Head of Client Central Services

Irwin Mitchell; Birmingham; On-site; GBP 70,000 - 100,000; Full time

Job summary

Irwin Mitchell is seeking a Head of Client Central Services to drive client contact and transactional services, ensuring exceptional client experiences. The role involves strategic leadership and operational management across teams responsible for client billing, compliance, and service delivery in a fast-paced legal environment, focusing on continuous improvement and innovation.

Benefits

28 days holiday plus bank holidays

Flexible pension schemes

Recognition as one of the Best Workplaces for Wellbeing 2024

Volunteering days

Westfield Health membership

Well-being initiatives

Flexible working options

Qualifications

• Experience in the legal sector with knowledge of industry regulations.
• Strong data analysis and performance metrics skills.
• Experience managing large-scale client activities and strategic change.

Responsibilities

• Develop and execute client central services strategy.
• Oversee end-to-end client contact processes.
• Manage all contact centre teams to meet KPIs.

Skills

Data analysis

Stakeholder management

Leadership

Client experience

Tools

Business management software

Job description

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Head of Client Central Services, Birmingham

Location: Birmingham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 1fb191ad5516

Job Views: 13

Posted: 22.06.2025

Expiry Date: 06.08.2025

Job Description:

Your Role and What You'll Be Doing

The Head of Client Central Services is a senior leadership role dedicated to enabling exceptional client contact and transactional services to achieve efficiency and cost savings. Your role is pivotal in delivering the group's client financial billing activities and ensuring the contact strategy drives seamless client interactions and adds value to the overall client experience.

As the Head of Central Client Services, you will work closely with the Client Experience & Operations leadership team to leverage synergies across the client lifecycle, delivering value-driven solutions that enhance the overall client experience.

Leadership

• Develop and execute client central services strategy to ensure exceptional results by the client funding, contact, billing, and legal helpline teams.
• Inspire confidence in client billing activities and establish best practices.
• Ensure IM embraces new practices and technologies for continuous improvement and innovation.
• Develop and lead the centralisation strategy across the LLP and Group.
• Motivate teams, oversee recruitment, training, and mentoring.
• Collaborate with stakeholders on business development and growth plans.

Client Experience

• Oversee end-to-end client contact processes to enhance experience, ensuring quality and regulatory compliance.
• Promote continuous improvement within service teams.
• Ensure capabilities match the volume and nature of work.
• Implement new tools and technologies for cost-effective operations, including telephony, virtual agents, AI, and CRM development.

Stakeholder Management

• Build and maintain strong relationships with stakeholders to align operations with strategic goals.
• Establish credibility and foster a high-performance culture.
• Influence at the executive level to support service delivery, centralisation, and transformation.

Delivery of High-Volume, Transactional Services

• Support client-facing teams and wider Client Experience & Operations functions.
• Streamline client activities to improve lead times and standardise outputs.
• Centralise client funding processes for all LLP clients.
• Ensure adherence to policies and timelines for service reliability and client trust.

Operational Performance Leadership

• Manage all contact centre teams to meet or exceed KPIs in a 24/7 environment.
• Manage client funding processes for new LLP clients.
• Identify opportunities to consolidate efforts and establish new capabilities.
• Enhance service quality and support across the centre.
• Continuously evaluate processes and tools for improvement.
• Implement strategies to optimise productivity and quality, including technology transformation.
• Establish and monitor performance metrics.
• Identify improvements to enhance performance and reduce costs.
• Collaborate on workforce management and forecasting.

Cross-Functional Collaboration

• Streamline support for client-facing teams and improve communication.
• Collaborate to improve client experience and reduce costs.
• Use data to guide decisions aligned with Group objectives.

Technology and Cultural Transformation

• Lead leadership transformation and technology adoption.
• Create and execute transformation plans with stakeholder buy-in.
• Act as a technology-driven leader, inspiring agile change.

Policy Compliance

• Ensure adherence to policies and regulations.
• Support Business Continuity and Disaster Recovery planning.
• Collaborate to review compliance risks.

About You

• Experience in the legal sector with knowledge of industry regulations.
• Strong data analysis and performance metrics skills, with business management software experience.
• Experience managing large-scale client activities and strategic change.
• Excellent stakeholder management and leadership skills.
• Client-centric mindset with a passion for client experience.
• Ability to optimise operational processes and implement new structures.
• Skilled in budgeting, procurement, and vendor management.

Benefits

• 28 days holiday plus bank holidays, with options to buy more.
• Flexible pension schemes.
• Volunteering days, Westfield Health membership, well-being initiatives, and flexible working options.
• Recognition as one of the Best Workplaces for Wellbeing 2024.

We are committed to diversity, inclusion, social responsibility, and environmental sustainability.