Head of Client Services in Gateshead

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:

• Achieve and exceed sales and profit forecasts.

• Drive growth and maximize revenue from the existing customer base.

• Oversee customer service level and SLA performance metrics.

• Make strategic commercial decisions and take actionable steps to ensure success.

• Manage escalations within the Account Management department.

• Collaborate with internal departments, carriers, and supply chain teams to identify efficiencies and unlock commercial opportunities.

• Lead, develop, and motivate the AM and CS teams, fostering skill-sharing and individual development.

Key Performance Indicators:

• Postage margin metrics.

• Customer service and SLA adherence.

• Sales growth performance.

What We\’re Looking For

Skills & Knowledge (Essential):

• Strong commercial acumen with the ability to identify, develop, and implement opportunities.

• Exceptional communication skills to understand and interpret customer needs.

• Ability to align customer requirements with business capabilities effectively.

• Proficiency in presenting and translating technical or industry-specific information to clients.

• Demonstrated leadership capabilities with the ability to motivate and inspire teams.

• Strong decision-making skills, balancing commercial focus with the “greater good.”

• Excellent time management and organizational skills.

• Advanced PC literacy and a good understanding of software systems.

• Full driving license.

Personal Attributes (Essential):

• Outstanding communication and interpersonal skills.

• Strong negotiation and influencing abilities with a supportive approach.

• Proactive, results-driven, and calm under pressure.

• Commercially focused with a pragmatic outlook.

• Empathetic, curious, and committed to personal and professional growth.

• Professional demeanor and confident leadership style.

• Flexible team player who aligns with the company\’s objectives and policies.