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Head of WEM Practice

Job Type Full time

Who we are and what we do

Business Systems is the UK’s largest and most well-established Enterprise Communications Solutions Provider covering Monitor & Compliance, Workforce Engagement Management and Cloud Communications.  We have built a strong reputation for delivering complex projects on time to a global customer base and have an impressive client list including The Bank of England, HSBC and Shell.  We’ve been established for over 30 years and have offices in Isleworth and the City of London. 

As well as delivering & maintaining best in class Enterprise Communications Solutions from Enterprise vendors we also develop our own Products on cloud and on-premise platforms.  As an independent provider, our technical capabilities are complemented with broad and extremely strong customer relationships meaning we are uniquely placed to provide our customers with the best fit solution for their business. 

Business Systems is large enough to have a strong reputation in Financial Services, Contact Centres and the Public Sector but is small enough that you will interact with Board members and senior management daily and have the opportunity to make a big impact. 

The Role


Key responsibilities: 

  • Issuing and reallocating work within the WEM team to ensure priorities are met and all individuals are fully utilised.
  • To undertake regular appraisal reviews, provide the appropriate development, coaching and motivation for the WEM team.
  • To ensure the WEM team are focused on opportunities to grow the Company’s WEM revenue and meet company targets.
  • To ensure the WEM team are focused on customer success, increasing propensity to renew and providing good cross-selling / upselling opportunities.
  • Involvement in the recruitment processes for the WEM team as and when required.
  • Acting as the first point of contact for escalations for all the WEM team in relation to daily operational activities and customer issues. Managing issues and employing decision making to ensure the best outcome.
  • Responsible for updating and developing new and current WEM processes.
  • Ensuring there is good market awareness so that we can manage our product portfolio accordingly and be aware of what we are up against from a competitor analysis perspective.
  • Developing sales documentation to aid the Sales department in the provision of demonstrations, proposals and general knowledge.
  • Responsible for putting forward plans on how the WEM Team operates and planning for future improvements in the WEM that is provided.
  • Working closely with Technical Services Managers and Sales Manager to ensure there is regular open communication and a good exchange of information with the goal of improving interoperability between departments
  • Provide training sessions/workshops either within the team or to our departments on new product/solution offerings.
  • Reporting on team performance to Senior Management.
  • Assisting in any future change programs.
  • Helping to manage and maintain good vendor relationships that we have, whilst building new ones (where applicable).
  • Keeping up to date with all changes within company policies and ensuring necessary changes are implemented within the team and that policies and procedures are adhered to.

Consulting responsibilities:  

  • Providing a WEM consultancy service with a strong level of customer focus and engagement.
  • Assisting the customer in creating the rules and metrics that will be deployed to ensure their operations resource needs and business requirements are met, offering guidance and advice as needed. Running workshops with the customer as required.
  • Deliver end-user training if required.
  • On-site management of “go live” to ensure successful deployment and carry out UAT (User Acceptance Testing) as required.
  • Prepare a handover for the technical services/support services function.
  • Undertake post deployment best practice sessions to ensure the system is being used and assist the customer in gaining value from the solution.
  • Support and work in conjunction with sales and pre-sales teams to establish professional relationships with customers and to identify customer requirements and develop customer proposals to provide end-to-end business solutions.
  • Represent Business Systems in a consultant capacity at customer meetings and sales presentations.
  • Working with sales to recommend the most suitable solution in accordance with the customer’s requirements and Company’s product sets.
  • Assist the sales teams in the provision of quotations to customers and with WEM consulting & product queries.
  • Reviewing & approving Works Orders within agreed timelines to process sales and initiate project phases.
  • Manage all consulting and subject matter expert responses relating to tender/RFI/RFP documents. Work in conjunction with sales and pre-sales teams to provide a professional customer-focused response.

Other responsibilities:

  • Keeping abreast of product & consulting advancements through reading relevant journals, self-study and attending company training.
  • Promoting Business Systems UK Ltd through a high standard of work and building/strengthening customer relations.
  • Establishing and building positive, communicative and collaborative internal relationships.
  • Such other tasks as may be necessary in support of the operations of the company and other staff members as identified by the line manager.

Skills, Experience and Attributes Required

  • Excellent internal and external stakeholder management
  • Credible and confident communicator (written and verbal) at all levels
  • Strong leadership and mentoring experience to support team members individual growth, learning and development
  • Demonstrable track record & skills/experience gained within a similar position/level
  • Ability to manage complex cross-functional projects
  • Experience managing and mitigating risk
  • Great knowledge of project and change management
  • Innovative and self-motivated with the ability to work proactively using own initiative
  • Passionate about achieving high levels of excellence and results driven
  • Excellent attention to detail with the ability to work accurately in a fast-paced and demanding client-focused environment
  • Ability to cope well with pressure, assertive and adaptable
  • Committed to individual and organisational learning and development

What’s in it for you

To work for a company that understands the importance of a work life balance.  Our culture is one that focuses on outcomes, great delivery and working as a team and we try to be as flexible and pragmatic as possible about how that gets done. 

A company that is on a significant growth curve and is keen to take on new ideas and apply them within the team and the broader organisation.  

Salary, benefits, working hours and place of work:

  • Competitive salary (dependant on skills and experience)
  • Annual leave starting at 25 days which increases to 26 days upon 4 years service and 27 days upon 5 years service (plus bank holidays)
  • Life insurance
  • Pension Scheme (matched contribution up to 5%)
  • Private Medical Cover (upon successful completion of probation period)
  • Childcare Voucher Scheme
  • Due to COVID-19, We’ve implemented a virtual hiring process and continue to interview candidates by phone/video conference and are onboarding new hires remotely.
  • Location: Flexible working. The successful candidate can choose to work remotely or from our Isleworth office (27 mins from Clapham Junction and 37 mins from Waterloo) or City office. However there will be occasions required to attend the office.
  • You will be able to work flexible working hours – 8.5 hours (including 1 hour for lunch) to be worked between the hours of 08:00 and 18:00 each day, Monday to Friday.

If you are interested in applying for this position, please email our HR department at [email protected] with a covering letter and CV.