Purpose of the role
This role is responsible for ensuring that client service standards across the C&C offices in Scotland are continuously improved in order to enhance client service revenues through improved retention yield and enhanced solutions.
Responsibilities
Work closely with the Regional MD and HoO to execute on the UK C&C Client Service Strategy in Scotland to:
Embed a service culture throughout the region
Embed core service disciplines including but not limited to:
Responsibility for at risk process hosting regional at-risk calls vulnerability assessments
PRISM attendance and quality - act as an independent challenger
Client service feedback
Identify and direct challenge reviews in conjunction with IMPACT
Deliver on Trophy client strategy
Enhance the client renewal experience (e.g. digital solutions quality of reports and presentations) ensuring renewal cycle quality is consistently executed
Lead the client service feedback programme across Scotland improving response rates and in person meetings across our large client portfolio
Ensure Strategic Client Director (SCD) coverage and activity across trophy clients
Perform personal SCD role across a minimum of 8-12 accounts
Challenge and coach regional SCDs in the role
Deliver service-related colleague development
Support the Client Executive and Client Advisory Academy programmes
Coach CE Leaders and CE population to drive excellent service standards
Drive Enhanced Solutions strategy to ensure that office ES objectives are met
Form part of other key functions execution models especially but not limited to Industry Advisory MMB and Operations
Champion AI and Digital solutions
Support the roll-out of UK initiatives to grow renewal income across CE portfolios
Support the delivery of the UK Multinational strategy in Scotland to improve client retention and service standards.
What you need to have:
An obsession with vulnerability and how we can mitigate weaknesses before we lose the relationship
A strong character that comes with change management and influencing colleagues to execute consistent best practice
What makes you stand out:
A track record of retaining clients and helping colleagues retain clients
A good understanding of data and how we can use data to impact improvement
Required Experience:
Director
Head of Service, Scotland (Corporate & Commercial) • Glasgow, Scotland, UK
Rogers McHugh in Glasgow is seeking a Regional Director to launch and lead the Scotland office.You will shape regional strategy, win projects and build a high-performing team, supported by an estab... Show more
Serco Plc is recruiting a Finance Business Partner for Scotland Health, a hybrid role with three on-site days per week across Glasgow and the Central Belt.The position involves partnering with oper... Show more
A leading educational institution in Glasgow is seeking a passionate CEO/Co-CEOs for its new Anti-Racism Observatory.The successful candidate will be instrumental in establishing this national orga... Show more
Scottish Fair Trade is the national network organisation for Fair Trade in Scotland.We work to build a world where trade is fair, people are valued, and the planet is protected.We connect communiti... Show more
Siemens Healthineers in the United Kingdom is seeking a Service Manager (Scotland) to lead a regional team of Customer Service Engineers and drive high-quality, profitable service delivery.The role... Show more
LHH is working in partnership with our respected public sector client as they seek a procurement leader who will provide procurement and commercial expertise, supporting a specialised team in the d... Show more
A leading legal recruitment agency is seeking an experienced Corporate Partner based in Glasgow.This role offers a salary of up to £180,000 and an excellent benefits package, including a market-lea... Show more
An established industry player is seeking a Principal Recruitment Consultant specializing in Procurement and Supply Chain.This role offers the opportunity to lead a dedicated Procurement Team, mana... Show more
About the role As a Field Sales Advisor, youll represent Virgin Media O2 out in local communities, introducing customers to our broadband, mobile and TV entertainment services that can make a real ... Show more
Scottish Renewables is seeking a strategic and influential policy leader to drive its onshore renewables agenda at a pivotal moment for Scotland's energy transition.This is a high‑profile leadershi... Show more
Head of UK Private Capital, Securities Services.Our client, a major European securities services provider, is seeking an exceptional leader to head their UK Private Capital business based in Glasgo... Show more
WSH Group is seeking a talented General Manager to lead its operation in Glasgow City Centre.You'll inspire your team to deliver exceptional hospitality and ensure a positive working environment th... Show more
COREcruitment is seeking a General Manager to lead the hospitality and events operation in Scotland.You will oversee a busy restaurant, events business, and visitor experience, driving commercial p... Show more
Isio is seeking a Pensions Consultant Manager to lead their consulting efforts in Scotland.You will manage client projects, deliver expert advice, and foster business development in the Scottish ma... Show more
Scottish Opera in Glasgow seeks a passionate fundraiser to develop corporate partnerships and manage existing relationships.This hybrid role requires strong communication and relationship-building ... Show more
A global engineering consultancy in Scotland is seeking a Senior Commercial Manager to lead its UK commercial operations.This position involves driving commercial strategy, managing tenders, and bu... Show more
Working alongside a welcoming and supportive management team, you’ll lead our mission to create and sustain GREAT places to live across southwest Scotland.As Head of Housing you will be responsible... Show more
A global professional services firm is seeking an Associate Director to lead infrastructure projects in Scotland.The successful candidate will be responsible for project management, team leadership... Show more
A leading sports organisation in Scotland is seeking a Chief Executive Officer to guide the organisation through a period of transition.The new CEO will work closely with the Board and team to lead... Show more
St John Scotland seeks an experienced Head of Operations to lead national delivery of operational services across Scotland.You will provide strategic operational leadership, performance management ... Show more
