Team Leader of Client Service in London

Hours: Full time, 37.5 hours per week

CSC is seeking a passionate individual to lead DBS UK Service Team. Our Service Team plays a critical role in delivering on the CSC Promise, while supporting our global client base. In this role, you will partner with our Service Quality, Client Services (workflow), and Client Solutions Teams, to understand where coaching or focus may be needed within the Service Team, with the focus of developing the Service Team and ensuring they have all that they need to be successful in their role.

Some of the things you will be responsible for:

• Our People

• Lead the Market Service Team, driving consistent results related to overall performance outcomes
• Conduct regular 1x1s with team including semi-annual employee reviews, and employee performance improvement discussions, as necessary
• Assist with interviews, scheduling sit‐withs, and providing feedback on candidate observations
• Support the career pathing within the team and conduct team mentoring sessions, as requested and required
• Maintain time off requests and payroll records

• Partner with Service Workflow, Client Solutions, and Quality Teams, to understand where team members are excelling or where additional focus may be needed – use these insights to drive 1x1 conversations and mentoring sessions
• Stay in tune with client health within the market by maintaining a client outreach schedule and making calls to clients to obtain their feedback regarding CSC's service and offerings
• Own your market by staying in tune with client satisfaction via onboarding follow‐up calls, assessing client lifecycle, participating in Client Health discussions, and assisting with client escalations
• Help grow the market using data‐driven insights and partnering with CSPs, SAMs, and Sales team members within the region, to ensure clients are getting exposure to the services that best suit their needs
• Facilitate the Voice of the Customer process by submitting enhancement requests when requested by clients
• Support your direct team colleagues, as needed

What technical skills, experience, and qualifications do you need?

• A demonstrated ability to lead others to achieve common goals. Setting a standard of accountability within the team, while also supporting individual's needs and development.
• Ability to multi-task, prioritise, adapt, and deliver results in a deadline driven environment.
• Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made.
• Strong negotiation, listening, and communication skills, both verbal and written.
• Experience communicating effectively with technical teams, non‐technical teams, teammates, and all levels of leadership.
• Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.).
• Exceptional attention to detail.

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge‐based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.

CSC is committed to creating a feeling of belonging through a diverse and growth‐oriented environment where everyone is valued. CSC colleagues have global career opportunities and excellent benefits, including annual success‐sharing bonuses or commission plans based on individual performance.

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging.

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly to our website and not through third‐party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

Why Work with CSC?

At CSC, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.

CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

CSC is a great place to work with smart and dedicated people. We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.

We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals. Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.

CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more. As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.