JOB TITLE: HEAD OF CLIENT SERVICES – MATERNITY COVER
WHO WE ARE:
Ten Forward Finance are an established 2 partner, ACCA qualified firm, with over 20 employees and an enviable client base. We have invested heavily in beautiful offices, technology and staff to grow the business and want to maintain this growth by recruiting further high-quality professionals. We are currently looking for a Head of Client Services as maternity cover for the next 12-18 months.
PURPOSE OF THE ROLE:
To manage and develop our team of Client Managers and be responsible for the delivery of client services. To develop and implement the company’s strategies alongside the other Team Leaders. To promote our purpose, vision, mission and principles to all our stakeholders.
SUMMARY OF THE ROLE
You are an ambassador of the Ten Forward Way, living and breathing our principles, and nurturing them in your team. Heading up our Client Managers, you will ensure they feel supported, engaged, and able to consistently deliver the highest standard of service to our clients in the Ten Forward Way. You will have a comprehensive overview of client interactions, day-to-day activity and workflows, and will need a thorough understanding of these. However, there may also be some hands-on involvement directly with clients. Bringing technical expertise, organisational skills and inspiring leadership qualities together in a balanced way, you have the opportunity to develop the next generation of accountants. At the heart of Ten Forward is a “client-led” approach, and your role is pivotal in promoting that within the business.
ROLE WITHIN THE ORGANISATION
As Head of Client Services, you are a member of the Management Team. You have complete control and governance of the Client Services team, and also interact with the Technical Services, Operations, and Digital and Commercial Strategy departments. You will be accountable to the Management Team for most aspects of your role. However, as a member of the Management Team, ultimately, you will report into the Board of Directors.
Leadership of the Client Service team, ensuring that the delivery of our services to upwards of 300 clients is delivered to our standards.
Planning, budgeting, and monitoring a team of up to 15 people (currently a team of 9).
Development, training and mentoring of team members and apprentices.
A member of the Management Team, responsible for making decisions involving day to day operations and for the development and implementation of the firm’s strategies.
Delivery of core compliance services to clients (bookkeeping, VAT returns, payroll, management reporting, virtual finance function and year-end accounts working papers).
Assisting with non-compliance services, new client onboarding, and identifying client requirements that fall outside of your department to ensure these are completed.
Planning and managing deadlines, budgeting and monitoring of the team and resources.
Team development, training and mentoring.
Management Team duties, including responsibility for the day-to-day operations of the company, and reviewing and improving the strategies with the rest of the Management Team.
QUALIFICATIONS AND SKILLS
You will need a minimum of five years’ practice experience, preferably ACCA or equivalent with a good grasp of UK compliance. An excellent working knowledge of UK VAT, bookkeeping to trial balance, fixed assets management, interim reporting, period-end adjustments and journals.
Excellent working knowledge of software, tools and applications within the Accounting Industry, in particular, Xero and TaxCalc would be advantageous. This role requires meticulous planning and organisational skills, inspiring leadership and mentoring abilities, and experience in successfully leading a team of at least ten people.
As this is a multifaceted role, you will need to embrace skills across a variety of areas, including financial accounting, commercial and people management. You must have a passion for championing your team, your clients and the community. Helping all of these groups achieve what is important to them is a continuous balancing act. For this role you need to have the following skills.
An excellent listener and communicator.
Able to challenge and be challenged.
Able to remain an effective leader and manager under pressure.
A relationship builder, striving to get the best out of people.
Diplomatic, firm, gentle, and decisive when you need to be to accomplish a goal.
Switched on to what makes people tick and how to influence their behaviour.
Passionate about training, moulding, guiding and mentoring people.
Excited by the opportunity to lead, take responsibility and take ownership.
Able to seek out direct feedback and make personal development and growth a priority.
Skilled in managing conflicting agendas and personalities, ensuring teams can focus on delivering for the long-term good of the business.
Able to draw on strong analytical skills or instincts at the right times to make the right judgment call.
Skilled at balancing and prioritising multiple projects at the same time.
Thorough knowledge of the technical services we provide.
Able to review technical work and give feedback to your team.
Able to explain technical accounting areas to others in plain English.
A deep understanding of Client Service and client satisfaction in the accounting industry.
A Strategic thinker.
Good commercial awareness – demonstrated in an understanding of how to make business decisions while keeping individuals and groups engaged.
The ability to translate broader objectives into day to day operations and decisions.
An ability to stay focussed on the company’s purpose and use the principles to guide your day-to-day decision-making.
A keen desire to understand the needs of your team and those of the clients they serve.
Constantly questioning how your actions and those of the business will help to meet the needs of these groups.
A champion of organisation and practical problem-solving.
A default to always prioritise the right decision over the easy choice.
A positive, roll-up-your-sleeves mindset, and being willing to take on lower-level and higher-level work based on what needs to be done.
In return, you will be part of a growing accountancy firm who will support you, your training and personal growth. Our Company benefits include 25 days annual leave plus bank holidays, a generous annual training allowance and support, company pension scheme, access to our employee assistance programme, great discounts on Perkbox, flexible working hours and more!