Liaison Team Leader - Shared Services (Permanent)
Location: London (Hybrid - 2 days per week in office)
Salary: £40,000 - £50,000

Butler Rose is working alongside our large, complex Business Services client who is seeking an experienced Liaison Team Leader to lead service delivery, stakeholder engagement, and operational performance across a high-volume, multi-client environment.

This is a hands-on leadership role suited to an experienced team manager who can balance people leadership, operational oversight, and continuous improvement within a fast-paced shared services function.

The organisation operates across multiple entities with complex operational processes, requiring strong communication, governance, and service management capabilities.

Key Responsibilities
* Lead, coach, and develop a team of Liaison Officers to deliver high-quality service
* Manage day-to-day operations, workloads, and resource planning
* Set clear objectives, KPIs, and performance expectations across the team
* Monitor workflows, SLAs, and service delivery metrics
* Act as a senior escalation point for complex queries and operational issues
* Build strong relationships with internal stakeholders, clients, and external partners
* Support communication between operations, finance, payroll, sales, and wider business functions
* Identify process gaps, inefficiencies, and opportunities for improvement
* Maintain SOPs, governance processes, and operational documentation
* Produce reporting and insight on team performance, service levels, and business impact
* Support system enhancements, automation initiatives, and transformation projects

Candidate Profile
* Previous experience leading a team within operations, shared services, customer service, or a similar environment
* Strong stakeholder management skills with confidence engaging at all levels
* Experience managing KPIs, SLAs, and service performance
* Ability to manage multiple priorities within a fast-paced environment
* Strong problem-solving skills with a practical, solutions-focused approach
* Experience improving processes and implementing operational change
* Excellent communication and leadership skills
* Commercially aware with a focus on service excellence

Why apply with us?
* Permanent opportunity within a large, established business services organisation
* Hybrid working model (2 days per week in the London office)
* Competitive salary package (£40,000 - £50,000)
* Opportunity to influence service improvements and team development
* Exposure to senior stakeholders and cross-functional projects
This is an excellent opportunity to join a dynamic organisation during a period of transformation, operational enhancement, and continued growth.

If you are interested in this opportunity and would like further information, please reach out to Cerys Smith.

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Butler Rose is committed to equality in the workplace and is an equal opportunity employer.
Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.