Head of Client Services - North West England - £Highly Competitive Package

This position has now been filled, but the role description is provided for reference.

About the Position

A leading printing company is seeking an outstanding candidate, respected and recognised as a leader and motivator, to head up its client services team. The role involves working with many esteemed clients and producing time sensitive campaigns, requiring flexibility, the ability to cope under pressure, and competence in managing multiple projects concurrently.

Responsibilities

• A working knowledge of the range of services provided
• Manage Account Managers and clients, ensuring the company is presented as a value added solution provider
• Understand and comply with company policies and procedures
• Oversee support tasks undertaken by Account Managers, such as issue management and invoicing
• Ensure all documentation is correctly completed on time, meets compliance requirements, and includes estimates, time and sequence plans, briefs, work instructions, matrices, approvals, and invoices
• Participate in team meetings for production status and pre production meetings for new projects as required
• Keep clients informed of the progress of their job daily
• Monitor performance on each account, including turnover and trends
• Escalate and manage any issues internally through to client resolution and satisfaction
• Monitor overall client satisfaction through customer satisfaction surveys and scheduled review meetings
• Attend key client review meetings and support Account Managers in identifying improvements and new opportunities
• Ensure invoices are closed off correctly and on time, so that WIP reflects work in hand
• Identify strengths and weaknesses within the team and recommend training where applicable
• Manage workload to ensure it is evenly spread across the team and monitor volume and value of work undertaken by each Account Manager
• Provide issue resolution, recording responses onto client issue logs
• Ensure Account Managers utilise the MIS system to maximise efficiency in their daily workflow
• Responsible for department personnel, including appraisals, training, and holiday management
• Provide sales support for tenders and contractual negotiations
• Work with Sales to manage the introduction of new contracts
• Responsible for monthly client reporting
• Produce monthly management reporting to reflect department performance
• Actively seek ways to improve services and enhance revenue within the existing client base

What We Are Looking For

• Client/Customer management at board and operational levels
• In depth knowledge of data, lithographic printing & finishing, digital & laser processes
• Knowledge of campaign led marketing communications
• The ability to deal with ambiguity and work well with stakeholders at all levels
• Understanding of commercial issues surrounding jobs and the need for invoicing within 48 hours of completion
• Ability to implement and enhance improvement processes
• Understanding of compliance and safeguarding responsibilities
• Ability to generate innovative solutions that add value and exceed client requirements
• Proven people management skills, including recruitment, employee relations, training and development
• Excellent interpersonal, verbal and written communication skills
• Team player willing to assist members and contribute to common objectives
• Methodical with excellent attention to detail
• Strong knowledge of Management Information Systems, Microsoft tools, and Outlook