Head of Client Operations

AVK-SEG; Maidstone; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading company in client operations seeks an experienced Head of Client Operations to enhance service delivery and client satisfaction. This role requires a proven track record in operational excellence, leadership skills, and experience in high-growth environments. You will lead a team, drive strategy, and ensure alignment between client needs and business objectives, with a significant focus on data-driven decision-making.

Benefits

Private Health Insurance

Performance Bonus

25 days annual leave + bank holidays

Birthday Off

Pension Plan

Hybrid working / Flexible working

Qualifications

• Proven track record in client-facing operational roles.
• Strong leadership in high-growth environments.
• Familiarity with multi-regional operations is advantageous.

Responsibilities

• Lead the Client Operations team to enhance service delivery.
• Oversee client onboarding, ensuring seamless transitions.
• Design and implement processes to improve client satisfaction.

Skills

Operational Excellence

Leadership

Problem-Solving

Project Management

Communication

Interpersonal Skills

Data Analysis

Customer-Centric Mindset

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
  
  

Requirements

• 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
  
  

Benefits

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