Client Services Team Leader in Haywards Heath

Do you want to lead a Client Services team that keeps client data accurate, secure and on time across Europe? Are you interested in joining one of Europe’s fastest growing companies? Do you want to impact the wellbeing of millions of users? If yes, join us to make an impact in a fast-paced and dynamic environment where you’ll lead a high-performing team, raise the standard of client service, and automate the way client data is processed and shared.

Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets. Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

Your mission at Epassi:

• You are the primary point of accountability for our Client Services Associates.
• You report to the Director of Professional Services, line manage the whole Client Services team, and work in a hybrid setup from our office in Haywards Heath.
• This is a replacement role, so you will step into an established team and set of processes and make them your own.
• You own the processes the team works by, from ticket handling to Provider and Payroll reporting, and you make sure they are followed, documented and always improving.
• You are also the escalation point for complex client issues and you drive automation that reduces manual work and keeps client data secure.

Your responsibilities will be:

• Lead and line manage the Client Services Associates, with day-to-day guidance, performance management, and support for recruitment, onboarding and development.
• Build a positive, inclusive team culture with a shared commitment to excellence.
• Own and oversee all Client Services processes, including SOPs and the internal knowledge base, and partner with the Delivery Team to release precise documentation as clients move into business as usual.
• Monitor quality across all team outputs and take corrective action where needed.
• Track and report on SLA performance across client accounts and ticket types, and act early on trends and risks.
• Act as first point of escalation for complex or sensitive client issues, and keep client relationships strong while they are resolved.
• Identify and implement automation for data transformation and formatting, and make sure client data is shared through secure, approved methods in line with GDPR.
• Work closely with Support, Delivery, Training and Product teams, and feed client and operational insights back to improve product and processes.

You’ll be successful in this role if you:

• Have all Client Services processes documented, consistently followed and regularly reviewed for improvement.
• Track, report and meet SLAs across the team, and spot and address issues before they grow.
• Lead a motivated team that delivers a high standard of client service at all times.
• Resolve escalations efficiently, with clear communication and a clear resolution path.
• Have automation and data transformation workflows running that reduce manual effort and improve data security, and give leadership clear visibility of team performance, quality and operational issues through regular reporting.

What you’ll be doing (daily):

• Allocate workload across the Client Services team.
• Monitor the inbound Zendesk queues and ticket flow to keep SLAs on track.
• Review and sign off key client outputs, including Provider and Payroll reporting.
• Run quality checks and give your team structured feedback.
• Design and refine automated workflows for data transformation and secure file distribution.
• Update process documentation and the knowledge base as things change.
• Prepare weekly and monthly performance reports, and align with the Director of Professional Services on team priorities.

What you should bring:

• Proven experience in client services, customer support or operations, ideally in a SaaS or technology business.
• Previous team leadership or supervisory experience, with a track record of managing performance and developing people.
• Experience monitoring and reporting on SLAs and service quality metrics.
• Hands-on experience with data handling, transformation and secure file management.
• Proficiency in Outlook, Word and Excel (intermediate to advanced), plus confidence with a ticketing system such as Zendesk, internal SaaS platforms, and reporting or dashboarding tools.
• Experience with automation or workflow tools, an understanding of GDPR and data security, experience in the HR, benefits or payroll industry, and ITIL or similar awareness are a strong plus.

Your language profile:

• Fluent English.

Your track record:

• You have led a team and improved its performance while developing the individuals in it.
• You have owned an operational process end to end and made it measurably better.
• You have tracked SLAs and quality metrics and acted on what the data showed.
• You have led client-facing calls and handled escalated situations so that conversations stayed clear, productive and action-oriented.

Your competency profile:

• Leadership: You lead by example, earn your team’s trust, and bring confidence and empathy to how you guide people.
• Problem solving: You stay calm and structured under pressure and focus on solutions.
• Accountability: You take ownership of team outcomes and follow through.
• Continuous improvement: You are proactive and always look for better ways of working.
• Communication: You flex your style for different audiences, from frontline associates to senior stakeholders.
• Collaboration: You build constructive relationships across teams to improve the client experience.

Why You Should Join Us:

• Join at the inflection point: Epassi is scaling from a federation of acquired businesses into one growth company, backed by two of the world's leading growth investors.
• Join a People team being rebuilt around modern ways of working, strong data and AI as a genuine multiplier.
• Real influence, fast — you shape organisation, talent and culture decisions with senior leaders, in the room, not downstream of it.
• Breadth and ownership: you shape the people agenda for Go-to-Market, and hold the country hat for the UK too.