Head of Client Services

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Job Title: Head of Client Services

Salary: Attractive + Commission

Company: UK Connect

Employment: Full Time, Permanent

Location: Farnborough (with flexibility for remote working and alternate location)

Reports To: Chief Commercial Officer/Managing Director

Role Summary

UK Connect seeks an experienced Head of Client Serivces to support growth within the Construction Sector and other targeted industries. Our mission is to connect the disconnected and unlock the full potential of organisations globally.

About UK Connect

UK Connect is the leading national provider of advanced wireless connectivity, IOT solutions and professional services. With over a decade of proven expertise, we are the market leader in the UK construction sector. We enable our customers to solve their most critical technology challenges, enabling IOT technologies and Digital Transformation. We are dedicated to connecting the disconnected utilising enterprise-grade wireless technologies such as 5G FWA, LEO Sat, and 5G Private Cellular Networks, to name a few.

What sets us apart is our ability to deliver connectivity in the most remote or challenging environments, as evidenced by our groundbreaking work with the UK's Met Office or, more recently, our work supporting UK Defence, providing mission-critical connectivity to over 20,000 Ukrainian soldiers.

Established in 2013 with a robust CAGR of 32%, UK Connect connects over 2,500 sites yearly to advanced wireless communications and IOT Solutions. We are a small but agile business of 55 people who passionately believe in our three core values: "Collective Experts, Thinking Differently and Getting it Done".

About the Role

In the role of Head of Client Services, you will play a critical role in leading a high-performing team of Account Managers and Sales Administrators. Your core focus will be working with the team to ensure they are maximising all client interactions including identifying upselling opportunities, nurturing strong client relationships and ensuring client satisfaction.

Solutions

You will have the opportunity to offer a wide range of cutting-edge technology solutions, including:

• 5G Fixed Wireless Access.
• Private Cellular Networks.
• Low Orbital Satellite (LEO Sat).
• Wireless LAN (Wi-Fi).
• Microwave Wireless Bridging.
• LoRa WAN.
• IoT Management Solutions.
• Professional Services.

About You

As an experienced Client Services Manager, you will possess a proven track record in leading and developing high-performing account management teams. You will bring a deep understanding of account optimisation and growth strategies. Your ability to cultivate strong, collaborative relationships with key clients through regular communication and on-site visits, coupled with your leadership acumen, will be essential to your success in this role.

Key Responsibilities

• Lead and develop a high-performing client service team through comprehensive training and mentorship.
• Foster a positive and collaborative team environment that encourages professional growth and teamwork.
• Define and implement clear, measurable performance goals and metrics to drive team performance and accountability.
• Ensure a seamless and successful client onboarding experience that exceeds expectations.
• Collaborate effectively with cross-functional teams (sales, marketing, product, and engineering) to ensure a cohesive and seamless client experience.
• Conduct regular performance reviews to assess team performance, identify areas for improvement, and ensure the team is operating at peak capacity.
• Proactively identify and address client needs and concerns by working closely with the team and highlighting potential upselling opportunities.
• Serve as the primary point of escalation for client concerns, ensuring timely resolution and client satisfaction.
• Conduct regular client satisfaction surveys, analyse feedback, and report key findings to senior stakeholders to inform strategic decision-making.
• Develop and implement effective client retention programs to cultivate long-term client relationships and foster loyalty.
• Represent the business at industry events and conferences to enhance brand visibility and network with potential clients and partners.

Required Qualifications and Experience

• Demonstrated success in Client Services with at least a minimum of 3 years of strong and relatable experience".
• Proven ability to coach, lead, and develop high-performing client services teams.
• Experience in the wireless connectivity or managed services industry is highly preferred.
• Exceptional relationship-building and interpersonal skills are essential.

Company Culture and Values

At UK Connect, we value "Thinking Differently," being "Collective Experts," and having a "Get It Done" attitude. We have been a certified Great Place to Work for four years running and care about the communities we impact. We give a percentage of our profits each year to our charity, the Farr Foundation, which supports children in getting into STEM subjects. Last year, we supported over 15,000 children.

What's In It For You?
As a small business, you can make a real difference knowing you are supported by a team of 55 across two offices. We are not like other businesses with shareholders to impress or unrealistic objectives. At UK Connect, we take a long-term view of things, and this means our focus is on fully funded personal and professional development that will help you get to and stay at the top of your game.

Benefits:

• Attractive salary.
• 25 days annual leave as standard, with options to get more time off.
• Enhanced Pension.
• Enhanced Maternity/Paternity Leave
• Death in Service (4x salary)
• Unique benefits points scheme giving access to lucrative offerings.
• Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work 2021, 2022, 2023 & 2024).
• Work under a Managing Director recognised as 'One to Watch' in The LDC Top 50 Most Ambitious Business Leaders Programme for 2022.
• Modern and progressive office space.
• Free Parking.
• Café, Gym and Restaurant on-site.
• Opportunity to work with a dynamic and innovative team.
• Chance to make a significant impact on the growth of a successful company.