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- Tasks: Lead a dynamic team to deliver exceptional client service and resolve complex issues.
- Company: Join a top-tier professional services firm with a focus on customer success.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real impact by shaping service delivery and enhancing customer satisfaction.
- Qualifications: 5+ years in customer service with leadership experience and strong dispute resolution skills.
- Other info: Fast-paced environment with a focus on operational excellence and strategic collaboration.
The predicted salary is between 60000 - 84000 £ per year.
Direct message the job poster from Franklin Fitch
Senior Recruitment Consultant at Franklin Fitch
Are you a proven leader in customer success who thrives in fast‑paced, regulated environments? We’re looking for a Client Services Team Lead to head up a top‑tier client service team, supporting high‑value UK clients and driving exceptional service standards.
This is a unique opportunity to combine hands‑on customer interaction with team leadership, strategic collaboration, and operational excellence. You’ll be the final escalation point for complex cases, while shaping service delivery that directly influences business outcomes and customer satisfaction.
Key Responsibilities:
Lead & Develop the Team
- Manage and develop a close‑knit team of Client Service Managers
- Set clear performance goals and deliver regular coaching and reviews
- Design resource allocation and shift patterns to ensure coverage
- Drive productivity and customer satisfaction (80%+ CSAT) targets
Operational Excellence
- Act as the senior escalation point for complex disputes and complaints
- Make high‑impact decisions on resolutions, refunds, and exceptions
- Refine service standards, policies, and escalation pathways
- Track and report performance insights to senior leadership
Strategic Collaboration
- Work with commercial teams to align client servicing with business goals
- Influence product development and platform enhancements
- Represent the customer voice in cross‑functional projects
- Ensure compliance with FCA and industry regulations
Service Delivery
- Handle high‑value and complex client cases requiring senior intervention
- Provide guidance on advanced trading strategies and complex products
- Oversee vulnerable client interactions with enhanced care protocols
- Balance reduced personal caseload with leadership priorities
What you need:
- 5+ years’ experience in customer service, including 2+ years in team leadership
- Proven success managing high‑value customer relationships and complex disputes
- Strong performance management and coaching background
- Excellent stakeholder management and crisis resolution skills
Please apply now for immediate consideration!
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Client Services Team Lead employer: Franklin Fitch
Contact Detail:
Franklin Fitch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Client Services Team Lead role. Personal referrals can give you a leg up, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend using the STAR method to structure your answers, showcasing your experience in managing high-value relationships and resolving complex disputes.
✨Tip Number 3
Showcase your achievements! When discussing your past roles, highlight specific metrics like CSAT scores or successful project outcomes. This will demonstrate your impact and align with the operational excellence they’re looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Client Services Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Client Services Team Lead role. Highlight your leadership experience and any specific achievements in customer service that demonstrate your ability to drive satisfaction and manage complex cases.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've led teams, resolved disputes, and improved service standards. This is your chance to show your personality and passion for customer success!
Showcase Your Leadership Style: In your application, give us a glimpse into your leadership style. We want to know how you motivate your team, set performance goals, and handle escalations. Use real-life scenarios to illustrate your approach and impact.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, it shows us you’re serious about joining the StudySmarter family!
How to prepare for a job interview at Franklin Fitch
✨Know Your Stuff
Make sure you’re well-versed in the specifics of client services and customer success. Brush up on your knowledge of FCA regulations and how they impact service delivery. Being able to discuss these topics confidently will show that you’re serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you’ve set performance goals, coached team members, or resolved complex disputes. This will demonstrate your capability to manage and develop a close-knit team effectively.
✨Be Ready for Scenario Questions
Expect to face questions that put you in hypothetical situations related to client interactions and escalations. Practice articulating your thought process and decision-making skills in these scenarios, as they’ll want to see how you handle high-pressure situations.
✨Align with Business Goals
Understand how client servicing aligns with broader business objectives. Be prepared to discuss how you can influence product development and enhance service standards. Showing that you can think strategically will set you apart from other candidates.
