See more Collapse

Head of Client Services

1 month ago

Stockport, United Kingdom O'Neill Patient Solicitors LLP Full time

ONP Group are looking for a Head of Client Services to manage a growing Client Services function on a 12 month FTC basis.

These functions support our Case Managers with the end-to-end client relationships, ensuring we set the right expectations at new business stage and provide the right support and advice through our client relations channels.

Managing a team of advisors who provide case support to clients and brokers regarding their Remortgage or Sale/Purchase cases, the role will work closely with the operations teams to understand operational processes, ensuring that the client services functions are aligned to the operational ways of working, as well as supporting the client relationship managed by the Case Managers to provide a first-class service to our clients.

Working as a member of the Digital & Marketing Team, the role will manage key board stakeholders and support the Operations Leadership team and Partnerships strategy.

**Key Responsibilities**:

- Work with the Chief Digital Officer to define the required Client Service levels and ensure the Client Relations department is set up to achieve these.
- Work with the Chief Digital Officer to define the direct New Business channels and management of inbound Leads and optimal lead conversion.
- Manage Key Stakeholders, primarily CDO and COO, with the Client Services operations and how the result in this function ultimately impacts Instructions, Service and Client Satisfaction.
- Be the Subject Matter Expert for Client Services, helping define the organisations approach to delivering exceptional client service in a personal way.
- Manage the teams of Client Relations and New Business advisors, via Managers & Team Leads to ensure clear objectives and performance goals for everyone across the function.
- Manage the New Business Bonus scheme to ensure the appropriate reward to New Business agents based on their targets and conversion.
- Manage the commercial opportunities of New Business, identifying new introducers for the ONP private channel and managing the relationships of existing introducers.
- Have a full understanding of the operations functions and how these are set up to deliver on Client Relationships and service through the end-to-end case management experience.
- Oversee the Capacity planning models for both areas to ensure the right number of agents are available to deal with the number of leads and support calls, considering seasonal spikes and holidays.
- Define and optimise the processes across New Business and Client Relations to ensure effective and efficient management of call volumes.
- Develop the Conveyancing Operations knowledge across the teams, helping to develop individuals who could progress into Conveyancing Case Manager careers.
- Develop visual reports, KPI scorecards, and dashboards to showcase easy to understand performance reports for Client Relations and New Business.
- Develop the Client Service strategy, considering the complementary use of telephony and digital channels to offer exceptional client service which retains a personal and trusted client relationship.
- Be the point of escalation for Support Queries that may require escalation to Complaints or require support from across the Operations leadership team.
- Support the development and implementation of policies and procedures that manage service and align with regulatory requirements.
- Lead and empower the team managers and leads to learn from Client Service insights and continually push the boundaries of great service, ensuring best practise delivery through all service channels.
- Work closely with the Change and Technology teams to develop Digital service channels that compliment the existing service and ensure ONP retain a personal and trusted relationship with our clients.

**Person Specification**
- Must have experience managing a contact centre team, with knowledge of contact centre systems, telephony & processes and the ability to evidence excellent people management skills.
- Proven ability in outbound Sales team, defining route to market, Lead management and conversions.
- Ideally have conveyancing knowledge from a law firm background, or transferable skills from financial services experience.
- Experience of identifying and promoting service improvements within an organisation.
- Ability to rapidly assimilate a range of complex information and make expert judgments.
- Remain calm and professional under pressure.
- Ability to be empathetic to deliver client needs.
- Ability to adapt to meet client and business needs.
- Excellent interpersonal skills with the Ability to demonstrate strong leadership and influencing skills.
- Superior attention to detail and excellent numerical skills.

