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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 client 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.
Client Services Team Lead | £70,000 – £80,000 | Hybrid | Professional Services
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!
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 recommendations can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We suggest using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've driven customer satisfaction and managed complex disputes. Numbers speak volumes, so bring those stats along!
✨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 and engaged with our platform.
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 match 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: Your cover letter is your chance to shine! Use it 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 in previous positions.
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you motivate your team, set performance goals, and handle escalations. This will help us see how you can contribute to our close-knit team.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the conversation about your future with StudySmarter!
How to prepare for a job interview at Franklin Fitch
✨Know Your Stuff
Make sure you’re well-versed in the company’s services and the specific role of a Client Services Team Lead. Brush up on customer success strategies, especially in regulated environments, as this will show your understanding of the industry and the challenges they face.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and driving performance. Think about times when you’ve set clear goals, coached team members, or resolved complex disputes. This will demonstrate your capability to lead and develop a close-knit team effectively.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific client situations or disputes. Prepare by thinking through potential scenarios related to high-value clients and complex cases. This will help you articulate your thought process and decision-making skills during the interview.
✨Align with Business Goals
Understand how the client services function aligns with broader business objectives. Be prepared to discuss how you can influence product development and enhance service delivery to meet those goals. This shows you’re not just focused on the day-to-day but also on strategic collaboration.
