Client Services Director


An Alcumus ISOQAR role

Location: Manchester
Salary:  Competitive

Benefits:
 

  • 25 days annual leave (plus bank holidays) which increases with length of service

  • Generous pension

  • Healthcare scheme

  • Life Assurance (3x Basic Salary)


Role Purpose: 

The Alcumus Group is the market-leading provider of technology-enabled compliance risk management and certification services.  Alcumus serves over 35,000 clients, including 35% of the FTSE 100 and provides outsourced risk management services which are critical to compliance with UK regulations, international standards and recognised contractor and supply chain verification. Our 35,000 clients are a mixture of corporate, LME and SMEs.


This role pertains to the Alcumus ISOQAR Business Unit based in Manchester.  Alcumus ISOQAR offers UKAS accredited third party certification and related training services to more than 6,500 clients throughout the UK and Internationally via a network of overseas offices.

You will contribute to this business unit by working closely with the Alcumus ISOQAR Director and Management team to provide effective leadership of the office-based Client Services Team and assume overall responsibility for internal operations driving best in class customer service.


Role Responsibilities:

Managing the client services team which consist of 3 Client Services Managers (CSM’s) and 14 Client Services Coordinators (CSC’s) with a clear focus on utilizing Active Resource Management Processes & Tools to optimize chargeable days, maximize occupancy on chargeable training courses and minimize client churn, all of which require effective collaboration with the Commercial, Technical and Fee Earning teams.
 

  • To take overall responsibility for the efficiency and effectiveness of Client Services Teams, instilling a team spirit and client focused culture, with an effective communication strategy at its heart

  • To be accountable for revenue related KPIS including client churn, fee earner diary movements, de-registrations and cancellations

  • To work closely with the Field Operations Directors to optimize delivery capacity through effective resource planning and create a culture of collaboration between Field Operations and Client Services and positively engage team members in delivering a first-class customer experience

  • To take responsibility for the operational feedback derived from the client satisfaction survey, responding to findings to optimize client experience and minimize client churn

  • Lead and develop the Client Services team to manage the operational and administrative aspects of service delivery across Core Services, Academy, Special Projects and Key Accounts.

  • Ensure the team structure fully supports the business growth strategy and is agile to adapt to technology-led business improvement initiatives.

  • As a member of the Business Unit Senior Management Team, share accountability for meeting and exceeding the Alcumus ISOQAR operational objectives and financial budget and targets

  • Provide strong, effective and highly visible leadership to the Client Services Team to capitalize on their full potential, ensuring that all employees are stimulated, motivated and guided to contribute fully to the realization of the company’s vision, goals and objectives. Clear role descriptions, objectives, training and regular feedback should exist at every level. Empower employees to identify opportunities to enhance operational performance and client experience. 

  • Work closely with the Alcumus ISOQAR Commercial teams for resource planning and new business profiling

  • Undertake continuous analysis of competitive environment in terms of emerging client needs and client-facing deliverables.

  • Working closely with the Business Improvement Director, acting as a key stakeholder in the design and execution of the technology roadmap.

  • Work Closely with the Regional Field Operations Directors and Head of Sales, acting as a key stakeholder to ensure that the capacity to deliver work is consistent with the latest forecast demand


Required Experience:
 

  • Minimum 3 years’ successful track record in a senior operational role managing a customer services or internal operations team is essential.

  • Experience in a B2B, regulated organisations is preferred but not essential.

  • Proven Leadership skills, together with experience of successfully implementing change management programmes, coupled with the ability to challenge peers constructively. 

  • Experience in engaging and upskilling teams with new technology.

  • Demonstrable commercial acumen.

  • Proven decision-making ability.

  • Shows personal initiative, but is also a collaborative team player.

  • Robust and prepared to lead from the front.

  • Drive and determination to make things happen.

  • Demonstrable belief in the strategy.

  • Vision: credibly shape the Client Experience agenda 

  • Delivery focus: commit to challenging goals and consistently over deliver.

  • Leadership: hands on leadership, who can motivate, grow, select and augment a team to ensure the right mix of capabilities is available.

  • Cost management: Drive operational efficiencies and utilize Active Resource Management methodologies to optimize revenue.


Personal Characteristics:
 

  • Minimum 3 years’ successful track record in a senior operational role managing a customer services or internal operations team is essential.

  • Experience in a B2B, regulated organisations is preferred but not essential.

  • Proven Leadership skills, together with experience of successfully implementing change management programmes, coupled with the ability to challenge peers constructively. 

  • Experience in engaging and upskilling teams with new technology.

  • Demonstrable commercial acumen.

  • Proven decision-making ability.

  • Shows personal initiative, but is also a collaborative team player.

  • Robust and prepared to lead from the front.

  • Drive and determination to make things happen.

  • Demonstrable belief in the strategy.

  • Vision: credibly shape the Client Experience agenda 

  • Delivery focus: commit to challenging goals and consistently over deliver.

  • Leadership: hands on leadership, who can motivate, grow, select and augment a team to ensure the right mix of capabilities is available.

  • Cost management: Drive operational efficiencies and utilize Active Resource Management methodologies to optimize revenue

 

Please email your CV to terri.foulston@alcumusgroup.com

We look forward to hearing from you!