Client Liaison Lead

**Client Liaison Lead**

**Dyce, Aberdeen or Montrose with hybrid working**

**£30,000**

**12 month FTC whcih could lead to an extension**

**Benefits include: 33 days holiday, healthcare plan and complimentary lunches**

My client is transforming workforce training across the world within the global energy sector and is a market leader provider of training, learning technology and simulation solutions. By using ground-breaking new technology, it delivers world-class, industry-focusedtraining solutions enhancing performance enabling people and companies to work smarter, safer, and more efficiently.

They are focused on allowing people to fulfil their potential, be better prepared and more confident in their job role to maximise their career opportunities. Ultimately, they want to make the energy industry safer, smarter and more efficient through bettertraining.

**Job Overview**

The Client Liaison Lead role is customer-facing. Day to day duties typically involve overseeing a range of activities within the Training and Compliance Management (TMS) function to facilitate the delivery of superior services to the clients. One of thekey responsibilities is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client services.

**Responsibilities**

Service Management
- Ensuring that systems, procedures, and methodologies that are in place are followed by the function to support outstanding service delivery.
- Taking ownership as delegated by TMS Manager and Clients Training Business Partner for any critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders.
- Developing a deep understanding of clients / projects to gain insights into the scope of service delivery.
- Supporting the TMS Manager and Clients Training Business Partner for service delivery performance
- Support the business and function in analysing internal and external processes and creating strategies for service delivery optimization.

Performance and Quality Management
- Support the Clients Training Business Partner by recommending methods of improvement and seeing that actions are implemented on time for service delivery improvements/ upgrades
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
- Update internal client web pages fresh and informative
- Liaise with Client Technical Authorities (TA’s) and key HSE Personnel in setting up, coordinating builds, updating materials, coordinating related trainings.
- Any adhoc projects and tasks to be managed at the client’s request.

Technical Capabilities
- Supporting the Client with system improvements, trouble shooting, and investigating activities as required
- Matrix management and creation.
- Use of systems, Microsoft tools, apps and services such as excel, teams, word, one drive, outlook, PowerPoint, SharePoint etc.
- Assist in the creation and management of client managed event sessions within their internal learning management system.

Meeting Support
- Providing the necessary support for monthly meetings and ensuring the ready availability of meeting resources, such as presentation software, slide packs and data.
- Assist with compliance systems to provide accurate client reporting.
- Attend weekly and monthly meetings.

**Person Specification**
- Proven success in a previous similar role using a TMS
- Knowledge and track record of managing teams in a fast-paced environment with multiple & differing stakeholder KPI’s
- Knowledge of training service operations
- Experience of managing similar sized teams in a fast paced and every changing environment in leading both physical and virtual teams
- Oil and Gas Operator experience
- Strong client / account management skills
- Experience in managing and coaching teams
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service deliver