Head of Customer & Contract Administration

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Role: Head of Customer & Contract Administration

Salary: £70,000 - £75,000

Location: Southampton (hybrid - min 3 days in the office)

The Head of Commercial & Customer Administration will be responsible for leadership and management of a new single unified team responsible for the end-to-end onboarding and administration of all customers across the whole AVASK Group, including all international offices.

This role focuses on enhancing client engagement, and optimising team performance, process improvement whilst overseeing the commercial compliance of client onboarding and all client administration.

Head of Customer & Contract Administration, the role

Leadership

• To successfully and effectively lead their Department in a rapidly growing global compliance business.
• To work as a core member of the Senior Management Team and create a high performing team in a highly dynamic environment.
• Lead and implement a training and development plan to enhance the teams capability and create contingency and deputisation throughout the team.
• Be a role model for the highest standards of professional behaviour and a collaborative approach.

Management

• Manage and monitor team performance closely through the use of key KPIs that are aligned to the business operational and strategic objectives.
• Excellent knowledge and application of reporting, using leading and lagging metrics and data analytics, to brief on business performance, and inform senior management.
• Manage and streamline the administration process and ensuring customer response times and solutions align with customer expectations and standards across all countries and offices.
• Oversee the day-to-day operations of the Administration team.
• Effectively manage relationships with all internal and external stakeholders, including clients, country offices and tax authorities.

Commercial Management

• Successfully manage the Department resources and costs within budget.
• Oversee the correct commercial and contractual terms to be applied all client contracts.
• Successfully manage clients queries and complaints within the terms of the contract.

High Quality Professional Administration

• Ensure that clients receive timely and accurate updates on the progress of their VAT applications or compliance matters, maintaining highest standards of service.
• Implement business processes for enabling continuous improvement of customer administration and service.
• Lead the drive for opportunities to innovate and improve processes and systems and whilst ensuring that colleagues are empowered to drive change.
• Define and align team goals with organisational objectives, ensuring they support overall business growth and operational targets.
• Strategically allocate resources and assign tasks, setting clear deadlines and ensuring that all deliverables meet quality and time expectations.
• Oversee the maintenance of up-to-date client records, ensuring proper tracking of VAT applications, and overseeing the issuance of VAT certificates.
• Lead efforts to streamline and optimise the VAT registration and compliance takeover processes, ensuring swift and efficient completion for all clients.

Head of Customer & Contract Administration, the person

Essential

• Educated to Masters or Business Degree Level and equivalent experience.
• Strong Leadership in a professional services industry, with a strong commercial background.
• Demonstrated success in defining and delivering customer service excellence within a change driven environment.
• Strong Client contract and commercial management.
• Proven track record at delivering transformational change whilst managing BAU in a fast paced growth industry.
• Experienced at implementing change to maximise efficiency in processes, results, and team structure.
• Has shown evidence of own career and professional development.
• Proven track record of successfully creating high performing teams in a matrix management culture.
• Working knowledge of VAT and its application
• Excellent communication and time management skills, with the ability to work well under pressure.
• Excellent IT systems experience including proficiency in CRM, Microsoft Systems.

Desirable

• Excellent understanding of core business processes, governance in a highly regulated industry.
• Good commercial and working knowledge of e-Commerce clients and markets.
• Is capable of deputising for the Group Operations Director, or other key Departmental Heads.

Head of Customer & Contract Administration, the benefits

• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme (up to 5 days per year).
• Company Pension scheme (Royal London).
• Cycle2Work Scheme.
• Private Healthcare Insurance (Vitality).
• Subsidised café with onsite Chef.
• Flexible working.
• Regular departmental socials, company wide.

About AVASK:

AVASK Global Compliance is a rapidly expanding firm that specialises in international VAT and tax and accounting for e-commerce businesses that are located internationally and in the UK.

AVASK are recommended External Tax Advisors under the Amazon Global Selling Programme and assist hundreds of Amazon FBA sellers, eBay, Shopify and many other platforms. On top of this, it provides its clients with a comprehensive range of expertise - from providing practical guidance on cross-border transactions, making sure that they are fully compliant and assisting on their group structures and tax advisory services. #PR2

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