We are an equal opportunities employer and we believe all employees should be treated fairly and equitably. The Company is committed to eliminating discrimination and promoting equality, diversity and inclusion in the workplace including within our Policies and Pr

We have other current jobs related to this field that you can find below

  • Head of Professional Services

    3 weeks ago

    Stockport, United Kingdom AvA-V Full time

    Negotiable salary up to £60,000 - fantastic company culture - Career development opportunities **LOCATION: Altrincham, Cheshire** **SALARY: Up to £60,000 (salary negotiable)** This is a **previous leadership experience** in the recruitment industry. Are you a natural **LEADER** who is **FORWARD-THINKING** and **DETERMINED** to achieve a common...

  • Head of Customer Experience

    2 weeks ago

    Stockport, Stockport, United Kingdom Bridge of Hope Full time

    Job Title: Head Of Customer experience & SafeguardingHours: Mon - Friday 37.5hrs (Must be flexible to work some evenings)Salary: upto £50,000p/a DOELocation: Stockport SK1Permanent Opportunity My Client is looking to recruit a new Head of Customer Experience and Safeguarding to work within established team and closely with the Executive team to ensure a...

  • Head of Customer Experience

    4 weeks ago

    Stockport, United Kingdom Bridge of Hope Full time

    ** Job Title: Head Of Customer experience & Safeguarding** **Hours: Mon - Friday 37.5hrs (Must be flexible to work some evenings)** **Salary: upto £50,000p/a DOE** **Location: Stockport SK1** **Permanent Opportunity** - My Client is looking to recruit a new Head of Customer Experience and Safeguarding to work within established team and closely with the...

  • Client Services

    2 weeks ago

    Stockport, United Kingdom FJ Ratchford Full time

    **Typical tasks and activities** - Taking and processing telephone orders - Looking after certain customer accounts - Calling new & existing customers - Order management & providing quotations - Handling customer queries - Building rapport and maintaining great working relationships - Up-selling & Cross-selling products - Promoting the...

  • Head of Sustainability

    4 weeks ago

    Stockport, United Kingdom MB Group Full time

    **Our client is a leader in Printing, Marketing & Communications**, and following a significant business expansion is now recruiting and looking for a **Head of Sustainability, a work from home role with some visits to the office**. The role of the **Head of Sustainability **is to manage the sustainability proposition and client audit process to existing...

  • Head of Sustainability

    4 weeks ago

    Stockport, United Kingdom MB Group Full time

    Our client is a leader in Marketing, Communications & Printing, and following a significant business expansion is now recruiting and looking for a **Head of Sustainability, a hybrid role with work from home options**. The role of the **Head of Sustainability **is tomanage the sustainability proposition and client audit process to existing and new...

  • Head of Sustainability

    24 hours ago

    Stockport, United Kingdom MB Group Full time

    Our client is a leader in Marketing, Communications & Printing, and following a significant business expansion is now recruiting and looking for a **Head of Sustainability, a hybrid role with work from home options**. The role of the **Head of Sustainability **is tomanage the sustainability proposition and client audit process to existing and new...

  • Client Services Administrator

    1 month ago

    Stockport, United Kingdom The Talent Crowd Full time

    Are you a motivated and organised individual with experience within the administrative sector looking to further you career with a company that can offer ongoing training and development with a distinct path to progression and promotion?  If so this opportunity could be the one for you. We are seeking career driven individualsto join our Stockport based...

  • Head of Esg

    4 weeks ago

    Stockport, United Kingdom MB Group Full time

    Our client is a leader in Marketing, Communications & Printing, and following a significant business expansion is now recruiting and looking for a **Head of ESG, a work from home role with visits to the office.**. The role of the **Head of ESG **is to manage the sustainability proposition and client audit process to existing and new clients. Key...

  • Client Services Officer

    2 months ago

    Stockport, United Kingdom GW FINANCIAL SOLUTIONS Full time

    **JOB TITLE**:Personal Finance Manager/ Client Services Officer **Wage: Salary £21,000-£22,000 with on target bonus earning potential of £27,000 a year.** **DEPARTMENT**:Administration Team **REPORTING TO**:Department Manager **LOCATION**:Stockport/ Office based role **PURPOSE OF JOB** - Managing a portfolio of existing clients - Completing...

