Head of Client Services Centre Lead

2 weeks ago


Milton Keynes, Milton Keynes, United Kingdom BSI Full time
About the Role

This senior leadership position is responsible for overseeing the Client Services Centre in the UK and Ireland, ensuring optimal operational efficiency and effective task distribution to achieve business goals.

The ideal candidate will have a strong background in managing a collaborative team, with experience in managing a team of circa 100 people. They will be responsible for planning and forecasting, resource allocation, and ensuring compliance with operational and administrative procedures.

Key Responsibilities:

  • Develop and implement strategic plans to optimize operational efficiency and achieve business objectives.
  • Manage a team of Client Managers and external resources to ensure effective task distribution and delivery.
  • Proactively manage the team to achieve delivery targets, uphold compliance, and enhance client experience.
  • Identify and implement succession plans, manage recruitment, onboarding, and maintain team headcounts.
  • Monitor customer satisfaction, address client issues, and enhance client experience.

Requirements:

  • Demonstrable leadership experience with a strong operational and contact centre background.
  • Strong knowledge of budgetary and forecasting processes.
  • Commercial experience with the ability to focus on current and future strategic priorities.
  • Ability to coach, train, and develop talented individuals.

About BSI:

BSI is a global partner for 86,000 companies and organizations in over 193 countries, offering development, auditing, certification, and training services. We are committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate.

We offer a competitive total reward package, flexible working hours, ongoing training and development, and a wide range of benefits that you can tailor to suit your lifestyle.



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