Job Description

We are seeking an experienced and strategic Head of Client Operations to lead and enhance our end-to-end client service delivery. This role will oversee the sales, contract onboarding process, service delivery teams, client support, and operational processes that impact customer satisfaction and retention. You will be a key driver in aligning our operational capabilities with business goals, ensuring scalable, efficient, and client-centric service. This role will involve extensive travel across UK and Europe to other AVK offices and Client sites.

Key Responsibilities:

Operational Leadership: Lead and manage the Client Operations team, including sales, client onboarding, account management operations and scheduling functions. Client Onboarding & Delivery: Oversee the client onboarding process, ensuring seamless transitions from sales to service. Continuously optimise onboarding workflows for speed, consistency, and satisfaction. Process Optimisation: Design and implement operational processes, policies, and standards to improve client experience, reduce churn, and ensure service-level compliance. Cross-functional Collaboration: Partner closely with wider AVK stakeholders to ensure alignment on client needs, service expectations, and business priorities. Client Satisfaction & Retention: Monitor and improve client satisfaction metrics, identify pain points, and work cross-functionally to drive retention strategies and value based propositions. Data-Driven Decisions: Analyse operational data and performance metrics to drive continuous improvement and make informed strategic decisions. Team Development: Build and lead a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity

Requirements

Knowledge:

Proven track record of driving operational excellence in a client-facing environment. Strong leadership and team management skills. Exceptional problem-solving, process development, and project management abilities. Excellent communication and interpersonal skills, with a client-first mindset. Familiarity with CRM platforms, customer support tools, and performance analytics.

Preferred Experience:

Experience in a high-growth, fast-paced industry. Familiarity with customer success frameworks and operations scaling. International or multi-regional client operations experience is a plus.

Benefits

+ Private Health Insurance + Flexible & Hybrid working
+ Performance Bonus
+ Pension Plan
+ Birthday Off
+ Company Events
+ Great Team & Culture