Client Services Team Leader Health

2 weeks ago

Sydney, New South Wales, Australia BSI Full time
Great that you're thinking about a career with BSI

Purpose of the position

  • Provide Leadership to the New Zealand Client Services Team to ensure an excellent client experience is delivered to BSI clients.
  • Ensure client assessments are booked in advance and that assessment baseload is correctly managed.
Key Responsibilities and Accountabilities

  • Manage a team of Client Services Officers (CSOs) to ensure the delivery of the agreed service levels to all clients whilst providing an effective booking process.
  • Monitor the KPI performance of individual CSOs and ensure relevant targets are achieved and exceeded.
  • Continually review and report on the performance of all individuals within the CSO Team, identifying, developing, and retaining key talent and addressing underperformance as required.
  • Monitor and continually improve the efficiency and effectiveness of all planning and client service processes.
  • Ensure a costeffective delivery process is implemented and manage the daytoday effective use of resources across the team to ensure all tasks are completed as required.
  • Support resolution of client queries and issues along with CSOs
  • Coordinate assessment delivery efforts between the sales, marketing, and operations functions
  • Influencing and building relationships with key internal stakeholders including the Leadership Team, Assessors, and Technical Team
  • Recruitment and selection of new CSOs as required.
  • Reporting on scheduling KPI to the leadership team
  • Actively support employee engagement and associated initiatives
  • Additional duties as assigned by the Client Services Manager from time to time.
Key Results Areas

Commercial Awareness

  • Can articulate to clients the value of using the portfolio of BSI products and services to meet their needs.
  • Proactively generate and encourage qualified leads for the appropriate BSI sales team.
  • Have an understanding of the revenues, forecasts, gross profit, and contribution impact of activities in which they are engaged/responsible.
Customer Focus

  • Client centricity at the heart of everything they do
  • Anticipates problems and is able to solve customer issues before they arise.
  • Has an understanding of the market and industries in which their customers operate
Operational Delivery

  • Monitors and reports on delivery and performance, proactively identifies performance gaps, and makes improvements to meet BSI's standard of excellence.
  • Monitors team workload ensuring there is a standardized approach across the team that can be consistently measured.
  • Communicates with peers, customers, and stakeholders in a manner that engages and motivates them to achieve objectives.
  • Uses the relevant BSI systems to plan audit delivery needs, and to report operational performance.
  • Monitors and reports on delivery to ensure all compliance requirements and BSI standards of excellence are met and takes corrective action where necessary.
Operational Management

  • Understand how the assessment bookings relate to the BSI baseload and forecast.
  • Selects optimal delivery method to support the forward plan based on knowledge of customer needs and of BSI Certification's commercial and quality KPIs.
  • Facilitates the development of the team through guidance, supervision, and mentoring from experience.
  • Profiles team performance to identify individual motivational needs and takes action to improve individual performance accordingly.
  • Analyses methods to resolve gaps in achieving KPIs and communicates the effect of resolution activities.
  • Demonstrates values and excellence behaviors in all activities and interactions.
Knowledge, experience, and qualifications.

  • Excellent organizational skills to control their own workload and that of others.
  • Communicates well to inform, advise, and persuade and has the confidence and ability to deal with a wide range of people and situations verbally and in writing, including highly confidential and sensitive material.
  • Good written and verbal communication skills to produce, initiate, and compose routine correspondence.
  • Supervises, leads, guides, and motivates the client services team.
  • Understands the values and benefits of teamwork and is able to provide support.
  • Works on own initiative to manage a varied, often unpredictable, workload.
  • Organizes and prioritizes own work and that of others in a pressurized environment with competing demands and tight deadlines.
Key performance indicators

  • Booking 80% of budgeted audits 3 months in advance
  • Achieve gross profit target of 45%
  • Client attrition below 8%
  • Contribute to a net promotor score of 60 or above.
  • Achieve 1000 assessment bookings at closing meetings in 12month period.

Our Excellence Behaviours:
Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If

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