Job Description
Client Service Team Lead
Location: Manchester
Role Type: Permanent
Work Setup: Hybrid - 3 days in the office (Tuesday to Thursday)
Who We Are
Vanguard is one of the world's leading investment firms, dedicated to helping clients achieve lasting financial success. Established in 1975, its unique ownership structure-where funds own the company and investors own the funds-ensures all efforts are focused on client outcomes. Known for integrity, innovation, and low-cost investing, fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.
What You'll Do
- Lead, coach and develop a team of Client Services Associates, fostering a high-performance culture through regular feedback, one-to-one meetings and continuous development opportunities.
- Set clear performance standards and support colleagues in building the skills, knowledge and capabilities required to succeed in their roles.
- Deliver outstanding client service across all channels, ensuring positive client outcomes remain at the centre of decision-making.
- Provide guidance and hands-on support in resolving complex client issues, acting as a role model for excellent service and effective problem-solving.
- Ensure compliance with regulatory requirements, governance standards, operational procedures and company policies.
- Monitor and drive team performance against service levels, productivity, quality and operational metrics, while optimising workload distribution and resource allocation.
- Collaborate with stakeholders to implement process improvements, share best practice and lead the team through organisational, process and technology changes while maintaining engagement and service quality.
What You Bring
- Significant experience in client/customer service.
- Proven leadership experience managing, supervising or coaching teams within a service-driven environment.
- Demonstrated ability to conduct effective one-to-one meetings, coaching sessions, performance reviews and team meetings.
- Strong coaching, mentoring and people development skills.
- Excellent communication, interpersonal and stakeholder management skills.
- Sound understanding of operational processes, service standards, KPIs, compliance requirements and governance frameworks.
- Proven problem-solving and change leadership capabilities, with experience handling complex client issues, supporting escalations and leading teams through organisational, process and technology change.
What's Next
If you are ready to take the next step, apply now! Successful applicants will be contacted directly by a recruiter to discuss the role more.
We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at (see below) to discuss how we can support you.
This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.
Client Service Team Lead in Manchester employer: Robert Walters
As an EMEA Learning Architect at our company, you will thrive in a dynamic and inclusive work culture that prioritises employee growth and development. We offer comprehensive training programmes, flexible working arrangements, and a collaborative environment that encourages innovation and creativity. Located in a vibrant city, our office provides unique networking opportunities and access to industry leaders, making it an excellent place for professionals seeking meaningful and rewarding careers.
