Client services team leader - united kingdom, bromsgrove, worcestershire

client services team leader

competitive salary + 2% bonus

bromsgrove b60 4dj

full time

reporting to the head of operations, you will be responsible for managing & supporting a busy client services team forming part of a wider department managing the clients journey, from current/new business through to completed work. working with the wider business to achieve a high level of h&s compliance utilising our bespoke web-based property risk management system, meridian.

integrity

lead by example, demonstrating to the business, colleagues and clients that integrity is a key value.

client centric

ensure clients are at the forefront of what we do and providing best in class service that keeps clients legally compliant, while adding value wherever possible.

innovative

demonstrate the innovative approach we take throughout all working activities. look for ways in which we can further grow the business, provide enhanced support and value for clients, and set ourselves apart from competitors.

quality

from day-to-day activities through to strategic projects and implementation, ensure the quality of our work never faulters. ensure every interaction, internally and externally, reflects the high-quality consultants we employ, and take pride in the exemplary service we can provide. ensure ongoing compliance with all quality accreditations we have achieved and continue to maintain.

key activities

drive the team performance to improve both qualitative and quantitative outputs
promoting and where possible identifying opportunities to improve our excellent service standards.
develop, implement, monitor and support kpi reporting ensuring team members are providing daily focus to key sla’s & kpi’s to drive business efficiency.
understanding and working in accordance with clients’ current practice and policy standards, having regard to client protocols and any guidance issued by individual account directors or technical account managers.
maintaining good communications with the head of operations, client services team, document production team, technical account managers and account directors.
organise, plan and manage, as a minimum, monthly 1-21’s with all scheduling team members showing specific objectives and development needs that are supported and tracked regularly.
through role model behaviours live the businesses vision and values.
attend monthly operational meetings as required
work with peers across the business operations team to provide regular updates to the consultancy director / service directors as appropriate, regarding their field teams in respect of kpi performance and general operational activities / matters
support the onboarding process with the new starters ensuring they have an active plan with specific instructions and timelines
confidence and ability to deputise for head of operations when required

personal attributes

professional, suitably qualified, competent, and knowledgeable.
organised and punctual individual with sound work ethics.
honest, trustworthy and able to work with integrity.
customer focused with excellent communication skills - listening, speaking and writing – able to build relationships with both clients and colleagues.
ability to work on own initiative and pro-active approach to problem solving.

essential criteria

knowledge of client service management and risk assessment activities.
previous experience in a management role in a client/customer service operation.
proficient it skills.
good interpersonal skills.
comfortable when dealing with clients both by telephone and email in a friendly, professional manner

desirable

degree standard of education to include english
lean accreditation of 1a, 1b or 1c.

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