  • Client Services Advisor

    2 weeks ago

    Stockport, United Kingdom Edengreave Limited Full time

    **Client Relations Advisor - Stockport** **Duties: -** - Being the 1st point of contact speaking to clients providing a full professional service. - Answering a high level of incoming calls. - Outbound calls to discuss updates. - Pro-actively speaking to third parties. - Updating the management system with any notes and amend any details where necessary. -...

  • Client Services Administrator

    2 weeks ago

    Stockport, United Kingdom Bien Venue Ltd Full time

    An exciting opportunity has arisen at Bien Venue for a Client Services Assistant to join and support our small friendly team in Poynton. This isn't your average position, here at Bien Venue no two days are the same, and each day brings something different along with an element of fun and laughter! You will work closely with the events and finance department,...

  • Client Services Advisor

    2 weeks ago

    Stockport, United Kingdom Edengreave Limited Full time

    **Client Relations Advisor - Stockport** **Duties: -** - Being the 1st point of contact speaking to clients providing a full professional service. - Answering a high level of incoming calls. - Outbound calls to discuss updates. - Pro-actively speaking to third parties. - Updating the management system with any notes and amend any details where necessary. -...

  • Client Services Advisor

    3 weeks ago

    Stockport, United Kingdom Edengreave Limited Full time

    **Client Relations Advisor - Stockport** **Duties: -** - Being the 1st point of contact speaking to clients providing a full professional service. - Answering a high level of incoming calls. - Outbound calls to discuss updates. - Pro-actively speaking to third parties. - Updating the management system with any notes and amend any details where necessary. -...

  • Client Servicing Executive

    4 weeks ago

    Stockport, United Kingdom NextEra Group Ltd Full time

    **The Role**: The Role is primarily about managing client communications to provide a high-quality of customer service. Between handling enquiries via incoming calls, general administrative tasks, updating customer accounts and dealing with correspondence, the Advisor is in the front line of client communication. A professional understanding of what makes...

  • Area Visual Merchandiser

    1 week ago

    Stockport, United Kingdom Branded Head Office Full time

    We have a fantastic new role for a leading homeware company! The Wholesale Visual Merchandiser (VM) plays a crucial role in supporting Visual Merchandising efforts for brand partners and wholesale clients. They are responsible for visiting different locations to provide guidance, training and support in implementing Visual Merchandising standards aligned...

  • Client Services Administrator

    2 weeks ago

    Stockport, Stockport, United Kingdom Bien Venue Ltd Full time

    An exciting opportunity has arisen at Bien Venue for a Client Services Assistant to join and support our small friendly team in Poynton. This isn't your average position, here at Bien Venue no two days are the same, and each day brings something different along with an element of fun and laughter You will work closely with the events and finance department,...

  • Full Stack Developer

    4 weeks ago

    Stockport, Stockport, United Kingdom Client Full time

    Full Stack Developer Stockport - Hybrid working, 1 day a week on site £60,000 to £70,000 + Bonus & BenefitsExcellent opportunity for a Software Engineer with Angular, React & skills to join a leading software house in a highly varied and interesting role where you can upskill and progress your career.Through growth & expansion, this growing software...

  • Client Services Advisor

    2 weeks ago

    Stockport, Stockport, United Kingdom Edengreave Limited Full time

    Client Relations Advisor - StockportDuties: - Being the 1st point of contact speaking to clients providing a full professional service. Answering a high level of incoming calls. Outbound calls to discuss updates. Proactively speaking to third parties. Updating the management system with any notes and amend any details where necessary. General administration...

  • Full Stack Developer

    4 weeks ago

    Stockport, United Kingdom Client Full time

    Full Stack Developer Stockport - Hybrid working, 1 day a week on site £60,000 to £70,000 + Bonus & BenefitsExcellent opportunity for a Software Engineer with Angular, React & Node.js skills to join a leading software house in a highly varied and interesting role where you can upskill and progress your career.Through growth & expansion, this growing...