Client Services Manager in London

Do you enjoy leading teams, building strong processes, and taking ownership of how operations really run day to day? Do you thrive on improving procedures and delivering a great customer experience?

The Company

This is a unique opportunity to join a rapidly growing physical gold and silver brokerage that has been up and running for 10 years with total revenues more than £100 million. Frequently featured in editorials such as the FT, Reuters, WSJ, Daily Mail, Metro and CNBC. Our strong brand profile has quickly enhanced our credibility resulting in impressive conversion ratios from enquiries to sales. A non-corporate environment with a focus on the bigger picture and the bottom line. Our company thrives on a culture where the Pursuit of Brilliance, Passionate Curiosity, Thoughtful Respect, Virtuous Choices, and Positive Energy are the foundational values guiding our actions and interactions. We believe great people make a great company and so we are dedicated to fostering an environment where ambition flourishes, ideas are valued, and work-life balance is paramount. Join our supportive & professional team, who take pride in both their work and each other.

The Role

The Client Services Manager, reporting to the Head of Operations, leads the Service & Operations Team in executing end-to-end back-office operations - from inventory reconciliation and transaction processing to precious metals logistics and compliance monitoring. Acting as the primary escalation point for client inquiries and onboarding, this role ensures a seamless post-sales transition, maintains accurate CRM and stock records, and delivers clear investment updates. The Client Services Manager will also drive continuous improvement through project support, standing operating procedure development and targeted process enhancements. As a maturing company enjoying sustained expansion, this role has the opportunity and flexibility to grow.

Role Responsibilities

• Serve as the primary escalation point for general client inquiries and issues, responding swiftly and professionally to maintain client satisfaction.
• Line-manage the Service & Operations Team, conducting regular one-to-one check-ins, assessing individual capacities and reallocating responsibilities as needed to meet operational demands.
• Oversee the post-sales handover to guarantee a smooth transition and positive customer journey from initial sale through onboarding.
• Design and implement process improvements to streamline workflows, reduce errors and enhance team productivity.
• Develop and maintain Standard Operating Procedures and training materials to support consistent, high-quality performance.
• Monitor and enforce compliance with all relevant regulatory requirements, escalating concerns and driving corrective actions.
• Lead inventory reconciliation projects, working cross-functionally to validate stock records and resolve discrepancies.
• Support exceptional projects as directed by the Head of Operations or COO, contributing analysis, coordination and follow-up to ensure timely delivery.
• Manage the onboarding of new clients, ensuring all documentation is complete and compliance prerequisites are met.
• Oversee transaction processing, including data entry and the preparation and management of purchase orders, invoices and contracts.
• Maintain accurate client account records and provide detailed investment and account-status information upon request.
• Ensure CRM and stock management databases remain current and organised, reflecting all operational activities and inventory movements.
• Coordinate the receipt, secure storage and timely distribution of precious metals to clients and storage facilities.
• Record sales data and generate insightful operational reports to inform decision-making.
• Provide ad-hoc support to the Head of Operations and assist the Sales team with any irregular or complex client queries.

Skills & Experience

• Minimum of 5 years’ experience in operations and customer service roles, with demonstrable leadership responsibility.
• A process driven leader, with experience designing, embedding, and continuously improving operational processes and controls.
• Proven end‑to‑end sales and operations execution experience, including post‑sales handover, client onboarding, transaction processing, and escalation handling.
• Strong people management and leadership skills, including capacity planning, workload prioritisation, team development, and performance management.
• Hands‑on experience in process engineering and/or re‑engineering, with a track record of streamlining workflows, reducing errors, and improving service delivery.
• Highly diligent, detail‑oriented approach with a keen eye for operational problem‑solving and risk mitigation.
• Ability to work under pressure, adapt quickly, and manage shifting priorities in a fast‑moving environment.
• A collaborative team player who is equally comfortable working autonomously and taking ownership of outcomes.
• Confident communicator, both written and verbal, able to deal professionally with clients and internal stakeholders at all levels.
• Strong time‑management, planning, and organisational skills, with the confidence to express an opinion and appropriately challenge when required.

Package & Hours

• Monday to Friday, 9 am – 5.30 pm (1-hour lunch break)
• £40,000 - £50,000 (dependant on experience)
• Discretionary Bonus
• Generous matched pension scheme
• Hybrid - home/office working schedule (set 2 days at home, 3 days in our Central London Office)
• 25 days annual leave, plus bank holidays
• An extra day of holiday for your Birthday
• Private Healthcare & Health Cash Plan
• Company Days and social activities
• Discounted gym membership
• Electric vehicle leasing scheme
• Cycle to work scheme
• Generous family leave policies
• A positive, ambitious, and rewarding culture

Successful candidates will be required to undergo a thorough onboarding and pre-employment screening process before commencing employment. This includes, but is not limited to, credit checks, criminal records checks, sanctions checks, and other relevant background checks. Any offer of employment is conditional upon the satisfactory completion of these checks.