At a Glance
- Tasks: Lead the Client Liaison team to enhance client experience and drive operational excellence.
- Company: Dynamic company in Manchester with a focus on client satisfaction and growth.
- Benefits: Competitive salary, hybrid working, and opportunities for professional development.
- Other info: Join a culture of performance and talent development with exciting growth opportunities.
- Why this job: Shape client journeys and make a real impact in a collaborative environment.
- Qualifications: Proven leadership in client service operations and strong relationship management skills.
The predicted salary is between 65000 - 65000 £ per year.
- Salary
- 65,000
- Job Type
- Permanent
- Location
Manchester Our client is seeking a Head of Client Liaison to be based in their Manchester office, with hybrid working.
- Key Accountabilities and
- Main
Responsibilities:• Appoint and lead the Client Liaison team to drive day to day post sale operational engagement and support directly to clients, delivering a positive client experience and high quality of service, ensuring all KPIs are met or exceeded and that the company and brand values of the Group and its clients are represented and reinforced.
- Set the strategy for the future development of the client journey and service provision.
- Provide input to new business development and review contracts, bids and tender content.
- Work collaboratively with the Sales team to understand required client commitments from the specification and tender response and communicate throughout Operations to ensure clarity from service commencement.
- Own end to end client engagement and associated processes, from pre-service commencement to onboarding and throughout the client lifecycle
- Drive high performance client NPS scores and nurture successful partnerships for both new and existing clients to engender positive client referral and recommendation.
- Proactively propose proposition and process changes based on client experience and feedback and act as the client advocate.
- Lead and chair the Client Forum as part of Operations governance framework, anticipating the pipeline of future bids and new clients and monitoring delivery to client expectations.
- Work in strong collaborating with Client Delivery and Account Managers
- Ensure the Client Liaison team delivers service in a compliant manner, consistent with FCA “treating customer fairly” guidelines as required, statutes and regulations.
- Establish a culture of performance and talent development, ensuring team capability in line with client
- requirements and supporting the ongoing development of client service colleagues at all levels.
- Deliver client services in line with agreed budget.
- Act as the ultimate point of escalation for any calls or complaints related to either client service
- performance or client practice.
- Technical
- Competency
Requirements:• Proven experience of leading client service operations and developing strong and successful client partnerships in support of future growth.
- Experience of leading a team of client relationship managers and related operational support functions through periods of growth, transition or change.
- Obsessive client focus and evidence of acting as strong client advocate and influencing positive client outcomes.
You will be required to undertake a DBS and CCJ check before starting your employment.
Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited.
Please
Note: Due to the number of applications we receive we may be unable to respond to every application directly.
If you have not heard from us within 3 working days please assume your application has been unsuccessful.
Head of Client Liaison in Manchester employer: Clear IT Recruitment
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Liaison in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clear IT Recruitment. 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 Clear IT Recruitment 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 Head of Client Liaison in Manchester
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 Clear IT Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Clear IT Recruitment 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 Clear IT Recruitment!
How to prepare for a job interview at Clear IT Recruitment
✨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.
