## **Title** **Head of Service Performance Support, Client Services****Location Kingswood, Surrey and** **Dublin, Ireland*** Provide oversight to ensure the correct Client Services capacity and capabilities are available to meet the agreed budgeted service levels and desired client experience.
* Responsible for developing and maintaining a robust recruitment and onboarding process, working alongside our recruitment partner, to attract the best possible team members into all of our teams.
* Conduct monthly budget and capacity reviews to ensure full knowledge of Client Services' service level performance and identify any actions which are required for improvement.
* Work alongside our Technology teams to provide business ownership for the Telephony and case management provider relationship (Genesys) to ensure technology and reporting meets our business operation requirements.
* Build out a comprehensive and engaging Client Services associate employee experience programme, to include: recruitment; onboarding; learning and development requirements; competency frameworks; etc. to retain and develop our talent.
* Build out frameworks and structures to promote and support a high performance, client centric Client Services team culture and capabilities - for example; talent pipeline planning; talent development programmes; exit interview reviews; Associate forums; performance management reviews; etc* Manage a robust and comprehensive Quality Monitoring and Assurance team to ensure a best-in-class client experience is consistently delivered across all teams in Client Services.Build strong relationships with internal partners and stakeholders to advocate continuously improving the client experience to prevent or remove interactions which are value-eroding for our clients.
* Strong passion for service and client experience* Success in leading and managing service teams, ideally in a Contact Centre environment* Understanding of the Contact Centre industry through established networks* Experience in leading strategic development and collaborating across multiple areas* Understanding, and experience of, working in matrix and agile organisational models* An ability to interpret financial data and manage resources* Can demonstrate a flexibility of thinking and an ability to analyse and distil complex information quickly* Experience managing and influencing change in an agile environment* Outstanding influencing skills and comfortable operating at the most senior levels of an organisation* Able to balance strategic vision, commerciality and pragmatic execution* Experience of working in a fast-paced, growth oriented, dynamic environment.
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