Client Service Lead

3 weeks ago

Maidstone, United Kingdom Cloud21Limited Full time

**Job Title**: Client Services Lead

**Reports to**: Client Services Manager

**Salary**: £27,105 pa

**Cloud21 - Who we are**

Cloud21 is an enthusiastic and fast-growing IT Consultancy and Managed Service Provider with a reputable footprint in the Healthcare industry. We work with health care organisations to ensure that every digital transformation programme is successful in enabling health and care professionals to deliver the best possible care to their patients.

We are part of Tegria Services Group (one of the largest Healthcare IT service providers in USA) and x-tention Group (one of the largest Healthcare IT service providers in Europe). Across the groups we have over 4000 colleagues.

Our extensive portfolio of services and solutions has been developed in response to the needs of our clients across the NHS.   It is based on a combination of professional and managed services, consulting, software, and complex technological solutions.

**Job Purpose**

Cloud21 are recruiting for a Client Services Lead to support the newly formed Client Services Team (CST). The Client Services Team are the internal conduit between finance, recruitment, strategic and technical account managers. You will be responsible for the internal coordination of client projects, being the first port of call between our internal teams and clients for queries. In this role you will gain a better understanding of coordinating project delivery controls and processes and maintaining a good relationship with all of Cloud21’s clients.

As the company is embarking on a period of rapid growth it is becoming apparent that Cloud21 require a new way of working in order to ensure that the high expectations of our clients are maintained. This is an opportunity to join a dynamic team, who will act as the fount of knowledge for our clients, where innovative ideas are encouraged and rapid development possible.

You will be working with a friendly and dynamic team who are determined to ensure Cloud21 is the best it can be. This will require working on multiple tasks and projects with changing priorities so you will need to have strong inter-personal skills, excellent communication skills, an ability to think proactively and show initiative.

**Duties and Responsibilities**
- Supporting the processes and procedures for the function of a successful CST.
- Investigate any client issues that arise and working with our internal teams and externally to ensure they are resolved.
- Update and maintain the CRM system
- Supporting with all CST administration tasks.
- Leading on timesheet management and reporting, including managing user profiles and creating reports for the senior team.
- Supporting in the preparation for key project governance meetings including scheduling, timely preparation of support materials and status reporting.
- Leading on resource utilisation across programmes and projects.
- Overseeing the on-boarding and off-boarding of associates.
- Creating and updating reports for internal team reporting.
- Creating and updating reports for Client progress reviews.
- Supporting with project utilisation and tracking for CST Lead accounts.
- Attending meetings with Clients with onsite and offsite working where required.

**Knowledge, Skills, Experience Required**
- Good communication and listening skills.
- Good interpersonal communication skills with the ability to work within a team, demonstrate initiative and work to timescales with a flexible approach.
- Good awareness of business requirements and client expectations.
- Proficient in Excel with a willingness to learn new systems.
- Strong numerical skills with the ability to analyse data.
- High level of attention to detail.
- Experience working within the NHS preferred.

**Communications and Working Relationships**
- The Client Services Lead will report directly to the Client Services Manager.
- The Client Services Lead will liaise with directors and all staff within Cloud21 to ensure client services are delivered effectively.
- The Client Services Lead will liaise with key stakeholders - both internal & external - as required by the projects being delivered.
- The Client Services Lead will work closely with the Cloud21 operations team.

**Working at Cloud21**
- The key to our success is due to building the right teams and empowering them to do what they do best. Our reputation is important to us, and we recognise that protecting our ethos and culture will ensure we continue to succeed in the future.
- We do not work in silos, nor is our hierarchy traditional. We believe openness leads to better collaboration and enables us to better support one another.
- We value courage because it allows us to make difficult decisions. It pushes us to challenge the status quo, to strive to find a better way.
- We encourage you to be curious. Curiosity leads to discovery. Being curious enables us to solve problems in new ways. It promotes open mindedness and values diverse pers

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