Head of Client Engagement - Debt Recovery

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Head of Client Engagement - Debt Recovery

Department: Debt Recovery

Employment Type: Permanent - Full Time

Location: Derby, UK

Description

Flint Bishop is a leading UK law firm with a strong and growing Debt Services practice, advising major utility providers, commercial suppliers and B2B organisations across debt recovery, litigation and enforcement.

We are seeking an experienced Head of Client Engagement to play a pivotal role in shaping and managing our most strategic client relationships, while leading a high-performing client management and client services function based in Derby.

This role reports to the Head of Debt Services. and works onsite at our Derby office (with flexibility for client meetings and site visits) Monday to Friday 36.25 hours.

Key Responsibilities

This is a senior leadership role with responsibility for direct client ownership, commercial growth, and team leadership. The successful candidate will act as a trusted senior contact for key clients, driving engagement, identifying opportunities to grow and evolve services, and ensuring consistently high standards of delivery across our debt recovery, litigation and enforcement offerings.

Key responsibilities include:

• Direct management of a portfolio of Flint Bishop's most strategic and complex client relationships.
• Overall leadership and line management of the Client Management and Client Services teams supporting the Debt Services practice.
• Acting as a senior escalation point for clients, ensuring issues are resolved promptly, professionally and constructively.
• Proactively identifying opportunities to deepen and grow client relationships, including spotting unmet needs and emerging trends within client portfolios.
• Leading the development and evolution of products and services to meet client requirements, working closely with legal, operational and compliance teams.
• Promoting opportunities across the wider firm, ensuring clients benefit from Flint Bishop's full range of legal services and expertise.
• Supporting new business development activities, tenders and client onboarding, particularly within utilities (B2C and B2B) and commercial supply chain (B2B) sectors.
• Working collaboratively with partners and senior stakeholders to cross-sell services and develop joined-up client solutions.
• Using MI and client feedback to identify service improvements, growth opportunities and risk across the client base.
• Embedding a strong, client-centric culture within the team, balancing commercial objectives with regulatory, conduct and customer care expectations.

Skills, Knowledge and Expertise

You will be able to demonstrate:

• Significant experience managing strategic client relationships, ideally within debt recovery, litigation, enforcement, utilities or other regulated sectors.
• Proven experience leading, motivating and developing client management and client services teams.
• A strong commercial mindset, with experience identifying, developing and delivering growth opportunities within existing client accounts.
• The ability to translate client needs into practical product or service development.
• Excellent stakeholder management skills, with credibility at senior client, partner and internal leadership level.
• A structured, data-driven approach to service performance, client reporting and continuous improvement.
• The ability to operate calmly and effectively in complex or high-pressure environments.
• A legal qualification is not essential; however, experience working closely with legal and operational delivery teams in a regulated environment is important.

Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.

Benefits

What we offer?

• Competitive salary
• Bonus potential
• Free parking
• Great working environment at our Derby head offices
• Career Development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week's holiday
• 1 week's holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services