Head of Client Liaison – 5410

Clear IT Recruitment Limited; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A recruitment agency in Manchester is seeking a Head of Client Liaison to lead the Client Liaison team, ensuring high-quality client engagement and service delivery. The role involves setting strategies for client services, collaborating with sales, and fostering client partnerships. Candidates should have proven experience in client service operations and a strong focus on client advocacy. Hybrid working arrangements are available.

Qualifications

• Proven experience of leading client service operations.
• Experience of leading a team of client relationship managers.
• Evidence of acting as strong client advocate.

Responsibilities

• Lead the Client Liaison team for post-sale engagement.
• Set strategy for client journey and service provision.
• Own end to end client engagement processes.

Skills

Leading client service operations

Developing successful client partnerships

Obsessive client focus

Job description

Our client is seeking a Head of Client Liaison to be based in their Manchester office, with hybrid working.

Overview

Head of Client Liaison responsible for appointing and leading the Client Liaison team to drive day to day post sale operational engagement and support directly to clients, delivering a positive client experience and high quality of service, ensuring all KPIs are met or exceeded and that the company and brand values of the Group and its clients are represented and reinforced.

Key Responsibilities

• Appoint and lead the Client Liaison team to drive day to day post sale operational engagement and support directly to clients, delivering a positive client experience and high quality of service, ensuring all KPIs are met or exceeded and that the company and brand values of the Group and its clients are represented and reinforced.
• Set the strategy for the future development of the client journey and service provision.
• Provide input to new business development and review contracts, bids and tender content.
• Work collaboratively with the Sales team to understand required client commitments from the specification and tender response and communicate throughout Operations to ensure clarity from service commencement.
• Own end to end client engagement and associated processes, from pre-service commencement to onboarding and throughout the client lifecycle.
• Drive high performance client NPS scores and nurture successful partnerships for both new and existing clients to engender positive client referral and recommendation.
• Proactively propose proposition and process changes based on client experience and feedback and act as the client advocate.
• Lead and chair the Client Forum as part of Operations governance framework, anticipating the pipeline of future bids and new clients and monitoring delivery to client expectations.
• Work in strong collaborating with Client Delivery and Account Managers.
• Ensure the Client Liaison team delivers service in a compliant manner, consistent with FCA “treating customer fairly” guidelines as required, statutes and regulations.
• Establish a culture of performance and talent development, ensuring team capability in line with client requirements and supporting the ongoing development of client service colleagues at all levels.
• Deliver client services in line with agreed budget.
• Act as the ultimate point of escalation for any calls or complaints related to either client service performance or client practice.

Technical Competency Requirements

• Proven experience of leading client service operations and developing strong and successful client partnerships in support of future growth.
• Experience of leading a team of client relationship managers and related operational support functions through periods of growth, transition or change.
• Obsessive client focus and evidence of acting as strong client advocate and influencing positive client outcomes.

You will be required to undertake a DBS and CCJ check before starting your employment.

Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited.

Please Note: Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 3 working days please assume your application has been unsuccessful.

Contact / Further Information

Job Title: Head of Client Liaison - 5410
Job Reference: 5410

Contact: Start Rite Business Centre, Broadland Business Park, Peachman Way, Norwich, NR7 0WF