships and ensuring our service excellence.
Key Responsibilities:
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Achieve and exceed sales and profit forecasts.
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Drive growth and maximize revenue from the existing customer base.
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Oversee customer service level and SLA performance metrics.
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Make strategic commercial decisions and take actionable steps to ensure success.
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Manage escalations within the Account Management department.
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Collaborate with internal departments, carriers, and supply chain teams to identify efficiencies and unlock commercial opportunities.
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Lead, develop, and motivate the AM and CS teams, fostering skill-sharing and individual development.
Key Performance Indicators:
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Postage margin metrics.
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Customer service and SLA adherence.
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Sales growth performance.
What We\’re Looking For
Skills & Knowledge (Essential):
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Strong commercial acumen with the ability to identify, develop, and implement opportunities.
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Exceptional communication skills to understand and interpret customer needs.
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Ability to align customer requirements with business capabilities effectively.
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Proficiency in presenting and translating technical or industry-specific information to clients.
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Demonstrated leadership capabilities with the ability to motivate and inspire teams.
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Strong decision-making skills, balancing commercial focus with the “greater good.”
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Excellent time management and organizational skills.
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Advanced PC literacy and a good understanding of software systems.
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Full driving license.
Personal Attributes (Essential):
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Outstanding communication and interpersonal skills.
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Strong negotiation and influencing abilities with a supportive approach.
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Proactive, results-driven, and calm under pressure.
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Commercially focused with a pragmatic outlook.
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Empathetic, curious, and committed to personal and professional growth.
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Professional demeanor and confident leadership style.
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Flexible team player who aligns with the company’s objectives and policies.
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Head of Client Services employer: Central Employment Agency (North East) Limited
Contact Detail:
Central Employment Agency (North East) Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Services
✨Tip Number 1
Network with professionals in the client services industry. Attend relevant events or webinars where you can meet potential colleagues or industry leaders. Building these connections can provide insights into the role and may even lead to referrals.
✨Tip Number 2
Research the company thoroughly. Understand their values, mission, and recent developments. This knowledge will help you tailor your conversations and demonstrate your genuine interest in contributing to their success.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven sales growth and improved client relationships in previous roles. Highlighting your achievements will showcase your capability to excel as Head of Client Services.
✨Tip Number 4
Practice your communication skills, especially in presenting complex information clearly. As this role requires exceptional communication, being able to articulate your thoughts effectively will set you apart during interviews.
We think you need these skills to ace Head of Client Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client services and leadership roles. Use specific examples that demonstrate your ability to drive sales growth and manage teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for client services and how your skills align with the company's goals. Mention your understanding of their emphasis on collaboration and innovation.
Highlight Key Skills: Emphasise your strong commercial acumen, exceptional communication skills, and leadership capabilities. Provide concrete examples of how you've successfully managed teams and improved service levels in previous roles.
Showcase Results: Include quantifiable achievements in your application, such as sales growth percentages or improvements in customer satisfaction metrics. This will demonstrate your results-driven approach and ability to meet KPIs.
How to prepare for a job interview at Central Employment Agency (North East) Limited
✨Showcase Your Leadership Skills
As a Head of Client Services, demonstrating your leadership capabilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated and developed team members to achieve their goals.
✨Understand the Company’s Client Focus
Research the company’s approach to client services and be ready to discuss how you can enhance their existing strategies. Highlight your understanding of Service Level Agreements (SLAs) and how you plan to ensure adherence across departments.
✨Demonstrate Commercial Acumen
Be prepared to discuss your experience with driving sales growth and profitability. Share specific examples of how you've identified and implemented commercial opportunities in previous roles, showcasing your ability to make strategic decisions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you've had to manage escalations or collaborate with different departments to achieve a common goal, and be ready to explain your thought process.
