Head of Client Services
Reporting to the Customer Experience Director, the Head of Client Services will inspire a culture of client service excellence and continuous process improvement, engaging team members and managing change.
The Head of Client Services will be responsible for the day-to-day running of the department, creating and implementing resource planning to ensure the service across multiple teams meets the required standards.
They will need the ability to analyse metrics, interpret into KPI's & drive change to deliver improvements to the service provided to tm's clients.
Our team members are a critical part of tm's service delivery and the Head of Client Services will provide clear direction, coaching and ongoing development for team managers and team leaders to maximise the performance of individuals and teams.
A key part of the role will be to prepare the Client Services department for the expected growth through new product lines, structuring resource to support the changing needs of the business and taking ownership of implementation.
The Head of Client Services will work alongside the Customer Experience Director to improve the customer journey and actively contribute to driving business forward. They will be expected to represent Client Services externally with clients and in the business, developing strong working relationships with the wider management team and participating is companywide projects.
Strong people management and leadership skills with experience of managing teams to deliver service excellence
Outstanding communication skills with the ability to operate at all levels internally and externally
Experienced in effective change management, able to motivate, engage and challenge the status quo
Proven track record in a senior management role in contact centre/service environment with evidence of leading high performing teams
Experience of managing key stakeholder relationships, to improve service quality, while building trust and respect
Personal Qualities and Attributes
A passion for customer service with a hands on approach
Exceptional communication skills and a positive, can-do attitude
Approachable, listening to team members and encouraging sharing of ideas
Able to relay recommendations to senior management in structured and constructive manner
Understanding of how technology can enable and enhance customer service
Able to develop collaborative, yet constructive/challenging relationships
Self-motivated with the ability to work under pressure and deliver to deadlines
Willing to work, collaborate and contribute across the business, sharing knowledge and experience with peers