Client Services Operations

Henner Group

Client Services Operations responsible for client interactions and complaints management. Ensuring alignment between operational execution and partner expectations in a hybrid work environment.

Posted 6/15/2026full-timeLisbon • 🇵🇹 PortugalMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Act as a primary point of contact for clients/partners on operational topics
Build and maintain strong working relationships with stakeholders
Ensure timely and clear communication of updates, insights, and actions
Consolidate and analyse complaint data
Provide regular updates on ongoing complaint cases to stakeholders
Support escalation analysis, including: Identification of critical issues and definition of required corrective action
Work closely with CSOs responsible for direct member contact, ensuring alignment between insights and operational handling
Own and maintain the Quality Improvement Plan: Track actions and progress
Identify improvement opportunities based on complaint insights and quality assessments
Perform complementary quality evaluations to support existing assessments
Support Partner Audit processes, including: Gathering required documentation, preparing materials for audit sessions, participating in audit meetings
Ensure accurate and timely reporting and develop content for client/partner meetings

Requirements

What you’ll need

Experience in client-facing roles, preferably in operations or customer experience
Background in complaints handling, quality, or process improvement is a strong plus
Experience working with cross-functional teams and stakeholders
Strong analytical and problem-solving skills
Excellent communication and stakeholder management skills
High level of organization and attention to detail
Ability to manage multiple priorities and deadlines
Fluent in English (C1 level), Portuguese and/ or French are a plus
Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)

Benefits

Comp & perks

free healthcare insurance for you and your family
annual variable bonus if you achieve your objectives
quarterly profit-sharing bonus
meal allowance
monthly transportation allowance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

complaints handlingquality improvementprocess improvementanalytical skillsproblem-solving skillsreportingquality evaluationsaudit processes

Soft Skills

communication skillsstakeholder managementorganizational skillsattention to detailability to manage multiple prioritiesrelationship building