Head of Client Services

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Head of Client Services

Department: Debt Recovery

Employment Type: Full Time

Location: Derby, UK

Description

The Head of Client Services will be responsible for nurturing and developing good business relationships with high profile, national clients that use our outsourced credit management, debt recovery, and litigation services provided by our Debt Recovery department.

You must have experience in credit management, commercial recoveries or contested debt, where you will use your experience to maximise the opportunities in each client account for the firm, ensuring the firm delivers the best possible service to the client and within the set service level agreement.

You will work with the Head of Debt Services and other operational leaders in the business to provide detailed client projections and forecasts where required.

Leading a team of 2 x Client Relationship Managers, you will ensure all client accounts are fully account mapped out, have clear objectives within the account plans, and that the department is delivering on continuous improvement initiatives as needed to deliver growth.

Reporting to the Head of Debt Services, this role is full-time, Monday to Friday 09:00 to 17:15, based at our Derby offices, and with travel to other offices or the client's site as required.

Key Responsibilities

• Manage, lead and develop the Client Relationship Management team in the debt recovery department.
• Ensure the Client Relationship Managers workloads are well balanced and that client demands are being met across the department and by the team.
• Sole ownership for managing the highest value client relationships in the debt recovery operation.
• Identify, nurture, and deliver from opportunities to upsell products and services to the existing and new client base.
• Maintain and develop a database of existing clients for the debt recovery department, seeking to improve processes and develop the accounts where possible.
• Demonstrate an understanding of financial and commercial decisions within the allocated account base and to be aware of the impact of them.
• To work with other business departments to expand cross selling opportunities for the firm.
• Support the audit and quality process in line with client SLAs and KPIs with the wider teams.
• Creation of business plans with the allocated accounts and presentation of these at board level.
• To respond to client queries and requests for information.
• Attend performance meetings with the clients on behalf of the firm and the debt recovery department.
• Lead on client process mapping and best practices.
• To proactively identify potential client issues and work with colleagues and management seeking early solutions.
• To prepare, deliver and interrogate client data reports within set SLA, making recommendations for improvements.
• Build relationships with internal and external stakeholders.
• To lead on all tender responses and other proposals and present back to clients to secure and retain their business.
• Onsite client visits and meetings where appropriate.
• Lead on all monthly, quarterly and annual business review meetings, internally and with clients.
• Update weekly and monthly (or any frequency requested) client activity reports for meetings with Head of Debts Services and the wider business.

Skills, Knowledge and Expertise

You will:

• Have significant experience in a client relationship manager role, within a professional services or financial services environment.
• Previous experience leading a team of client relationship or account managers and driving up performance through the team.
• Have excellent communication skills that can be used effectively at all levels, both internally and externally.
• Show evidence of winning key clients within previous roles.
• Have a high level of commercial awareness and be able to adapt this to the legal services sector.

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