The Danbro Group
Head of Client Services
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What the role is
The Head of Client Services is responsible for leading the end-to-end client service function, bringing together Onboarding, Contracts, and Customer Service under one clear and consistent client journey.
The role will ensure that clients receive a high-quality, efficient, and professional experience from the point they choose to work with us, through onboarding and contracting, and throughout their ongoing relationship with the business.
As an internal leadership role, the Head of Client Services will provide clear direction to the team, improve collaboration and accountability, establish consistent service standards, and continuously improve the processes, systems, and ways of working that underpin the client experience.
A key objective of the role is to balance an excellent client experience with operational efficiency, accuracy, compliance, and the commercial needs of the business.
Role Responsibilities
Leadership & People Management
- Create a strong, collaborative Client Services function with shared objectives and clear accountability.
- Coach and develop team managers and team members, supporting progression and succession planning.
- Ensure appropriate resource and capacity planning across the function.
- Build a culture focused on ownership, responsiveness, continuous improvement, and delivering excellent outcomes for clients.
- Ensure the team understand how their individual responsibilities contribute to the overall client journey and wider company objectives.
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Operational
- Take ownership of the end-to-end operational client journey across onboarding, contracting, and ongoing customer service.
- Ensure clients experience a smooth transition, with clear ownership at every stage.
- Establish and maintain consistent service standards and service-level expectations.
- Identify recurring client pain points and implement improvements to address their root causes.
- Ensure client feedback, complaints, and service trends are captured, analysed, and used to improve the service.
- Act as a senior escalation point for complex or sensitive client service matters when required.
- Champion the voice of the client internally while balancing client expectations with operational, regulatory, and commercial requirements. Ensure fair and consistent application of reward practices.
Sales
- Drive conversion and sales performance, maximising the value of every enquiry through the development and execution of effective plans and strategies.
- Work closely with the Head of Sales to develop and continually improve the end-to-end sales and onboarding journey.
- Partner with the Head of Sales to set expectations around lead quality, client readiness, information captured during the sales process, and responsibilities at handover.
- Hold regular conversion reviews with the Head of Sales to discuss conversion performance, client feedback, and opportunities for improvement.
- Ensure commercial objectives are achieved without compromising compliance, contractual requirements, or service quality.
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Compliance
- Ensure the teams operate in accordance with all relevant regulatory requirements, internal policies, procedures, and controls.
- Ensure team members receive appropriate and regular training on compliance requirements relevant to their responsibilities.
- Collaborate with the HR Lead to ensure effective management of contractor-related HR matters.
- Work closely with the compliance team to oversee and support contractor Right to Work audits, ensuring full compliance and maintaining a 100% pass rate.
Expected Salary
What Skills are required
Qualification and Experience:
- 5+ years’ experience in Client Services, Customer Operations, Onboarding, or a similar function.
- 3+ years’ leadership experience, managing and developing teams.
- Experience managing the end-to-end client journey, from Sales handover through onboarding and ongoing service.
Why us?
About us
WE’RE ALWAYS ON THE LOOKOUT FOR PEOPLE AS PASSIONATE ABOUT CUSTOMER SATISFACTION AS WE ARE. IF THAT’S YOU THEN WE’D LOVE TO KNOW MORE.
Mindset, not skillset
Because we’re committed to supporting and developing the potential of every employee, for us it’s less about skillset and more about your mindset.
Training
Our employees are our greatest asset, so we put a lot into their wellbeing and development.
Across the company we have employees who are undertaking training in Accountancy, Payroll, HR, IT, Marketing, and Business Support.
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