At a Glance
- Tasks: Lead the Client Excellence Strategy and enhance the client journey.
- Company: Dynamic company focused on exceptional client experiences.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a supportive team with a focus on innovation and collaboration.
- Why this job: Shape client experiences and drive operational success in a fast-paced environment.
- Qualifications: Strong communication skills and a proactive approach to client service.
The predicted salary is between 50000 - 60000 £ per year.
Reports to: Head of Operations and Business Advisory
Job Purpose: As Client Excellence Lead you will play a critical role in shaping and executing the companies Client Excellence Strategy to make the client journey seamless and exceed client expectations. Working closely with Head of Operations and Business Advisory, you will be responsible for the success of our operational delivery and client experience leading the Pod Support, Bookkeeping and Payroll teams to success. You will play a pivotal role in ensuring that we continue to adapt with new processes and systems; delivering training, having oversight of operational delivery and resolving any issues of how we operate, seeking out opportunities to simplify processes and production of management information.
Key Responsibilities and Accountabilities:
- Client Journey Management: Oversee the entire client journey, identifying opportunities for improvement and ensuring consistency across all touchpoints.
- Cross Department Collaboration: Work closely with other departments to ensure that all aspects of the client journey are aligned.
- Team Leadership: Lead and mentor Pod Support, Bookkeeping and Payroll teams to ensure all members are aligned with the company’s Client Excellence goals and are equipped to deliver excellent and efficient service. Work with Pod Leads to ensure smooth running of Pods. Act as central point of contact for outsourced partners. Oversight of operational delivery and addressing of issues identified. Work with individuals to ensure they are following procedures. Rolling out and training processes, creating engaging content through different channels.
- Play a proactive role in new systems and technology, overcoming challenges proactively and positively. Working with the leadership team to understand strategic deliverables, supporting the success of adoption of new processes and systems.
- Create and produce regular management information (MI) that will allow the Directors and team to make decisions based on facts.
- Any other duties that are required by your line manager.
Experience and Skills:
- Ability to work in a fast‑paced environment with multiple initiatives with a can‑do attitude;
- Possess strong interpersonal client service and communications skills (written and oral) are required, for both internal and client‑facing matters;
- Strong personal drive for ensuring client success with a proactive focus;
- Must be capable of dealing confidently and professionally at the executive level with Clients;
- Strong background in a dynamic, problem solving, client service environment;
- Flexibility, integrity and creative analytical problem‑solving skills;
- Ability to maturely lead and direct through challenges and escalated situations.
- Solid written and verbal communication skills.
- Ability to be resourceful and proactive when issues arise.
- Excellent organisational skills.
- Multitasking and time‑management skills, with the ability to prioritise tasks.
Client Experience & Excellence Lead in Gloucester employer: Griffiths Marshall Advisory Group
As a Client Experience & Excellence Lead, you will thrive in a dynamic and supportive work environment that prioritises employee growth and collaboration. Our company fosters a culture of innovation and excellence, offering comprehensive training and development opportunities to ensure you and your team can deliver exceptional client experiences. Located in a vibrant area, we provide a unique blend of professional challenges and a rewarding atmosphere, making us an outstanding employer for those seeking meaningful and impactful work.
Contact Details:
Griffiths Marshall Advisory Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience & Excellence Lead in Gloucester
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can enhance the client journey and align with their Client Excellence Strategy.
✨Tip Number 3
Practice your communication skills! Whether it’s verbal or written, being able to express your ideas clearly is key, especially when discussing client service and operational delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team.
We think you need these skills to ace Client Experience & Excellence Lead in Gloucester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Experience & Excellence Lead role. Highlight your relevant experience in client journey management and team leadership, showing us how you can contribute to our Client Excellence Strategy.
Showcase Your Communication Skills:Since strong interpersonal and communication skills are key for this role, use your written application to demonstrate these abilities. Keep your language clear and professional, and don’t shy away from sharing examples of how you've successfully communicated with clients or teams in the past.
Highlight Problem-Solving Experience:We love a proactive approach! In your application, share specific instances where you've tackled challenges or improved processes. This will show us that you have the creative analytical problem-solving skills we’re looking for.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Griffiths Marshall Advisory Group
✨Know the Client Journey Inside Out
Before your interview, make sure you understand the entire client journey as outlined in the job description. Think about how you can identify opportunities for improvement and ensure consistency across all touchpoints. This will show that you're proactive and ready to hit the ground running.
✨Showcase Your Team Leadership Skills
Be prepared to discuss your experience in leading and mentoring teams. Think of specific examples where you've successfully aligned team members with company goals or improved service delivery. This will demonstrate your capability to lead the Pod Support, Bookkeeping, and Payroll teams effectively.
✨Highlight Your Problem-Solving Abilities
Since the role involves overcoming challenges and simplifying processes, come armed with examples of how you've tackled complex issues in a fast-paced environment. This will illustrate your strong personal drive for ensuring client success and your ability to think on your feet.
✨Communicate Clearly and Confidently
Strong communication skills are key for this role. Practice articulating your thoughts clearly and confidently, especially when discussing your past experiences. Remember, you'll need to engage with clients and internal teams alike, so showcasing your interpersonal skills during the interview is crucial.
