Client Services Group Leader

2 months ago

Burgess Hill, West Sussex, United Kingdom CAE Full time

Job Summary

The Client Services Group Leader will lead and guide our Client Services team to ensure a resolute commitment to the overall Client experience. This role is responsible for leading, guiding, and supporting the team to deliver exceptional client service and support.

Key Responsibilities

  • Lead the Client Services team to consistently exceed client expectations through superior service levels.
  • Monitor survey results via the Qualtrics system, assign cases, and provide data as required. Identify opportunities for improvement to enhance Client experience derived from survey data and suggestions.
  • Provide on-site client assistance to resolve problems and handle complaints in a manner that ensures good customer relations with emphasis on client retention.
  • Manage the relationship with CAE's Travel Partner to ensure clients are provided with high-quality, good-value travel and accommodation options.

Requirements

  • Brings similar experience from a previous role in a busy, operational environment.
  • Has experience in developing and guiding a team.
  • Has excellent communication, presentation, and interpersonal skills.
  • Has the ability to execute and deliver on plans and drive cultural change.
  • Brings experience in identifying optimal customer solutions.
  • Has cultural understanding and awareness.
  • Is confident, well-spoken, and has the ability to capture customers' attention by utilizing superior negotiation and persuasive skills.

What We Offer

  • Attractive benefits, including a flexible holiday policy and flexi-time scheme.
  • Private health insurance (BUPA).
  • Healthcare cash plan.
  • Pension scheme.
  • Life Assurance & more.

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