Client Services Team Lead London

Flagstone is an online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. Our unique culture is our pride and joy and our competitive advantage.

To revolutionise the savings market, we need to be at our best. High performance takes more than talent – it takes a culture of kindness, respect, and growth. We are building a diverse, inclusive community, where your voice is heard and valued. With close support and room to develop, you can surpass even your own expectations and be rewarded for it.

As a Client Services Team Lead, you will be a key point of contact for our clients. You will oversee a team of Client Service Specialists, providing day‐to‐day line management, coaching and support to ensure high-quality performance and continuous development.

What you’ll do:

• Overseeing the delivery of client support across phone, email, chat and meetings, ensuring the team consistently meets agreed SLAs and KPIs.
• Managing and guiding the full lifecycle of client cases — including prioritisation, investigation, resolution and follow‐up — while supporting the team to do the same.
• Leading the handling of complaints with empathy, clarity and professionalism, including oversight and quality assurance of Trustpilot responses.
• Ensuring clients receive timely, clear and proactive updates, with well‐communicated next steps and realistic expectations.
• Escalating critical issues appropriately and collaborating with internal teams to drive efficient and effective resolution.
• Ensuring accurate and compliant documentation of all client interactions and actions across the team.
• Embedding and improving team processes, identifying opportunities to enhance workflows, service quality and consistency.
• Supporting and championing process improvement and automation initiatives to increase efficiency and reduce manual workload.
• Partnering with Product and Technology teams to surface client insights, influence roadmap discussions and drive continuous improvement.
• Coaching team members on their learning, development and performance, setting clear expectations and providing ongoing feedback.
• Fostering a positive, collaborative and high‐performing team culture.
• Role modelling and reinforcing Flagstone's values and behaviours across all aspects of client service and team leadership.

What you’ll bring:

• Experience in a client‐facing support or service management role, ideally within financial services or fintech, with a proven track record of delivering high‐quality client outcomes.
• Exposure to case management, including leading the resolution of complex queries and complaints, and supporting others to handle sensitive or escalated situations.
• Strong confidence, resilience and sound judgement when navigating challenging conversations, maintaining professionalism and clarity under pressure.
• Excellent written and verbal communication skills, with the ability to tailor messaging, provide clear rationale, and uphold high standards of accuracy and detail.
• Solid understanding of AML principles and regulated environments, or the proven ability to quickly build expertise in these areas.
• Demonstrated ability to manage multiple priorities, balancing operational demands with strategic thinking in a fast‐paced environment.
• Hands‐on experience with CRM and ticketing platforms such as Zendesk, Salesforce or similar systems, with the ability to interpret data and improve workflows.
• A proactive, improvement‐oriented mindset, with a history of identifying opportunities to enhance processes, customer experience or operational efficiency.
• A collaborative, team‐focused approach, with a desire to contribute to a positive culture while supporting the growth and development of others.
• Alignment with Flagstone's values and behaviours, acting as a role model for professionalism, integrity and service excellence.

Benefits:

• Hybrid working - Spend at least 1 day a week with your team in our collaborative London office.
• Competitive bonus scheme - designed to reward and recognise high performance.
• Flexible benefits budget - a pot to fund meaningful benefits for you.
• A range of salary sacrifice options to help you make tax efficient savings.
• Around the World scheme - 3 months work from anywhere scheme.
• Mental wellbeing support – Access therapy and mental health sessions through Spill.
• Learning and development – £1,000 personal development budget to help you grow in your role.
• Private health care - Enjoy all the benefits AXA has to offer.
• Medical cash plan - To help you with the costs of dental and optical expenses.
• Life insurance and Income Protection- four times your annual salary for peace of mind.
• Matched pension contributions up to 5%.
• 25 days holiday - plus bank holidays, well-being days and volunteering days.
• Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.

At Flagstone, we’re assembling a diverse team that defies our industry’s norms. We encourage you to apply, no matter your background.