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.