Client Service Lead

Would you like to be part of an award-winning global consultancy, full of passionate people who create powerful learning experiences for clients such as PepsiCo, Google, P&G, UBS?

Impact is a world-leading experiential learning company. Since 1980, we have worked with organisations to develop leadership capacity and catalyse change.

We believe that organisations should be purpose-driven, human-centric places where people can thrive while creating a more sustainable future for everyone.

Role purpose

Impact partner with local and global clients to create custom designed learning solutions. Our expertise is in experiential learning and determining what that learning looks like by deeply understanding our client’s context and development needs.

We organise our people in relation to specific accounts, creating a small team with the skill and experience needed across the full end to end process.

The Client Service Lead is accountable for all key performance indicators when working in these account focused teams, we call them Client Service Teams (CSTs).

Success in this role requires leadership across multiple teams and leveraging the collective talents of individuals. Account retention, profitability, client satisfaction and high performing team behaviours are all key indicators of the role.

Key responsibilities

- Taking the lead and being accountable across several Client Service Teams

• Account strategies managed and executed to achieve results
• Scanning across all activity to inform strategic action
• Collaborate, engage and support the team to see the big picture
• Expectation setting and providing clarity on deliverables to the CST
• Leveraging expertise in the CST and wider business
• Enabling high performing team culture
• Empowered to make decisions impacting service delivery
• Point of escalation for the client and CST

- Delivering client service excellence and quality

• Accountable for quality and service excellence in line with KPIs
• Enabling strong partnerships, trusted advisor relationships and collaboration
• Leverage knowledge of Impact’s offerings in relation to the client’s requirements
• Proactively seeking feedback loops to inform continuous improvement
• Driving the evaluation strategy to demonstrate value and benchmark success
• Facilitate regular reviews both internally and with the client

- Commercial ownership across the project

• Have commercial oversight including managing profit levers and resource utilisation
• Ownership of accuracy of all commercial data in the Impact database system
• Retention of existing revenue streams
• Continuous scanning for opportunities to develop and grow the account
• Actively seek opportunities to build credentials such as awards and case studies

Key attributes

• Experienced in establishing trust and building strong relationships with stakeholders at multiple levels
• High level interpersonal skills and emotional intelligence
• Excellent communication, networking and influencing skills
• Evidence of tenacity and ability to achieve challenging performance goals, to manage complex global projects and work to tight deadlines under pressure
• Commercial awareness including profit levers and guidelines
• Business acumen
• A passion for people development and learning
• Actively seeks different perspectives and a drive to improve

What we offer

• The money part – salary is negotiable and competitive (depending on experience). Profit share, bonus scheme and pension scheme are all in there too.
• Wellbeing – health insurance is included in your package and regular social events are the foundation of our culture
• 35 days holiday including bank holidays
• Tailored induction process and opportunities to learn, develop and progress in your career
• 3 paid days a year to volunteer and support our local communities
• Adventure and fun – where else would you celebrate the biggest mistake of the year with a trophy and an awards ceremony?!

Job Type: Full-time

Salary: £32,000.00-£40,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Employee mentoring programme
• Free parking
• Gym membership
• Life insurance
• On-site parking
• Paid volunteer time
• Private medical insurance
• Profit sharing
• Sick pay
• Store discount
• Wellness programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: Hybrid remote in Ambleside LA22

Reference ID: Client Service Lead 2023