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Head of Client Liaison

1 month ago

Manchester, United Kingdom Bristow and Sutor Group Full time

About Bristow and Sutor Group

We are a leading debt recovery enforcement sector company with over 40 years of experience, supporting hundreds of local authorities and Transport for London. Our strong UK team employs 500 people across the country, and we are committed to fostering a culture where everyone has the opportunity to do meaningful work and be recognized and rewarded for their efforts.

Role Purpose

The Group Head of Client Liaison will contribute to the overall performance of Operations through their functional leadership and contribution as a member of the Operational Leadership Team. They will also participate in the performance of the Group as a member of the broader leadership team.

Key Responsibilities

  • Appoint and lead the Client Liaison team to drive day-to-day post-sale operational engagement and support directly to clients, delivering a positive client experience and high-quality service.
  • Set the strategy for the future development of the client journey and service provision, staying abreast of new best practice approaches and technology as well as the competition and broader market/industry.
  • Provide input to new business development and review contracts, bids, and tender content to ensure B&S Group is represented in a compelling way and that our value proposition is appropriately storyboarded for Operations to support a winning submission.
  • Work collaboratively with the Sales team to understand required client commitments from the specification and tender response and communicate throughout Operations to ensure clarity from service commencement.
  • Own end-to-end client engagement and associated processes, from pre-service commencement to onboarding and throughout the client lifecycle, managing all client liaison on behalf of Operations from client portal training and client enquiries to delivery of MI and reporting.
  • Drive high-performance client NPS scores and nurture successful partnerships for both new and existing clients to engender positive client referral and recommendation.
  • Act as Operations sponsor and own the client set-up and onboarding systems and tools and any client-facing portal, determining future priorities and requirements on behalf of Operations, ensuring that these meet or exceed client and operational requirements.
  • Proactively propose proposition and process changes based on client experience and feedback and act as the client advocate, using insight gained directly from clients, client satisfaction surveys, and suggestions from the team and wider Operations colleagues, to champion change to enhance the client experience.
  • Lead and chair the Client Forum as part of Operations governance framework, anticipating the pipeline of future bids and new clients and monitoring delivery to client expectations.
  • Work in strong collaboration with Client Delivery and Account Managers, alerting to any potential issues in advance of client meetings and fielding/coordinating any issues which may emerge on behalf of Operations.
  • Ensure the Client Liaison team delivers service in a compliant manner, consistent with FCA "treating customer fairly" guidelines as required, statutes, and regulations, B&S Group policies, procedures, and processes, and in line with GDPR requirements.
  • Lead, inspire, motivate, and coach the Client Liaison team and wider team to foster engagement amongst colleagues at all levels.
  • Establish a culture of performance and talent development, ensuring team capability in line with client requirements and supporting the ongoing development of client service colleagues at all levels, through successful deployment of the quality management system, management framework, competency framework, and career pathways.
  • Deliver client services in line with agreed budget.
  • Act as the ultimate point of escalation for any calls or complaints related to either client service performance or client practice.

Requirements

  • Proven experience of leading client service operations and developing strong and successful client partnerships in support of future growth.
  • Experience of leading a team of client relationship managers and related operational support functions through periods of growth, transition, or change.
  • Obsessive client focus and evidence of acting as a strong client advocate and influencing positive client outcomes.
  • Excellent leadership and communications skills to lead and motivate a changing and demanding service operation.
  • Ability to be hands-on when required with a pragmatic outlook, knowledge of what good looks like in client engagement and partnership, and motivation to take us on the journey to get us there.
  • Commercial, client, and colleague-focused, inspirational leader with an ability to flex between a strategic and operational/tactical focus.
  • Drive to put the client first, strive for continuous improvement, and achieve great client and business outcomes.
  • Sound analytical skills with the ability to convert complex data into a tactical action plan.
  • Inclusive and collaborative approach.
  • High energy, positive attitude, flexible, and adaptable.

Benefits

  • Basic Salary of up to £70,000 per annum plus discretionary bonus.
  • Company pension plan.
  • Company Life Assurance Plan.
  • 25 days paid annual leave plus Bank Holidays.
  • Cash Plan.
  • Private Medical Insurance.
  • On-Site Car Park.

Contract

Full-time, permanent, directly employed (PAYE).

The successful applicant would be required to undertake a DBS and CCJ check before an offer of employment is made.

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected, and built upon, attracts and retains a workforce based on merit and ability, and is reflective of the communities it is part of.