Head of Customer Services

Role Overview

We are seeking a highly organised, proactive, and client-centric professional to join our leadership team. This dual-faceted role ensures operational excellence across our office while upholding the highest standards of client service delivery.

You will act as the bridge between our internal practice groups and our external clients. The ideal candidate is not just an administrator but a relationship builder who understands that client retention is driven by seamless service, accurate financial management, and proactive communication. You will manage a specific practice area, oversee partner activities, and manage the full client engagement lifecycle—from initial enquiry to billing and follow-up.

Key Responsibilities

1. Client Relationship Management & Customer Service Leadership

• Client Journey Ownership: Manage the end-to-end client experience, ensuring every touchpoint reflects the firm’s standards of excellence.

• Relationship Building: Serve as the primary point of contact for high-value clients. Proactively manage client relationships to ensure satisfaction, identify opportunities for additional services, and mitigate potential conflicts.

• Inquiry Management: Oversee the centralised client inquiry process. Triage incoming requests, assign them to the appropriate practice area, and ensure timely, professional responses.

• Client Engagement: Draft, review, and issue client engagement letters, ensuring all terms and scope of work are accurately documented and compliant with firm policies.

2. Practice Area & Partner Support

• Practice Management: Take ownership of the operational management of a specific practice area. This includes monitoring workflow, tracking deadlines, and ensuring the team has the resources needed to deliver work.

• Partner Liaison: Manage and coordinate activities for Partners. This involves scheduling, preparing materials for client meetings, and ensuring Partners are briefed on client status and potential issues.

• Workflow Optimization: Identify bottlenecks in administrative and client service processes and implement solutions to improve efficiency.

3. Financial & Administrative Management

• Client Accounting: Manage basic client accounting functions, including generating invoices, tracking accounts receivable, and following up on outstanding payments in a professional and diplomatic manner.

• Billing Coordination: Work closely with the finance department to ensure accurate and timely billing, resolving any client queries regarding invoices or time entries.

• Office Operations: Oversee the daily operations of the office, including vendor management, supply inventory, and ensuring a safe and professional working environment.

Qualifications & Skills

Essential:

• Experience: 5+ years of experience in a professional services environment (Legal, Accounting, Consulting, or Financial Services), with a mix of office management and client-facing responsibilities.

• Education: Bachelor’s degree in business administration or a relevant field preferred; equivalent experience will be considered.

• Relationship Management: Demonstrated ability to build and maintain long-term client relationships.

• Financial Acumen: Experience with basic accounting principles, invoicing, and accounts receivable follow-up.

• Communication: Good English and Thai written and verbal communication skills.

• Tech Proficiency: High proficiency in MS Office Suite (Word, Excel, Outlook) and experience with CRM software or practice management systems.

Desirable:

• Experience in a law firm or accounting practice.

• Experience implementing new client service protocols or software.

• Project management certification (PMP) or similar.

Personal Attributes

• Client-Centric Mindset: You instinctively prioritize the client’s needs while balancing the firm’s commercial interests.

• Discretion: Ability to handle confidential information with absolute integrity.

• Multitasker: Capable of switching between high-level strategic thinking and granular administrative tasks.

• Proactive Problem Solver: You anticipate issues before they arise and take ownership of finding solutions.