Head of Client Central Services

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Job Title: Head of Client Central Services, Birmingham

Location: Birmingham, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Details

Reference: 1fb191ad5516

Views: 5

Posted: 24.04.2025

Expiry Date: 08.06.2025

Job Description

Your Role and Responsibilities

The Head of Client Central Services is a senior leadership role focused on delivering exceptional client contact and transactional services to improve efficiency and reduce costs. You will oversee client financial billing activities and ensure contact strategies enhance client interactions and overall experience.

You will work closely with the Client Experience & Operations leadership team to leverage synergies across the client lifecycle, delivering value-driven solutions.

Leadership

• Develop and execute strategies for client funding, contact, billing, and legal helpline teams.
• Promote best practices and innovation in client billing activities.
• Lead the centralisation strategy and motivate teams through recruitment, training, and mentoring.
• Collaborate on business development and growth initiatives.

Client Experience

• Oversee end-to-end client contact processes, ensuring quality and regulatory compliance.
• Implement new tools and technologies to improve operations, including telephony, AI, and CRM systems.

Stakeholder Management

• Build strong relationships with internal and external stakeholders.
• Foster a high-performance culture and influence at the executive level.

Operational Performance

• Manage contact centre teams to meet KPIs in a 24/7 environment.
• Optimize operational processes and technology transformation.

Process Improvements & Transformation

• Simplify processes and enhance communication across functions.
• Lead technology-driven cultural change and transformation initiatives.

Policy Compliance

• Ensure adherence to policies and legislative regulations.
• Support risk management and business continuity planning.

About You

• Experience in the legal sector with knowledge of regulations and legislation.
• Strong skills in data analysis, performance metrics, and business management software.
• Proven leadership in managing large client-facing teams and strategic change.
• Excellent stakeholder management and interpersonal skills.
• Client-centric mindset and ability to optimize operational processes.

Benefits

• Standard 28 days holidays plus options to buy more.
• Flexible pension schemes and volunteering days.
• Well-being initiatives, including mental health support and hybrid working options.
• Recognition as a Best Workplace for Wellbeing 2024.

Our organization is committed to diversity, inclusion, social responsibility, and environmental sustainability, fostering a workplace where all colleagues can thrive.