Head of Client Services - London - £Highly Competitive Basic

Are you a natural leader with a passion for delivering exceptional client service? Do you thrive in a fast-paced environment where no two days are the same? We’re looking for a proactive, people-focused Head of Client Services to take ownership of key client relationships, drive team performance, and champion service excellence across a thriving, growing business.

In this pivotal role, you’ll be the strategic link between our clients and our internal teams—ensuring every project runs smoothly, every opportunity is maximised, and every client feels valued.

• Manage and mentor a team of Account Managers, ensuring workloads are balanced and support is always available
• Act as a trusted partner to clients, representing our company as a value-added solutions provider
• Monitor all account performance, trends and turnover within your designated portfolio
• Oversee day-to-day production support including task management, issue resolution and invoicing
• Ensure documentation and processes are fully compliant and delivered to the highest standards
• Participate in production and pre-production meetings to support both existing and new projects
• Track, measure and improve client satisfaction through surveys and review meetings
• Attend key client reviews, helping identify service improvements and new revenue opportunities
• Provide monthly reporting on client and department performance
• Work in partnership with Sales to support onboarding of new contracts

We’re looking for someone who will inspire confidence internally and externally—the type of leader who gets the very best out of people and makes clients want to work with the company again and again.

• Proven experience managing clients at both board and operational level
• Strong leadership skills with the ability to motivate, develop and manage a team
• Solid working knowledge of Direct Mail & Transactional Mail processes
• Practical understanding of data, lithographic printing & finishing, digital & laser
• Experience managing multiple complex projects while staying calm under pressure
• A commercial mindset with an understanding of job costings and timely invoicing
• A methodical approach, exceptional attention to detail and strong administration skills
• Excellent interpersonal, verbal and written communication skills
• Proficiency across MIS platforms (Shuttleworth preferred), Microsoft applications and Outlook

If you enjoy solving problems, improving processes, and consistently raising the bar, this is the perfect opportunity to make a real impact.

• A collaborative and supportive culture
• Opportunity to shape the client services function and influence business growth
• Real autonomy and trust in your role
• Ongoing development and career progression