Client Support Team Leader

4 weeks ago

Fleet, United Kingdom CV Library Full time

At CV-Library we have a clear vision. We want to help the world to work by matching job seekers and businesses on the global platform they need to succeed.

We are guided by our mission to help people find jobs and develop their careers and we help businesses find the talent they need to reach their goals. We also live by this mission when it comes to our own teams, as we hire top talent and develop our best people to maximise their potential across the CV-Library group.  

These guiding principles and the work they inspire make us who we are We have a fun and vibrant culture where results are expected, recognised, and rewarded. 

We are currently looking for a client-centric and enthusiastic Client Support Team leader to join our team.

What your day will look like

  • Leading Senior Client Service Executives who are responsible for our top tier client base, the Client Support Team Leader will lead and develop a high-performing team, driving service quality, account growth and account retention.
  • You will be responsible for a portfolio of client accounts.
  • Supporting your client accounts to ensure they are getting the best from their job postings, optimising their products to the fullest of their potential and making sure their job postings reach the greatest audience, with the best candidates to fill their roles.
  • Utilise data-driven insights to support their customers in optimising the postings, products and proactively recommend solutions to enhance their experience and outcomes.
  • Be a true subject matter expert, cultivating strong client relationships, understanding their goals and challenges, and ensuring they always see CV-Library as their number one job board platform.
  • Supporting our sales teams in enabling them to grow and retain accounts.
  • Hold regular performance reviews with key accounts and visit clients onsite periodically for training, to promote new product updates and features, and to strengthen client relationships.
  • Manage client queries, concerns confidently and effectively dealing with any issues, and taking ownership of issues through to resolution.
  • Leading a team of client service executives, ensuring they provide the best client care to our top 500 customers.
  • Training and developing them in processes and procedure to ensure they can resolve customer queries and concerns.
  • Monitor key performance indicators (KPIs) for the team and assess team and individual performance regularly and drive excellence across the teams to achieve and excel against KPI’s.
  • Conduct regular 1-2-1’s, reviews, and implement personal development plans for staff to reach their full potential.
  • Create and deliver training programs for team members to handle client inquiries effectively and accurately, addressing skills gaps as needed.

Requirements

  • Relevant experience as a team leader within a B2B Client Success or account management environment. You will need to demonstrate your ability to provide excellent customer care.
  • Will be comfortable with data and using data and able to present insights back to customers clearly.
  • Strong experience leading a team, developing teams, holding 1-2-1 and identifying training and development gaps.
  • Experience within the recruitment industry or a background in a SaaS business would be beneficial.
  • Commercially minded with demonstrable experience of account growth or retention.
  • Customer centric with commercial mindset to identify opportunities to add value and provide outstanding customer service to our clients.
  • Good IT skills using MS Office programs, email, and CRM systems.
  • Excellent communication skills (verbal and written)
  • Motivated and target driven with a desire to help others meet targets and develop their skills.
  • Previous experience in working within a fast paced and ever-changing customer service environment.

Benefits

  • Competitive basic salary with fantastic additional incentives
  • 25 days annual leave, plus additional days for length of service and your birthday
  • Regular team and company social events, including annual Christmas and Summer parties.
  • Life Insurance and Company Pension
  • Employee Assistance Programme (Mental Health & Well-being support)
  • Be part of a great company culture and friendly work environment
  • Staff Gift Shop

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.  

Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.

Due to the regular onsite requirement for this role, it would be most suitable for UK based candidates. All applicants must already hold the Right to Work in the UK.

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