This position offers a competitive salary, a great bonus and comprehensive benefits. Embark on a career where every call is a connection, every account is an opportunity, and every shift filled is a success story. Join our dynamic team, where you'll be at the forefront of all things customer-related, from handling incoming client calls and managing accounts to actively seeking client feedback. We encourage you to apply today!
Job Title: Head of Client Success
Reporting to: Director of Operations
Location: Remote (travel to visit clients may be required)
Salary: Up to £55,000 + Bonus + Car Allowance
Benefits:
Pension Scheme
Training and Personal Development Support
myHealthPlan: Access to a virtual GP and mental health support through a ‘best in class’ Colleague Assistance Programme (EAP)
Perks at Work: Over 30,000 deals and discounts for your favourite brands across 20 categories including, groceries, fashion, electronics and more
28 days annual leave including bank holidays (rising to 33 after the first year and increasing with length of service)
Who are we?
Today, with technology at the very core of its operations, Newcross is one of the UK’s leading providers of temporary nursing and healthcare staffing solutions with ambitions to become the world’s largest nursing platform. By creating a more dynamic, effective and efficient business model that will revolutionise the experience for both colleagues and clients, Newcross wants to redefine excellence in the healthcare industry and continually disrupt the market.
At Newcross, we are passionate about helping our employees realise their career potential. Our DNA is rooted in a relentless pursuit of excellence, where we will encourage you to constantly challenge yourself and break new ground. Join our supportive and collaborative team, where you will have the opportunity to grow and develop your career. Be part of a company that believes nothing is too hard and seeks out exceptional individuals who are driven to facilitate high-quality care. Unlock your potential and embark on a rewarding career journey with Newcross Healthcare.
Who are you?
To join us as a Head of Client Success you will have extensive regional/national management or senior account management experience, preferably in Healthcare with proven success in high-target environments, adept at remote team management and achieving OKRs.
You will have a background in digital/platform-oriented businesses, with a knack for innovative technical solutions.
You will use your strong relationship building skills across diverse customer segments.
Proficient in performance management, providing feedback and coaching for individual and team success with an analytical mindset, skilled in dashboard data interpretation and strategic prioritisation.
You will be resilient to change, adaptable to exponential growth, and supportive of team members through transitions.
What will you do?
Whilst a full job description can be supplied, here are a few of the key responsibilities for the role:
Leadership
• Lead a team of sector experts to achieve ‘Number 1’ status through effective management of service-related activities driving exponential growth.
• Plan and manage team activities to expand market share and establish Newcross as the top provider in the sector.
• Foster a high-performance culture by engaging and motivating the team.
• Set and review OKRs regularly to ensure exceptional team performance and take remedial actions as needed.
• Orient and train new team members on market insights and competitor activity.
Operational Performance
• Ensure exceptional customer satisfaction by meeting stretching targets in CSAT scores, covered hours, references, and complaint management.
• Drive targets for churn management and margin improvement, including understanding wallet share and competitor landscape.
• Manage complaints efficiently, collaborating with teams for optimal outcomes and demonstrating exceptional customer service.
Digitalisation
• Develop deep client understanding and collaborate with Product and Data teams to enhance the digital client experience.
• Manage client compliance using HealthForceGo (HFGo) app and promote digital-first solutions.
• Ensure effective use of internal systems and databases, maintaining accurate client records and CRM.
General
• Collaborate with colleagues to innovate and enhance Newcross' offerings continuously.
• Exemplify passion as a Newcross Brand Ambassador, elevating standards of accomplishments and achievements.
If you have a proven track record in leadership, operational excellence, and digital innovation, along with a passion for continuous improvement, we invite you to apply. Join us at Newcross and lead your team to unprecedented success. Apply now to embark on a rewarding journey with us!
We encourage you to apply today!
Equality, diversity and inclusion:
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.
If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend an interview, please contact us and we will talk to you about how we can assist.