Head of Client Services

Our Client, a leading provider of HR and Employment Law services, are an experienced Head of HR Services to oversee the day-to-day operational management of the HR Advisory and Consultancy departments, based in their Dublin office.

We are looking for someone with an outstanding HR background, who is commercially astute with a technical aptitude to develop and grow teams. This person will be responsible for delivery the HR service to the client base, ensuring a best-in-class experience from both a technical and customer experience perspective. We are looking for someone who can bring dynamism, operational excellence, impeccable people skills and technical expertise and who will thrive in working in a fast-paced environment.

The successful candidate will be responsible for the management of team performance in both a contact-centre environment and a field-based environment, ensuring KPI's and quality standards are met, whilst maintaining a high standard, solutions focused service to clients.

Responsibilities of Head of Client Services:

Build and maintain an effective, cohesive and motivated service function, providing leadership and support to Managers Team Leaders, Colleagues and peers.
Assist and lead in any recruitment and interviews for the relevant departments ensuring that staffing levels are maintained, staff attrition is kept to a minimum, and that new starters are suitably trained in line with our learning and development framework.
Conduct mentoring, one to one and bi-annual appraisal meetings with the managers, team leaders and team members across each department.
Through coaching and mentoring, identify key strategic talent amongst the teams with a key focus on developing and promoting such talent through career plans and structured training.
Continuously evolve and enhance service delivery operations, particularly focusing on client engagement.
Ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure, thoroughly investigated with the client and appropriate internal staff and are resolved in a timely manner with a key focus on client resolution and retention.
Produce periodical reports for Directors and key stakeholders on client service issues trends.
Assist HR Consultants with technical client queries on employment law and HR matters and act as a point of escalation.
Carry out quality observation checks on client interactions via telephone, video conference, and in-person appointments, on a regular basis thereby enhancing service delivery across each department.
Participate in external training events and conferences for clients and prospective clients, and to represent the business in external media events, to include radio interviews.
Conduct, where necessary any formal meetings such as disciplinary and grievance and be the point of appeal as necessary to provide the relevant outcomes in line with the Employee Handbook.
Ensure knowledge of employment law and HR best practice is continually updated. Maintain professional and technical knowledge by attending workshops, training days and reviewing professional publications or case law where necessary.
Lead projects across the department and be responsible for the effective communication and implementation of any project work including our training and AI offerings

Person Specification:

Excellent HR and Employment Law knowledge.
Ability to work in a fast-paced contact centre environment.
A dynamic and flexible approach, as well as the ability to work under pressure.
Excellent people management skills.
Excellent interpersonal skills.
Strong organisation and time management skills.
Excellent technical knowledge and customer service skills.
Be able to provide constructive feedback where required.
Excellent service issue / complaint resolution skills.
Be able to work under pressure with a solutions-based approach.
Be able to demonstrate a contribution to business growth and service improvements.

INDIRE

50075BGR1

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