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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.
Job Responsibility
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
Requirements
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
What we offer
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