Client Services Team Lead

4 weeks ago

Cambourne, United Kingdom Insignis Cash Full time

We are a fast-growing, FinTech company looking for a talented and enthusiastic individual to join our team.
We are expanding, making this a perfect position if you would like to have a significant impact on our company's growth and develop your role and career as the business evolves.
You will join a team where your ideas will be welcomed and valued.
We are seeking a motivated and experienced Team Leader to oversee and lead a team of dedicated and professional client service associates.
The role of the client services team is to ensure that clients feel valued and supported so that we provide a positive client experience when managing enquiries via email and telephone.
The Team Leader will be responsible for guiding the team to achieve organizational goals, ensuring smooth operations, and fostering a productive, supportive work environment.
This role involves both case management of client enquiries, complaint handling and leadership duties.
In addition, you will be required to carry out administrative duties, ensuring the team meets performance metrics while maintaining high standards of quality and efficiency.
Role Responsibilities Client Service: • Ensuring a positive and professional client service experience.
• Managing client enquiries via phone, email, or online • Handling client complaints or complex queries through to resolution and in a timely manner.
• Providing clients with technical assistance on products and services.
• Escalating, when appropriate, issues to Head of Client Services • Building positive client relations by checking in regularly and following up on active processes.
• Maintaining client records and documenting processes.
• Identifying potential client services concerns and facilitating appropriate interventions.
Team Leadership: • Lead, motivate, and manage a team to achieve organizational goals.
• Provide guidance and support to team members in achieving individual and team objectives.
• Foster a positive and collaborative work environment that encourages communication and teamwork.
• Manage day-to-day workload within the team.
Performance Management: • Set clear team goals and ensure they align with overall company objectives.
• Monitor and evaluate team performance regularly; provide constructive feedback.
• Conduct one-on-one meetings with team members to address concerns, recognize achievements, and provide professional development opportunities.
Training & Development: • Identify team training needs and work with HR to deliver appropriate training programs.
• Offer mentorship and coaching to help team members improve their skills and performance.
• Ensure all team members have the resources needed to succeed and grow within the company.
Problem-Solving & Conflict Resolution: • Handle any issues or conflicts that arise within the team in a fair and professional manner.
• Collaborate with other departments to resolve issues that impact team performance.
Reporting & Communication: • Communicate team progress, challenges, and achievements to Head of Client Services.
• Prepare regular reports on team performance and identify areas for improvement.
• Ensure open and effective communication between the team and other departments.
Requirements We work in an FCA regulated environment, so we need bright, high-quality individuals who have: A degree or equivalent professional qualifications within the Financial Services industry 5 years working in the Financial Services industry with proven experience in team leadership or management.
Customer services Effective communication, interpersonal, and leadership skills.
Ability to make decisions and problem-solve effectively.
Time management and organizational skills.
Proficient in MSOffice Familiar with Microsoft Dynamics 365 CRM systems and Zendesk     Benefits Competitive compensation 25 days holiday (exc.
Bank holidays) Pension contributions Private medical insurance Employee health and wellness discounts Cycle to Work Scheme Monthly happy hours and team lunches Lunch and learn training sessions.
  Working Pattern Hybrid working pattern in London/Cambridge office, 3 days in the office, 2 days remote

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