Key Achievements:

• Improved client satisfaction scores by 30% by streamlining communication and proactively addressing queries.

• Implemented new client onboarding processes, reducing setup time by 25%.

• Led and developed a client services team, improving efficiency and accuracy by 40%.

• Identified revenue opportunities within existing client accounts, contributing £150,000 / $180,000 additional revenue.

• Enhanced client reporting processes, improving response times and reducing escalations by 50%.

Duties & Responsibilities:

• Oversee delivery of client services across the practice, ensuring high-quality, timely support.

• Manage and mentor a team of client service staff, setting objectives and monitoring performance.

• Act as the primary point of contact for key clients, addressing queries and resolving escalations.

• Develop and implement procedures to improve client onboarding, reporting, and issue resolution.

• Monitor service-level agreements (SLAs) and client service KPIs, producing reports for senior management.

• Support business development by identifying upselling or cross-selling opportunities within client accounts.

• Collaborate with other departments, including audit, tax, and finance, to ensure seamless client experience.

• Assist with onboarding new clients, ensuring accounts are accurately set up and processes are followed.

• Prepare client-facing reports, summaries, and dashboards.

• Review and improve workflows to increase efficiency and effectiveness of client services.

• Handle escalated client issues, providing timely and strategic resolutions.

• Maintain accurate records of client communications and interactions.

• Conduct regular client satisfaction surveys and review meetings to gather feedback.

• Ensure compliance with internal policies, professional standards, and regulatory requirements.

• Implement initiatives to retain and grow client accounts.

• Support continuous professional development (CPD) and training of client services team members.

• Contribute to practice-wide process improvements and efficiency initiatives.

• Assist with budgeting, forecasting, and resource planning for the client services department.

• Build and maintain long-term relationships with clients to drive loyalty and engagement.

• Participate in strategic planning to align client services with overall practice growth.