Location Office / Hybrid – (1 day per week from home after probationary period)
Team Client Services
Seniority Senior
Job Description
Purpose
The Client Operations Manager plays a central role in our ability to deliver an excellent service to clients through a responsive and well-coordinated approach. The role leads the coordination team whose function supports the commercial team through key administration, acting as the first point of contact for all incoming enquiries received through multiple channels. The role also oversees our network of viewings hosts. Performance is measured on conversion reporting and day-to-day team metrics that support broader business performance.
Responsibilities
Responsibilities are varied and span team leadership, reporting, and both client-facing and internal tasks, including:
Line management – directly managing the Coordination team members by setting objectives, conducting regular 1:1s and performance reviews and development.
KPI tracking – setting clear, measurable targets for the team and individuals, tracking performance against them, and taking corrective action where needed
Team training –designing and delivering onboarding and ongoing training to ensure consistent standards of service, knowledge, and system use across the team
Leading the coordination team and delivering against KPIs
Overseeing our community of Viewing Hosts
Performance Indicators
- Team and individual conversion rates against target
- Response times – telephone, email and internal comms
- Missed call rate
- Efficient viewing arrangements
- Quality and consistency of reporting (accuracy, timeliness)
- Team training completion and effectiveness
Knowledge & Skills
- Proven experience managing and developing a team, ideally in a customer-facing environment
- Strong analytical skills, with experience building and interpreting KPI/conversion reports
- Confident setting, communicating, and holding others accountable to targets
- Ability to prioritise tasks effectively across a team
- Exceptional written and verbal communication skills
- Excellent administration skills and meticulous attention to detail
- Experience designing or delivering training programmes
- Enthusiasm for working collaboratively as part of a team
Team
The Client Operations Manager reports into our Head of Client Services and directly line manages members of the Coordination team. As a cross-functional role, it also works closely with the Commercial team.
- Office / Hybrid – max 1 day a week at home after probationary period
- Private Medical Insurance with Vitality (optional)
- Royal London Pension
- Generous annual leave
- Free National Art Pass
- 'Cultural half days' every quarter
- Team lunches & socials
