Client Services Lead

About the Role

The Client Services Team Lead plays a crucial role in ensuring exceptional service delivery to our valued clients. This leadership position directly supervises the Client Services team providing guidance support and direction to enhance team performance and maintain the highest quality of service.

Reporting line: Head of Client Services

Location: UK

Worksite: Remote

Key Responsibilities

Team Management and Leadership:

• Supervises and leads the Client Services team fostering a positive work environment that promotes collaboration open communication and professional growth.
• Motivates and empowers team members to deliver outstanding service and achieve their full potential.
• Provides constructive feedback coaching and training to enhance individual capabilities and team effectiveness.
• Manage the staffing needs of the department. Undertake candidate interviews and make final hiring decisions.

Operational Excellence:

• Streamlines and optimizes daily operations to enhance efficiency and productivity within the Client Services team.
• Implements innovative processes and technologies to improve service delivery and reduce turnaround times.
• Monitors performance metrics and identifies areas for improvement to enhance service quality continuously.
• Owns customer issues and collaborate with other departmental stakeholders to resolve cases promptly.

Quality Assurance:

• Establishes and maintains high service delivery standards by

  implementing rigorous quality control processes.
• Regularly reviews client feedback and uses it to drive continuous improvement initiatives.
• Ensures compliance with company policies procedures and regulatory requirements.
• Provide regular reporting to senior stakeholders both qualitatively and quantitatively.

Strategic Initiatives:

• Leads and manages various strategic initiatives aimed at enhancing

  client satisfaction and retention.
• Collaborates with other departments to develop and implement crossfunctional solutions.
• Manage initiatives such as help center development quality assurance internal documentation and workshops.

Essential Requirements

Proven experience: A significant track record of success in a client service leadership role ideally within a fastpaced and demanding environment (e.g. technology finance ecommerce).

Team management expertise: Demonstrated ability to lead motivate and develop a highperforming client service team. This includes experience with:

• Performance management (setting objectives providing feedback conducting reviews)
• Coaching and mentoring
• Hiring and onboarding new team members

Operational excellence: Strong understanding of client service operations and key performance indicators (KPIs). Experience with:

• Queue management and workflow optimization

• Service Level Agreement (SLA) management

• Escalation handling and incident management

• Workforce planning and scheduling

Communication and interpersonal skills: Excellent written and verbal communication skills with the ability to build rapport with clients and stakeholders at all levels.

Problemsolving and analytical skills: Proven ability to analyze data identify trends and develop solutions to improve service quality and efficiency.

Collaboration and teamwork: A strong team player with the ability to work effectively with other departments (e.g. Service Design Quality Assurance).

Proficiency in reporting: Experience in generating and presenting reports to senior management including both quantitative and qualitative data.

Desirable Requirements

• Industry knowledge: Familiarity with the specific industry in which the company operates.
• Technical skills: Proficiency in relevant CRM software and other client service tools.
• Project management experience: Ability to manage initiatives such as help center development and process improvement projects.
• Knowledge of quality assurance methodologies: Understanding of best practices in quality assurance and agent development.
• Experience with service design principles: Familiarity with service design thinking and its application to client service.

Key Personal Attributes

• Customercentric approach: A genuine passion for providing

  exceptional client service.
• Leadership qualities: Ability to inspire and motivate a team with a focus on empowerment and development.
• Proactive and resultsoriented: A selfstarter with a strong work ethic and a drive to achieve results.
• Adaptability and resilience: Ability to thrive in a dynamic and changing environment.
• Strong organizational and time management skills: Ability to prioritize tasks and manage multiple responsibilities effectively.

Benefits

• Corporate benefits (choose your preferred options)

• Truly inspiring culture pleasant and informal work environment

• Ongoing education & training programs

• Opportunity to network and connect in the Corporate Events

• Global career opportunities

*Benefits/perks listed above may vary depending on the nature of your employment with the company and the country where you work.