Client Service Lead - New Client Team, Wealth Client Care in Liverpool

Department: Wealth Management Propositions & Client Care

Location: Liverpool

Contract Type: Permanent

Purpose

We are looking for a Client Service Lead (CSL) to lead our New Client Team, ensuring prospective clients receive a professional, responsive and client-focused experience from their very first interaction with Rathbones. You will lead, coach and develop a team responsible for managing new client enquiries, qualification activity and lead progression, while driving high standards of service, operational excellence and continuous improvement. Working closely with stakeholders across Wealth Client Care, Investment Management, Marketing, Operations and Digital teams, you will play a key role in improving client outcomes, enhancing team performance and supporting business growth objectives.

Outcomes for the role

• Optimise the team’s approach to prospective new client engagement, ensuring timely, effective and professional contact through both telephony and digital channels.
• Improve contact rates and speed of engagement by monitoring performance, identifying barriers and implementing practical improvements to ways of working.
• Ensure qualification conversations are clear, consistent and focused on capturing the right information to support appropriate progression through the new client journey.
• Drive progression of prospective clients by supporting the team to manage follow-up activity, next steps and handovers efficiently and accurately.
• Enhance the prospective client experience by embedding service standards that create a welcoming, informed and confident first impression of the group.
• Use reporting and performance insight to identify trends, track outcomes and inform decisions that improve team effectiveness and operational performance.
• Build strong relationships with internal stakeholder groups to ensure visibility of activity, alignment of expectations and continuous improvement across the new client journey.

Skills and knowledge

• Proven people management experience, ideally within financial services or another regulated, client-focused environment.
• Experience leading day-to-day team activity, managing workloads, setting priorities and maintaining service standards.
• Strong performance management skills, including the ability to review outcomes, address underperformance and support continuous improvement.
• Confident coaching capability, with the ability to develop individuals, improve capability and support consistent delivery.
• Working knowledge of CRM systems and an understanding of how client data, activity tracking and pipeline progression support effective operational management.
• Confidence in producing, interpreting and presenting reporting to support decision-making and stakeholder updates.
• Excellent stakeholder management skills, with the ability to build trusted relationships across internal teams and influence positive outcomes.
• Strong communication skills, with the ability to engage clearly and professionally with colleagues, stakeholders and prospective clients.
• Organised and process-focused, with the ability to identify improvements, embed consistent ways of working and maintain operational control.

Our offer to you

We offer a comprehensive remuneration package, which we review regularly, and benefits include:

• A company pension - 9% non-contributory or 10% if you contribute 5%
• Private medical insurance – Individual on joining, family after 1 year’s service
• Life assurance - 8 x salary
• Company share scheme
• Discretionary bonus
• Flexible holidays – purchase up to 5 additional days
• Green Car Scheme
• Family friendly policies – enhanced family leave for parents & carers
• Study support – study days and funding for courses and qualifications
• Season travel ticket loans
• Other voluntary benefits you can choose to suit you

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all. We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values. We’re a Disability Confident Employer (level 2) under the UK Government scheme. This means we’ve signed up to a set of commitments around how we recruit, retain and develop people with disabilities. If you require adjustments to apply for a role at Rathbones, please contact us via recruit@rathbones.com to let us know what adjustments you may need.

Mission

We believe in playing the long game. That means building consistent results, earning trust and doing the right thing — for our clients, our colleagues and the communities we’re part of.

We aim high

We get it done

We show we care

We do the right thing