OVERVIEW:

We are seeking a strategic, highly organised, and experienced Head of Client Relations and Customer Service to lead the service management of our growing portfolio of 200+ client accounts. The ideal candidate will be a proactive problem-solver with a proven track record in client relationship management, complaint resolution, and account retention. This is a client-facing role that requires exceptional communication skills, a passion for customer success, and a deep understanding of client needs and expectations.
Experience with Salesforce is essential - you must be comfortable using the platform to manage client data, track communications, and generate insights that drive improvements in service delivery.

QUALIFICATIONS:

• Minimum 6 years of experience in Client Relations, Account Management, and a customer-facing service management role.
• Proven 3+ years of direct complaint handling experience with successful resolution outcomes.
• Competent in using Salesforce (minimum 3 years of usage in a professional setting).
• Exceptional organisational and multitasking skills, with the ability to manage high-volume accounts efficiently.
• Demonstrated ability to think strategically, analyse service trends, and implement scalable solutions.
• Comfortable navigating sensitive conversations and maintaining professionalism under pressure.
• Outstanding verbal and written communication skills.

PREFERRED SKILLS:

• Experience in service delegation and cross-functional collaboration.
• Knowledge of client retention strategies and KPI tracking.
• Familiarity with other CRM platforms and service management tools.
• Strong interpersonal skills and a customer-centric mindset.

• Proven experience in a client-facing role, overseeing the service delivery preferably within the construction industry.
• Manage and resolve customer complaints with empathy and professionalism, ensuring positive outcomes and maintaining high customer satisfaction.
• Drive client retention by ensuring ongoing value delivery, addressing concerns promptly, and uncovering opportunities to enhance the customer experience.
• Proficiency in Salesforce.
• Excellent communication skills, both verbal and written, with a focus on building rapport with clients.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Strong organisational skills with attention to detail.