Head of Client Services

1 week ago


Darwen, United Kingdom Mulberry Recruitment Full time

**Head of Client Services / Head of Operations**

**Location : Darwen**

**Salary £45,000 - £50,000**

Duties

To ensure that the client services team are adhering to all processes and Service standards assigned to them.

To maintain, develop and implement change to our in-house computer system (Organise IT) in line with process improvements and ensures it completion and accuracy of data.

To ensure spot checks performances each are month in line with Service standards.

To deal with HR and or performance issues that arise within your team.

To be responsible for monthly 121s, midyear and annual reviews with direct reports.

To monitor and maximise the performance of your direct reports.

To be responsible for signing off annual leave ensuring there is adequate cover for the existing team.

To be responsible for managing absence and dealing with as appropriate.

Maintain own self development and where possible attend staff training arranged by Sales/Administration Team & recognise the need for training within own team.

Effective management of leavers within team.

Co-ordinate the team on any non-portfolio work streams.

Be prepared to work outside contracted hours if workloads and business requirements necessitate.

Undertake any additional work as and when required.

Attend internal and external meetings with Insurers and product training as required.

Attend meetings as and when required by the business.

Receiving complaints and escalating as appropriate.

Manage workloads including delegation of work to direct reports and their teams.

Provide technical support & guidance for team members.

Be an escalation point for the team and be on hand to support with client queries at all times.

Project management responsibilities as required.

Be responsible for process mapping, work flows & process improvement.

General Responsibilities

To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions.

To ensure compliance with local procedures, customer service standards and financial and Industry compliance regulations and legislations.

To undertake training in line with agreed objectives. Keep up to date with product and technical developments as required in this role.

To pro-actively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be an advocate for change



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