Client Services Director

Element has a new and exciting opportunity for a CLIENT SERVICES DIRECTOR based at our busy laboratories in Deeside. The successful candidate will lead on Element Deesides client experience with a particular focus on maintaining strong client relationships. The CSD will identify developing market trends and with technical colleagues shape the innovation of our service offering. The role includes strategic account management and local commercial team leadership. The Client Services Director is a key member of the Deeside senior leadership team working closely with operational and technical leaders in shaping strategic plans guiding team development and leading by example with clients. The role is part of both the environment division sales team and the senior leadership team of Deeside and must collaborate closely with commercial operational and technical managers and colleagues.

Element Deeside is the largest analytical chemistry laboratory within the Element Group and the market leading UK laboratory undertaking the testing of soils waters wastes oils NAPLs ambient air soil vapours and gases from all over the world. The laboratory undertakes high volume routine analysis as well as offering bespoke method development technical support and hydrocarbon forensic interpretations to enhance the support we can deliver. The laboratory has an international reputation for service excellence and supports clients that require a higher level of technical expertise reliability in data quality and seamless project management from sample collection to timely delivery of data in the format of choice.

• Serve as the primary point of contact for key clients ensuring timely communication issue resolution and providing guidance. Act as the clients empathetic technically expert friend helping them perform effectively whilst building the relationship and Element revenue
• Strive for growth in both price and volume based on ever stronger client relationships
• Develop and implement strategies to enhance the client experience and support business growth
• Establish a pro-active strategic account manager / customer care plan to deepen relationships with existing clients and support revenue growth. Work closely with the GM and CSM so the division between sales and operations is invisible to our clients
• Develop a strong marketing approach raising lament profile consistent with our brand values and market position working with professional marketing colleagues
• Lead strategic client issue resolution taking service receover situations as a revenue growth and relationship strengthening opportunity
• Work to budget looking to optimise the client satisfaction and outputs in relation to cost
• Facilitate training and development programs for client services staff to maintain high standards of professionalism and technical knowledge
• Work consistently with UKAS standard (ISO 17025 and MCERTS) to ensure that the agreed quality standards and requirements are continually adhered to

• Degree or equivalent preferred
• Minimum of 3 years management experience preferably in a client-facing role
• Minimum of 10 years client-facing experience including consultancy in environmental industries
• Experience of TIC industry helpful but not essential
• Aptitude for understanding technical detail helpful

Benefits of working at Element

33 days annual holiday consisting of 25 days annual holiday and 8 days public
X4 Life Assurance
Legal & General Pension scheme with total contributions up to 12%
Enhanced Company Sick Pay

Health cash plan
Free Onsite Refreshments
Recommend a Friend Bonus
Perks At Work Discount Scheme

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Element is one of the fastest growing testing inspection and certification businesses in the world. Globally we have more than 9000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to Make tomorrow safer than today.

When failure in use is not an option we help customers make certain that their products materials processes and services are safe compliant and fit for purpose. From early R&D through complex regulatory approvals and into production our global laboratory network of scientists engineers and technologists support customers to achieve assurance over product quality sustainable outcomes and market access.

While we are proud of our global reach working at Element feels like being part of a smaller company. We empower you to take charge of your career and reward excellence and integrity with growth and development.

Industries across the world depend on our care attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

At Element we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age disability ethnic origin gender marital status race religion responsibility of dependents sexual orientation or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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