Head of Client Operations

AVK-SEG Ltd; Maidenhead; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

AVK-SEG Ltd is seeking an experienced Head of Client Operations to lead the client service delivery team. The role involves ensuring client satisfaction through effective onboarding processes, operational excellence, and collaboration across teams while offering hybrid and flexible working conditions.

Benefits

Private Health Insurance

Performance Bonus

25 days annual leave + bank holidays

Birthday Off

Pension Plan

Flexible working

Qualifications

• Proven track record in a client-facing operational role.
• Experience leading teams and managing client operations.
• Strong analytical skills and data-driven decision-making.

Responsibilities

• Lead and manage the Client Operations team.
• Oversee client onboarding and service delivery processes.
• Design and implement processes to enhance client satisfaction.

Skills

Operational Excellence

Leadership

Problem-Solving

Communication

Project Management

Tools

CRM platforms

Customer support tools

Performance analytics

Job description

We are seeking an experienced and strategic Head of Client Operations to lead and enhance our end-to-end client service delivery. This role will oversee the sales, contract onboarding process, service delivery teams, client support, and operational processes that impact customer satisfaction and retention. You will be a key driver in aligning our operational capabilities with business goals, ensuring scalable, efficient, and client-centric service. This role will involve extensive travel across UK and Europe to other AVK offices and Client sites.

Key Responsibilities:

• Operational Leadership: Lead and manage the Client Operations team, including sales, client onboarding, account management operations and scheduling functions.
• Client Onboarding & Delivery: Oversee the client onboarding process, ensuring seamless transitions from sales to service. Continuously optimise onboarding workflows for speed, consistency, and satisfaction.
• Process Optimisation: Design and implement operational processes, policies, and standards to improve client experience, reduce churn, and ensure service-level compliance.
• Cross-functional Collaboration: Partner closely with wider AVK stakeholders to ensure alignment on client needs, service expectations, and business priorities.
• Client Satisfaction & Retention: Monitor and improve client satisfaction metrics, identify pain points, and work cross-functionally to drive retention strategies and value based propositions.
• Data-Driven Decisions: Analyse operational data and performance metrics to drive continuous improvement and make informed strategic decisions.
• Team Development: Build and lead a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity.

• Proven track record of driving operational excellence in a client-facing environment.
• Strong leadership and team management skills.
• Exceptional problem-solving, process development, and project management abilities.
• Excellent communication and interpersonal skills, with a client-first mindset.
• Familiarity with CRM platforms, customer support tools, and performance analytics.
• Experience in a high-growth, fast-paced industry.
• Familiarity with customer success frameworks and operations scaling.
• International or multi-regional client operations experience is a plus.

• Private Health Insurance
• Performance Bonus
• 25 days annual leave + bank hols
• Birthday Off
• Pension Plan
• Hybrid working / Flexible working