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For Companies At a Glance
- Tasks: Lead client operations, manage service delivery, and drive performance improvements.
- Company: Join a tech start-up focused on financial stability and independence.
- Benefits: Enjoy a competitive salary, bonuses, and opportunities for growth.
- Why this job: Be part of an exciting growth phase and make a real impact on customer experience.
- Qualifications: Experience in managing operations and improving customer service in dynamic environments.
- Other info: Travel required; ideal for those seeking a fast-paced, rewarding role.
The predicted salary is between 55000 - 65000 £ per year.
London (travel required) £65k to £75k p.a. + bonus + benefits
Exciting fast-paced role, working to oversee and drive performance and support the delivery of new products and services.
The Role
As Head of Client Operations, you will be responsible for the performance of service delivery partners, and managing performance against contracted outcomes and KPIs. Covering front line and support teams, customer services, billing, operations and complaints, your main responsibilities will include:
- Build and maintain strategic partnerships, assuring delivery against agreed outcomes
- Lead and manage the delivery of customer service strategy / customer contact strategy / channel offering
- Create a culture of performance improvement through the use of data and analytics
- Drive initiatives across the customer journey which deliver effectiveness and efficiency
- Support the delivery of new products and services to ensure they embed smoothly into the operation
- Oversight and assurance to supplier performance analytics / quality assurance / regulatory reporting
- Represent the customer to ensure effective management of customer engagement across all touchpoints
- Provide input to CS strategic communications and stakeholder activity
- Lead and develop the team to effectively deliver the CS strategy, building a high performing team
The Company
Our client is a technology-based start-up helping people achieve financial stability and independence. Now going through an exciting period of growth and development this is an exciting time to join them and help further develop company success.
The Person
As Head of Client Operations you will have experience managing onshore and offshore operations in a similar role, and evidence of success in developing, implementing and improving customer experience within a complex matrix environment. You will have the following skills / experience:
- Significant experience in managing contracted service providers to deliver against agreed outcomes
- Experience in operational customer service delivery (technical & managerial experience)
- A track record in process performance improvement / project and change management within a customer services environment
- Previously worked in fast-moving start-up environments.
If you wish to be considered for the role of Head of Client Operations, please forward your CV quoting reference 250564A.
Head of Client Operations employer: ThreePeople
Contact Detail:
ThreePeople Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Operations
✨Tip Number 1
Network with professionals in the client operations field, especially those who have experience in start-ups. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends in customer service strategies.
✨Tip Number 2
Familiarise yourself with the specific KPIs and performance metrics relevant to client operations. Understanding these will help you demonstrate your ability to manage and improve service delivery effectively during interviews.
✨Tip Number 3
Prepare examples of how you've successfully led teams in fast-paced environments. Highlight your experience in managing both onshore and offshore operations, as this will be crucial for the role.
✨Tip Number 4
Research the company’s current products and services, and think about how you can contribute to their growth. Being able to discuss specific ways you can support new product delivery will set you apart from other candidates.
We think you need these skills to ace Head of Client Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing operations, particularly in customer service delivery. Emphasise any achievements in performance improvement and project management that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the key responsibilities of the Head of Client Operations role. Discuss your experience with strategic partnerships and how you've successfully managed service delivery in previous roles.
Highlight Relevant Skills: In your application, clearly outline your skills in data analytics, team leadership, and customer engagement. Provide examples of how you've used these skills to drive performance improvements in past positions.
Showcase Your Start-Up Experience: If you have experience in fast-paced start-up environments, make sure to mention this prominently. Discuss how this experience has prepared you for the challenges of the Head of Client Operations role.
How to prepare for a job interview at ThreePeople
✨Showcase Your Leadership Skills
As a Head of Client Operations, you'll need to demonstrate your ability to lead and develop teams. Prepare examples of how you've successfully managed teams in the past, focusing on performance improvement and strategic delivery.
✨Highlight Your Experience with KPIs
Be ready to discuss your experience managing service delivery partners and how you've ensured they meet contracted outcomes and KPIs. Use specific metrics or achievements to illustrate your success in this area.
✨Demonstrate Your Analytical Skills
Since the role involves using data and analytics to drive performance improvements, prepare to discuss how you've used data to inform decisions and improve customer service strategies in previous roles.
✨Understand the Company’s Vision
Research the company and its products thoroughly. Be prepared to discuss how you can contribute to their growth and success, especially in terms of embedding new products and services into operations.
