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- Tasks: Lead and motivate a team to deliver exceptional client service and resolve issues effectively.
- Company: Join Vanguard, a mission-driven company with a collaborative culture.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in client services while developing your leadership skills.
- Qualifications: Experience in client service and team leadership is preferred.
- Other info: Dynamic environment with a focus on continuous improvement and career development.
The predicted salary is between 36000 - 60000 £ per year.
Oversees a team of Client Case Representatives. Ensures efficient workflow, issue resolution, and collaboration with internal partners. The Client Services Team Leader plays a critical role in leading, motivating, and developing a team of associates to deliver exceptional, compliant client outcomes for Vanguard's UK Personal Investor (UKPI) business. Operating as both a leader and hands-on contributor, the Team Leader role-models best-in-class service standards and supports continuous improvement across people, processes, and platforms.
Key Responsibilities
- People Leadership & Team Development - Lead, develop and motivate a team of associates to deliver exceptional, compliant client outcomes aligned with business goals. Act as a player-manager when needed, role-modeling high standards of client service and operational excellence. Set clear expectations and foster a high-performance culture built on coaching, feedback, and continuous improvement. Support training, capability building and in-role development, ensuring team members have the skills and knowledge required. Carry out regular 121’s and coaching sessions with individual crew on your team.
- Client Outcomes & Service Delivery - Ensure the delivery of consistent, excellent client service across all channels, with client outcomes at the center of every decision. Support the resolution of complex client concerns and guide the team in effective problem-solving and case handling. Uphold high standards of regulatory adherence, service levels, and operational processes.
- Operational Excellence & Governance - Ensure adherence to process, governance, compliance requirements and service level targets. Contribute to productivity, efficiency, first-contact resolution, quality assurance and other performance metrics. Monitor team performance and support effective resource allocation.
- Collaboration & Change Leadership – Collaborate with internal teams to support new initiatives, share best practices and ensure consistent service delivery. Navigate and lead the team through change, maintaining engagement and performance during evolving business needs.
Qualifications
- Significant experience in client service roles.
- Proven supervisory or team leader experience (preferential).
- Experience within financial services or asset management is advantageous.
- Relevant Level 4 industry qualification advantageous; customer service, supervisory, leadership or training qualifications also beneficial.
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Client Services Team Leader - UKPI in Manchester employer: Vanguard
Contact Detail:
Vanguard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Team Leader - UKPI in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Vanguard through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to team leadership and client service. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Showcase your leadership style! During interviews, share specific examples of how you've motivated teams or resolved client issues. This will demonstrate that you’re not just a manager but a true leader who gets results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Vanguard team.
We think you need these skills to ace Client Services Team Leader - UKPI in Manchester
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight any experience you have in leading teams. We want to see how you've motivated and developed others, so share specific examples that demonstrate your ability to foster a high-performance culture.
Focus on Client Outcomes: Remember, client service is at the heart of what we do. In your application, emphasise your commitment to delivering exceptional client outcomes. Share stories where you resolved complex issues or improved service delivery, as this will resonate with us.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that are easy to read, so make sure your key points stand out!
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 keen on joining our team!
How to prepare for a job interview at Vanguard
✨Know Your Team Leadership Style
Before the interview, think about your leadership style and how it aligns with the role of a Client Services Team Leader. Be ready to share specific examples of how you've motivated and developed teams in the past, as this will show your potential employer that you can lead effectively.
✨Demonstrate Problem-Solving Skills
Prepare to discuss complex client issues you've resolved in previous roles. Highlight your approach to problem-solving and how you guided your team through challenges. This will showcase your ability to maintain high service standards and operational excellence.
✨Familiarise Yourself with Compliance Standards
Since the role involves ensuring adherence to compliance requirements, brush up on relevant regulations in the financial services sector. Being able to speak knowledgeably about these standards will demonstrate your commitment to operational governance and client outcomes.
✨Showcase Your Collaborative Spirit
Think of examples where you've successfully collaborated with other teams or departments. Discuss how you navigated change and maintained team engagement during transitions. This will highlight your ability to work well within a hybrid model and support new initiatives.