Head of Client Services

What the role is

The Head of Client Services is responsible for leading the end-to-end client service function, bringing together Onboarding, Contracts and Customer Service under one clear and consistent client journey.
The role will ensure that clients receive a high-quality, efficient and professional experience from the point they choose to work with us, through onboarding and contracting, and throughout their ongoing relationship with the business.
As an internal leadership role, the Head of Client Services will provide clear direction to the team, improve collaboration and accountability, establish consistent service standards, and continuously improve the processes, systems and ways of working that underpin the client experience.
A key objective of the role is to balance an excellent client experience with operational efficiency, accuracy, compliance and the commercial needs of the business.

Role Responsibilities:Leadership & People Management 

• Create a strong, collaborative Client Services function with shared objectives and clear accountability.
• Coach and develop team managers and team members, supporting progression and succession planning.
• Ensure appropriate resource and capacity planning across the function.
• Build a culture focused on ownership, responsivene