Job Description

Job Title:

Head of UK Client Services

Responsible to:

S.V.P. Global Client & Consumer Relations

Interfaces with:

Clients, Prospects, all PCA Colleagues, Suppliers/Vendors

Supervises:

Direct reports in Liverpool & Manchester offices

Location:

Northwest England Preferred

Date:

September 2025

Salary:

TBC Depending on experience

About Phillips & Cohen Associates

Since 1997 Phillips & Cohen Associates (PCA) has led innovation in the probate recovery market, establishing itself as the global leader in this highly specialised area of debt recovery industry. We don't settle for average - our culture thrives on excellence, integrity, and results. With a reputation for professionalism and empathy, we continue to redefine industry standards and deliver unmatched recovery performance. In 2023, PCA acquired the Liverpool based debt collection business, Ardent Credit Services Ltd, which provides market leading "digital first" financial recovery solutions to UK organisations.

Main purpose:

To lead, develop, and scale the UK Client Services function, ensuring exceptional service delivery, strategic client engagement, and operational excellence. This role is pivotal in driving client satisfaction, retention, and revenue growth across our UK portfolio.

Key Responsibilities:

Own the UK Client Services strategy, aligning team performance with business objectives and client expectations. Champion a culture of accountability, continuous improvement and client-centricity.

The following skills are required:

Exceptional communication and interpersonal skills. Proven ability to lead, coach and develop teams. Decisive and confident in high-pressure situations. Strong relationship-builder with diverse teams. Demonstrates a consistent and professional approach.

Overall Responsibilities/Key Tasks:

Alongside other leadership colleagues, serve as a senior point of contact for all UK clients, including those of Ardent Credit Services.

Ensure the Client Services team operates as subject matter experts for each assigned client.

Assist Operations with client onboarding, transitions to business-as-usual, and ongoing relationship development.

Present client-provided KPIs to operation leaders to help drive performance insights and action.

Oversee SLAs, contracts, and client communications to ensure expectations are consistently exceeded.

Coordinate client audits and ensure audit readiness across the team.

Work with colleagues to establish clear audit protocols and compliance standards within team.

Attend prospect meetings and support business development initiatives.

Conduct regular client visits to strengthen relationships, resolve issues, and drive placement volume and revenue.

Forge effective working relationships with direct reports and internal stakeholders at all levels.

Resolve internally and externally identified issues efficiently resulting in the least amount of disruption to performance

Demonstrated proficiency in the following areas:

Ability to analyse information and present findings in a clear, concise and professional manner

Excellent relationship building & communication skills

Project management or proven ability to deliver exceptional results in a quantitative and quality measured position

Computer literacy

Education and Experience:

Degree or equivalent (preferred)

A minimum of 5-7 years' Collection industry or relevant client relationship and leadership experience

Working knowledge of commonly-used concepts, practices and procedures within the financial industry

What's in it for you?

Luxurious office environment in a superb location 31+ days' holidays per year including 8 bank holidays Healthcare Scheme
Company pension plan Allocated Parking Space Life Assurance
Salary Sacrifice Cycle2work & Electric Car schemes

There is a qualifying period for these benefits. They are also subject to a successful probation.
NOTWITHSTANDING the detail in this job description, the job holder from time to time will undertake such work as may be determined by their Line Manager and/or a member of the Senior Management Team consistent with the key tasks of the job.

Job Type: Full-time

Benefits:

Company pension Cycle to work scheme Employee discount On-site parking Referral programme Work from home
Ability to commute/relocate:

Salford M5 3EF: reliably commute or plan to relocate before starting work (preferred)
Application question(s):

Do you have working knowledge of commonly-used concepts, practices and procedures within the financial industry
Education:

Bachelor's (preferred)
Experience:

Collections Industry or client relationship and leadership : 5 years (required)
Work authorisation:

United Kingdom (preferred)
Willingness to travel:

25% (preferred)
Work Location: In person