Personal Client Services Lead

Customer Experience


£50,000 - £55,000


Scott Davis
020 8989 7779

Client Services Lead - £50,000 - £55,000 - LONDON

Contact Centre Partners (CCP) is a specialist recruitment consultancy which offers permanent, temporary and interim recruitment solutions to the customer contact market.

On behalf of my client based in London I am currently looking for an experienced Client Services Lead to support the Head of Experience through client service, onboarding and maintenance. You will be tasked with;

  • Working on the design of the team operating model
  • Directly handling client queries along with day to day oversight of the team (8)
  • Project management
  • Identify client trends and needs, passing them onto the relevant teams to act on appropriately
  • Guide, train and motivate staff
  • Ensure the delivery of client expectations are met and intervene when appropriate
  • Review of complex client requests - respond with the appropriate action taking into account research, reviews of the clients account history, risk evaluation and client needs
  • Complaint resolution and improvement of service
  • Onboarding of new staff as well as supporting and mentoring existing staff through development and training
  • Manage both internal and external relationships for example; sales, legal, compliance, operations, Data management
  • Participate in business risk assessments and identify issues

Skills and qualifications needed

  • Experience in the financial sector ideally fund and asset management is highly advantageous
  • Minimum 5 years' experience in a similar setting being responsible for the strategic and client experience functionality
  • 4 years + management experience (people and performance management)
  • Able to work independently and make decisions
  • Able to interact at all levels
  • Language skills: English +additional language - either French, German or Dutch
  • Project management and problem-solving skills
  • Ability to develop staff
  • Strong communicator at all levels

Please click apply now to send your CV for consideration or contact Scott @ Contact Centre Partners for more information .