Customer Service Lead (CSL)-GBS transormation

About Proservartner Proservartner is a fast growing international consulting firm headquartered in London, with teams and clients around the world. For more than a decade we have helped organisations design and deliver next generation operations: redefining operating models, optimising processes and embedding automation and AI across Finance, HR and beyond. Our work spans GBS and transformation, outsourcing advisory, AI and automation, process and task mining, change management, and learning and development. We work side by side with our clients' teams, bringing pragmatic, experienced practitioners, data, leading tools and complete independence, so the advice we give is honest and the results last.

The role at a glance -Role: Customer Service Lead (CSL) -Focus: Digital-led GBS transformation and customer experience -Core remit: Existing client account management, growth and service delivery -Key partnerships: Advisory, Automation and client delivery teams -Experience: 7+ years in business development and account management -Success measures: Revenue growth, proposals, client satisfaction and delivery governance

About the role As Customer Service Lead (CSL), you will develop and grow relationships across an existing portfolio of clients, combining excellent customer service with digital-led transformation. You will identify client challenges, shape relevant propositions from the Proservartner service catalogue and work with Advisory, Automation and delivery teams to improve processes, strengthen customer experience and create sustainable account growth.

Key responsibilities Own and develop relationships across an existing client portfolio, identifying needs and converting opportunities into account growth. Shape and present consulting propositions using Proservartner services across GBS, process improvement and digital transformation. Partner with Advisory teams to identify process improvements and operational efficiencies aligned with client objectives. Work with Automation teams and technology partners to identify practical digital opportunities and support implementation. Improve customer experience by analysing feedback, resolving pain points and strengthening client relationships. Provide guidance, coaching and support to customer service colleagues to maintain consistently high service standards. Maintain clear account plans, accurate CRM records, pipeline reporting and disciplined handovers to delivery teams. Establish quality assurance standards, coordinate relevant training and oversee timely resolution of client issues. Work with delivery leads to maintain strong governance, client satisfaction and successful project outcomes.

What you'll bring Essential More than seven years of experience in business development and account management. Strong client relationship, communication, leadership and team management skills. Experience with customer service systems, CRM tools and data-led performance improvement. Knowledge of GBS consulting services, process optimisation and project management. Understanding of digital enablement platforms and how technology-led consulting solutions are developed and delivered. Ability to identify client needs, develop propositions and collaborate effectively across advisory and delivery teams. Desirable Bachelor's degree in Business Administration, Management or a related discipline; a master's degree is an advantage. Experience supporting customer experience improvement, training or service quality programmes.

Measures of success Sales value: Achieve £1m in annual revenue sold to clients; track progress monthly. Sales growth: Deliver 10% revenue growth per period, reviewed monthly and annually. New client wins introduced: Generate two introductions per month that convert into revenue wins. Proposals submitted: Submit 10 quality-assured proposals per month, including cross-selling opportunities; review monthly and annually. Engagement profitability: Monitor the marginal profitability of work won against baseline effort rates, by proposal and in aggregate each period. Proposal-to-win conversion: Target a 6:1 proposal-to-win ratio, measured monthly and annually. Service line offerings: Develop four reusable, client-specific service offerings per year using existing Proservartner capabilities. Client delivery leadership: Meet Project Manager checklist and delivery reporting requirements for allocated client engagements, reviewed monthly. Client feedback: Achieve a minimum client feedback score of 8 for projects led by the team, reviewed periodically.

Why join Proservartner Help clients improve customer experience while delivering meaningful digital-led transformation. Collaborate with experienced GBS, Advisory and Automation practitioners. Build long-term client partnerships and shape practical, measurable improvements.