Client Services Team Leader

We're looking for an experienced and people-focused Client Services Team Leader to lead our Client Services team. In this role, you'll be responsible for ensuring our clients receive a consistently high standard of service, while coaching, supporting and developing a team who sit at the heart of our customer experience.

This is a hands-on leadership role where you’ll balance team management, process improvement, and stakeholder collaboration to make sure things run smoothly, efficiently, and with the client always front of mind.

Key Responsibilities

• Lead, coach and support the Client Services team to deliver outstanding client service

• Set clear expectations around service standards, performance, and client outcomes

• Monitor workflows, capacity and service levels to ensure timely and accurate client support

• Work closely with internal stakeholders (e.g. advisers, underwriters, claims, and leadership) to ensure a seamless client experience

• Act as an escalation point for complex or sensitive client matters

• Identify opportunities to improve systems, processes and ways of working

• Support recruitment, onboarding and ongoing development of team members

• Contribute to a positive, collaborative and high-performing team culture
  
  

About You

• Proven experience leading a client services, customer service or administration team (insurance or financial services experience is highly desirable)

• Strong understanding of what great client service looks like, and how to embed it within a team

• Confident people leader who enjoys coaching, developing and motivating others

• Organised and calm under pressure, with the ability to juggle priorities and manage competing demands

• Comfortable handling escalations and having constructive, professional conversations

• Process-focused mindset, with a desire to improve efficiency and client outcomes
  Clear communicator who builds strong relationships across the business
  
  

Why Join Us?

• Opportunity to lead and shape a key team within the business

• Supportive, collaborative culture that values quality service and continuous improvement

• A role where you can genuinely influence client experience and team success

• Competitive salary and benefits
  

If you’re passionate about people leadership, client experience, and making things better — we’d love to hear from you.