Head of Client Service Partners

Location: Leeds, United Kingdom

The Role

Crisp is on a lookout for an ambitious and driven Head of Client Service Partners. This is a new role that will be committed to providing excellent service to our impressive list of customers covering a number of sectors including entertainment, FMCG and financial services.

The “What”

With line management of a team of Client Partners in the UK and US, this role will also be responsible for looking after first-line support 24/7, with exceptional commitment to customer service and satisfaction.

Continuously improving our engagement with our global client base and ensuring that exceptional customer service is provided at all times with continuously improving customer engagement, as measured by Net Promotor Scores, will be at the heart of day to day activities.

You will develop and lead a best practice Client Partner team and be responsible for the provision of customer services on a 24x7 basis. This will involve working with other areas of the business that operate 24/7 to ensure coverage is in place as well as consideration of how this provision will evolve as the business scales. Other considerations will include:

o Making best use of the available resource across the business

o Determination of staff rotas and shift patterns

o Defining workflows, including escalation trees

o Management of ticketing, for example through the use of Zendesk

Leading on best practice and ongoing optimisation of Helpdesk / Customer Care Platform to ensure efficient, effective and successful client management and customer servicing, you will design and implement a suite of KPIs and lead indictors to monitor the performance and effectiveness of the team, including speed of response / issue resolution and customer satisfaction and engagement.

Being part of the incident management and crisis escalation trees, you will be responsible for the communication of service effecting issues to customers and their on-going management which will include review of all out-bound communication to our customers, particularly in relation to the provision of our services to ensure highest quality and consistency of message.

You will attend key client calls and face to face meetings and make sure your team has regular reviews with our customers, at least on a quarterly basis.

Responsible for the maintenance of customer data within our CRM system, you will assess and monitor any potential customer churn to ensure timely engagement with the at-risk customers to address any issues and avert possible losses.

Requirements

  • Experience of working in an end-to-end, 24x7 customer services environment, preferably gained in a complex and technology led organisation dealing day to day with high profile customers
  • Significant experience of managing global client accounts in a service organisation
  • Able to manage clients with a calm and confident approach
  • Proven team management skills
  • Experience of technology environments, particularly Cloud
  • Proven ability to plan and manage activities against clearly understood project objectives
  • Worked in SME environments

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and keep hold of them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision.

We offer an excellent salary and benefits package which include

  • 25 days holiday + bank holidays
  • Critical Illness
  • Life Insurance Cover
  • Healthcare Cash Plan.
  • If this isn’t enough, we are set in some of the best offices in Leeds and have free fruit delivered every Monday, we have a breakfast order each Friday, including ‘beer’ afternoon on Fridays…

    About Crisp

    Crisp is a social media safety and crisis monitoring firm, and our technology is used by some of the world’s largest, best known brand and social platforms, to provide fast detection of critical issues and crises. We help companies by spotting fake news and rumours being spread about brands on social media, which can damage sales and impact share price.

    We also protect users of social media from harmful and unwanted user generated content, utilising hundreds of analysts and moderators operating 24/7 and in over 50 languages.

    Statement:

    'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.”