Client Services Team Leader

• Lead, support and empower a team of Client Advisors and a Client Specialist to deliver KPIs and SLAs, guiding day-to-day workflows and helping resolve queries or complex cases
• Coach, mentor, and provide feedback to team members to help them develop their skills and meet performance targets
• Monitor team performance metrics (KPIs, SLAs, case turnaround) and provide timely updates to the Client Services Manager
• Ensure daily phone availability, email responses, and task completion meet agreed service standards
• Act as the subject matter expert for the team – providing guidance on complex cases, complaints, and escalations
• Conduct daily huddles, one-to-ones, and performance reviews to maintain team focus and engagement
• Oversee and support quality assurance by checking cases, processes, and communications for accuracy and compliance
• Promote a collaborative, solutions-focused culture within the team and across the business

• Previous experience in a supervisory or team leadership role, ideally in a client services or customer-facing environment
• Strong coaching, mentoring, and people-support skills
• Organised, process-focused, and able to prioritise tasks effectively
• Excellent communicator, confident liaising with both team members and senior colleagues
• Analytical and detail-oriented, able to monitor metrics and spot trends for improvement
• Experience with case management systems, CRM, or office software

Knowledge of conveyancing is a bonus but not essential

• Company bonus
• 25 days holiday (increasing with service)
• private health
• pension
• life assurance
• Flexible benefits covering financial, wellness, legal, and medical support
• Free on-site parking, drinks, fruit and breakfast