Head of Client Liaison

1 month ago

Manchester, United Kingdom CV-Library Full time

Job Title: Head of Client Liaison
Location: Manchester
Salary: Up to £70,000 DOE
Hours: Monday – Friday, 9am - 5pm (Hybrid)

About Us:
Our client is a leading company in the debt recovery enforcement sector, providing services to a wide range of clients including local authorities and transport organisations across the UK. 

Role Purpose:
As the Head of Client Liaison, you will be an integral part of the Operational Leadership Team, contributing to the strategic direction of the business and driving the performance of their client services function. You will be responsible for creating and leading a high-performing team that delivers exceptional post-sale engagement and ensures that client expectations are met or exceeded. Additionally, you will chair the Client Forum and act as a key governance figure in our operations.

Key Responsibilities of a Head of Client Liaison:

Appoint, develop, and lead a team dedicated to driving post-sale operational engagement, delivering an outstanding client experience, and ensuring service quality aligns with business goals and client expectations.
Set and execute the strategy for future client journey improvements, staying current with industry trends, best practices, and technology to enhance our service offering and maintain market competitiveness.
Collaborate with the Sales team to review contracts, bids, and tenders, ensuring our value proposition is compelling and deliverable. Support implementation plans for new services and features.
Oversee end-to-end client engagement, from onboarding to the full client lifecycle. Ensure a proactive, responsive, and positive experience across all client interactions.
Drive high client satisfaction scores and develop action plans to address feedback. Foster strong, long-term relationships that encourage client referrals and positive recommendations.
Champion process improvements and service enhancements based on client feedback and operational insight. 
Chair the Client Forum, ensuring alignment between business functions and client expectations.
Ensure that all client service delivery is compliant with FCA guidelines, GDPR regulations, and internal policies.
Lead, motivate, and coach the Client Liaison team, cultivating a culture of high performance and talent development. 
Ensure client services are delivered within budget and that any cost efficiencies are identified and realised.
Act as the ultimate point of escalation for any client service issues or complaints, ensuring timely and effective resolution.Skills & Experience as a Head of Client Liaison:

Extensive experience leading client service teams, with a strong track record of developing successful client relationships and driving growth.
A relentless client advocate with experience influencing positive outcomes and improving client satisfaction.
Demonstrated ability to lead teams through periods of growth, transition, or change, adapting to new challenges and opportunities.
Ability to balance strategic thinking with hands-on operational management, ensuring that day-to-day execution aligns with long-term goals.
Strong ability to analyse complex data and convert it into actionable plans to improve performance.
Excellent communication skills, able to lead and motivate teams while building strong relationships with clients and senior stakeholders.
A collaborative approach, with the ability to engage and inspire teams at all levels.
High energy, positive attitude, and adaptability in a fast-paced, client-focused environment.Benefits as a Head of Client Liaison:

Competitive salary of up to £70,000 per annum, plus a discretionary bonus
Company Pension Plan
Life Assurance Plan
25 days annual leave, plus Bank Holidays
Private Medical Insurance
Cash Plan
On-site Car ParkIf you are a motivated, client-focused leader with a proven ability to drive operational excellence and client satisfaction, we would love to hear from you

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