Client Services Lead in London

About the role

Role is based in London. Third Financial is a leading provider of investment platform technology and outsourced operations to wealth managers, private banks and advisory firms. Our clients rely on us for the systems and services that sit at the heart of their business, and our Client Service team is the engine that keeps those services running smoothly every day.

As a Client Services Lead, you will hold direct service ownership for a portfolio of named clients while supporting the wider Client Service function. You will be the senior point of contact for those clients across the Platform and our outsourced investment operations, owning the service relationship end to end and setting the standard for how service is delivered across the team.

This role combines hands-on service delivery with a broader remit: alongside your own client portfolio, you will act as an escalation point for the team, lead the response to significant incidents and complex change, and help strengthen the processes, standards and reporting the whole function relies on. You will work closely with colleagues across Product, Technology and Operations, reporting directly into a Client Service Manager.

This role suits an experienced client service professional who is highly organised, calm under pressure and passionate about delivering outstanding client service, with the judgement to make decisions independently and the credibility to guide and support less experienced colleagues.

Responsibilities

• Named Client Ownership & Service Delivery
• Stakeholder Management
• Build and maintain strong, trusted relationships with key internal and external stakeholders, understanding their needs, priorities and expectations. Proactively engage stakeholders to ensure effective communication, alignment and collaboration across teams.
• Named Client Ownership
• Hold end-to-end service ownership for a portfolio of named clients, acting as their senior day-to-day contact and building trusted working relationships at operational and management level.
• Client Support & Query Handling
• Own client issues, queries and day-to-day support needs for your clients, including query handling, issue investigation, user access, reporting and system configuration changes such as fee setup, escalating where appropriate.
• Ticket Management & Resolution
• Own the ticket queue for your clients through to completion, keeping clients updated throughout and managing escalation to second and third line teams so nothing falls through the cracks.
• Monthly & Periodic Client Processes
• Own all monthly client processes, such as report generation, collate information for annual due diligence activity, and manage routine client communications including product releases and service updates.
• Incident, Change & Service Management
• Incident Management & Communication
• Lead the flow of information during incidents affecting your clients, engaging the right teams, co-ordinating the response through to resolution and ensuring clients receive clear and timely communication at every stage.
• Root-Cause Analysis & Prevention
• Facilitate root-cause analysis, ensure follow-up actions are owned and completed, and drive continuous improvement to prevent repeat issues and strengthen service quality.
• Change Request Management & Scheduling
• Gather requirements and triage change requests, raise them for consideration at the product forum, confirm estimates and prioritisation, and ensure timescales are agreed and shared with the client.
• Service Monitoring & Risk Mitigation
• Track SLAs, KPIs and service trends across your portfolio, maintaining a proactive view of service health and identifying and mitigating service risks before they escalate.
• Service Reporting & Governance
• Own service dashboards and internal and external service reporting on SLAs and service status, lead client service review meetings, prepare accurate monthly invoices and support service governance processes.
• Supporting the Wider Function
• Escalation Point & Team Support
• Act as an escalation and guidance point for Client Service Consultants, providing cover, coaching and quality review, and helping onboard and develop new joiners into the team.
• Standards, Process & Continuous Improvement
• Help define and improve the processes, playbooks and service standards the wider function relies on, sharing lessons learned from incidents and change across the team.
• Function-Wide Reporting & Initiatives
• Contribute to consolidated service reporting for the Client Management function and support cross-team initiatives, client onboarding and service improvement projects as required.

How success is measured

Success in this role is measured across five core metrics: First Response Time, First Contact Resolution, Average Handle Time, Pass-Through Rate and Client Satisfaction, alongside the health of the service relationships you own.

About you

• Significant experience in a client services or client operations role, within wealth management, investment platforms or outsourced operations.
• A track record of owning client relationships and delivering high-quality service, with the ability to handle escalations and incidents calmly and professionally.
• Strong working knowledge of ticketing, SLAs and service management processes, with a structured approach to triage, escalation and root-cause analysis.
• Experience leading client-facing communication during incidents and change, including running service review meetings.
• Strong attention to detail, comfortable managing complex, recurring processes and configuration changes without losing accuracy.
• Good technical aptitude, comfortable navigating platform technology and supporting system configuration and reporting.
• Excellent organisational skills and the ability to balance ownership of a named client portfolio with wider team and function responsibilities.
• The confidence to make decisions independently, and the credibility to guide, coach and support less experienced colleagues.
• A proactive, solutions-oriented mindset, focused on resolving issues quickly, preventing recurrence and continuously raising the standard of service.
• A genuine passion for delivering an outstanding client experience and a desire to grow within a high-performing team.

A little about us

We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion. For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.