At a Glance
- Tasks: Lead a dynamic Client Services team and enhance client relationships.
- Company: Fast-growing company in the property and financial services sector.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Opportunity for growth in a fast-paced, collaborative environment.
- Why this job: Make a real impact by improving client experiences and leading a passionate team.
- Qualifications: Experience in client services or customer success, with strong leadership skills.
SF Partners are supporting our high growth client in recruiting a Client Services Manager to lead their growing Client Services team. It's a pivotal role: you'll own client communication, transaction progression, team performance and service standards, reporting to the Sales & Operations Director. You'll inherit a team of four and build from there. This is hands-on - you'll lead the team and be on the calls and emails yourself, especially when a transaction gets complicated or the news is hard.
You'll come from property, estate agency, auctions, conveyancing, financial services or customer success - somewhere client-facing, fast-moving and detail-heavy.
What you'll own
- Client experience & relationships - Lead the Client Services function and hold the line on service standards.
- Handle a high volume of client calls and emails directly - and set the standard for how the team handles theirs.
- Be the escalation point for complex enquiries and complaints, and resolve them, don't just route them.
- Build real relationships with buyers, sellers, landlords, investors and partners.
- Track client satisfaction and act on what it tells you.
- Set service standards that put the client first, and make sure the team lives by them.
Team leadership & development
- Manage, mentor and develop a team of four Client Services Executives, and grow it as the business scales.
- Run regular reviews, coaching and training.
- Set clear objectives, KPIs and development plans for each person.
- Build a team that's calm under pressure and genuinely good with people.
Transaction progression
- Oversee the full journey: draft listing → instruction → exchange → completion.
- Coordinate sales, conveyancers, auction partners and clients so nothing stalls.
- Keep clients informed at every stage - bad news fast, never silence.
Process, compliance & systems
- Review and improve client services processes so they're faster and clearer.
- Keep records, documentation and client comms accurate and to standard.
- Work with compliance to meet regulatory requirements.
- Get the most out of our CRM - we run on Salesforce - and help optimise how the team uses it.
Operational & commercial
- Report regularly on satisfaction, team performance, transaction progress and service levels.
- Spot opportunities to improve retention and generate referrals.
- Work across sales, compliance, marketing and operations to keep the experience consistent.
- Support growth and operational improvement initiatives.
What we're looking for
- Proven experience leading a client services, client care or customer success team - this is a must, not a nice-to-have.
- A track record in property, auctions, conveyancing, financial services or a similar regulated, client-facing field.
- High energy and genuine enthusiasm - the kind of person clients are glad picked up the phone, and the team feeds off.
- Comfortable carrying a high volume of calls and emails without dropping the detail.
- Someone who runs towards a difficult conversation, not away from it.
- Strong people-management instincts - you coach, you don't just manage.
- Confident with CRM systems - Salesforce experience is a real plus.
- Organised under pressure, with the judgement to know what to escalate and when.
- Clear communicator. Plain English, no waffle, on the phone and on the page.
Client Care Manager in Birmingham employer: SF Partners
At SF Partners, we pride ourselves on fostering a dynamic and supportive work environment where our employees can thrive. As a Client Care Manager, you'll not only lead a dedicated team but also have the opportunity to shape client experiences and drive service excellence in a fast-paced setting. With a strong emphasis on professional development, regular coaching, and a culture that values open communication, you'll find a rewarding career path that encourages growth and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Client Care Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the property and client services sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those tricky conversations! As a Client Care Manager, you’ll need to handle complex enquiries and complaints. Practice your communication skills with friends or family, so you’re ready to tackle any tough discussions that come your way.
✨Tip Number 3
Show off your leadership skills! When you’re chatting with potential employers, highlight your experience in managing and mentoring teams. Share specific examples of how you’ve developed team members and improved service standards in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! We’re all about making the application process smooth and straightforward. Plus, it shows you’re genuinely interested in joining our team and contributing to our client-first approach.
We think you need these skills to ace Client Care Manager in Birmingham
Some tips for your application 🫡
Show Your Client-Centric Approach:Make sure to highlight your experience in client-facing roles. We want to see how you've built relationships and handled complex situations, so share specific examples that showcase your skills in managing client expectations and satisfaction.
Be Clear and Concise:When writing your application, keep it straightforward. Use plain English and avoid jargon. We appreciate clarity, so make sure your communication reflects the same standards you’d set for your team.
Demonstrate Leadership Skills:Since this role involves leading a team, don’t forget to mention your leadership experiences. Talk about how you've mentored others, set objectives, and fostered a positive team environment. We love seeing candidates who can inspire and develop their teams!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive, which is exactly what we’re looking for!
How to prepare for a job interview at SF Partners
✨Know Your Client Care Inside Out
Make sure you understand the ins and outs of client care management. Brush up on your knowledge of property, estate agency, and customer success. Be ready to discuss how you've handled complex client situations in the past and what strategies you used to ensure satisfaction.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams. Think about how you've mentored others and set clear objectives. Be ready to discuss how you would build a calm and effective team under pressure, as this role requires strong people-management instincts.
✨Demonstrate Your Communication Style
Since this role involves a lot of client communication, practice articulating your thoughts clearly and concisely. Use plain English and avoid jargon. You might even want to role-play difficult conversations to show that you can handle tough discussions with ease.
✨Familiarise Yourself with Salesforce
If you have experience with CRM systems, especially Salesforce, make sure to mention it. If not, take some time to learn the basics. Being able to discuss how you would optimise the use of CRM for client services will show that you're proactive and tech-savvy.
