Head of Client Relationship Management - Maidenhead - UK,South East, Europe,Eastern Europe

Head of Client Relationship Management

Reference	RA/MS/CAP101
Salary	Ł35,000 to Ł40,000 per annum
Benefits	Bonus, Car allowance
City	Maidenhead
Locations	Eastern Europe, South East,
Contract Type	Permanent Full Time
Date Posted	02/02/2010

Job Description

We are one of the UK’s leading business process outsourcing (BPO) and professional services company. We deliver back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland. Our flexible structure enables us to deliver multiple services to individual clients, and multiple services across multiple markets, highly efficiently.

We are currently seeking a Head of Client relationship Management to lead a team on one of our flagship accounts. In this role you will manage the Client Relationship Team to ensure that the Client experience across all sites exceeds expectations and SLA & financial targets are achieved.
To accompany this you will be responsible for ensuring a healthy and effective supply chain for the account, including tiered suppliers, direct delivery and innovative resourcing methods.

Your responsibilities will include:
- To manage the Client Relationship Team, recruiting, inducting, training and mentoring in line with company standards, setting stretching, achievable quarterly and monthly objectives
- To keep the Account Director appraised of any staff-related issues which may affect the service delivery of the Client Relationship Team
- Conduct team meetings to ensure information sharing, high morale and to provide a forum for Team discussion
- To work closely with the ASW Relationship Manager and Maidenhead Team to ensure the annual contract renewals process runs smoothly and efficiently
- In conjunction with the Recruitment Manager, to implement robust methods of knowledge sharing between the Client Relationship Team and the Recruitment Team
- Develop strong working relationships with all key clients and stakeholders across all sites
- Engage with the hiring community, HR and heads of business units to define, plan and agree recruitment strategies
- To work closely with the Account Director and CRMs to ensure that the right tiered suppliers are engaged to support the account
- Attend quarterly review meetings with the key suppliers and attend Quarterly Client Satisfaction Reviews when required
- To set, review and evolve SLAs and KPIs between Capita and suppliers, to reflect Capita’s contractual commitments to the client
- To act as the first point of escalation for the Client Relationship Team
- To liaise with the Recruitment Team on client resourcing issues, implementing recruitment plans and monitoring the solutions until resolved
- To provide the client with weekly and monthly reports as agreed, delegating their production where appropriate.

For this position you will ideally be degree calibre or commensurate experience.
- Accompanied with proven experience within the Managed Services (RPO) arena
- Strong and proven experience of working in the recruitment industry in a delivery capacity
- Ability to create and use reporting to monitor supplier performance
- Confident presentation skills
Desirable:
- Knowledge of the nuclear/engineering market

This role will involve travel to multiple sites across the UK so we are flexible on where you are based through out the UK. This is a prestigious account with plans for growth and huge potential over the next five years.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Job Details: Head of Client Relationship Management