Client Services Manager

Eden Recruitment Ltd; Norwich; On-site; GBP 35,000 - 40,000; Full time

Job summary

A financial services firm in Norwich is seeking an experienced Client Services Manager. You will oversee operations, lead teams, and ensure stellar client service. The ideal candidate should have a strong leadership background and a commitment to operational excellence. This position offers a salary of £35,000-£40,000.

Qualifications

• Experience in leading operational teams.
• Strong understanding of client service principles.
• Ability to foster team culture and collaboration.

Responsibilities

• Lead client support teams to ensure seamless service delivery.
• Manage daily operations of the office in Norwich.
• Oversee regulatory and compliance requirements.

Skills

Leadership

Client Relationship Management

Operational Excellence

Team Development

Compliance Knowledge

Job description

Client Services Manager | Norwich, Norfolk | £35,000-£40,000

Are you an experienced operations leader with a passion for team culture, client service, and delivering operational excellence? Do you thrive in a professional, values-led business where relationships matter and local community involvement runs deep?

We’re recruiting on behalf of a highly regarded independent financial services firm based in Norwich. With strong roots in the area and an exceptional reputation built on word-of-mouth recommendations, the firm supports over 1,000 families, trusts, pension funds, and charities across the region. Their growth is driven by trust, transparency, and long-standing relationships.

As a client services manager, you’ll play a pivotal role in overseeing the day-to-day running of the office, leading client support teams, and ensuring seamless service delivery. This is a fantastic opportunity to make a meaningful impact at a growing, community-focused firm.

What You’ll Be Doing:

Leadership & Culture

• Lead by example with integrity, fairness and professionalism.
• Embed a collaborative, supportive and high-performance culture across teams.
• Build strong, trusted relationships with colleagues, clients, and advisers.

Office & Front of House Management

• Manage daily operations of the Norwich office, ensuring everything runs smoothly.
• Supervise and support the front of house team.
• Oversee diary and workflow management, ensuring excellent organisation and efficiency.
• Maintain a welcoming, safe, and professional work environment.
• Liaise with Group IT to manage office tech and infrastructure.
• Keep client records accurate and compliant within IO (Intelligent Office).

Client Service & Operational Excellence

• Lead client administration and paraplanning teams, ensuring services are accurate, timely and to the highest standards.
• Oversee technical research, report writing and quality control.
• Ensure all regulatory and internal compliance requirements are met.
• Support financial administration, including invoicing and income recording.

Team Development & Process Optimisation

• Coach and mentor team members to support their growth and performance.
• Promote a culture of learning, collaboration and development.
• Continuously review and improve operational processes for efficiency and effectiveness.
• Support recruitment, onboarding and ongoing training aligned with the company’s values.

Collaboration & Communication

• Work closely with directors, advisers, senior managers and group support teams to align operations with business strategy.
• Build strong internal and external relationships across the business.

Marketing, Events & Compliance

• Support local marketing efforts and help deliver successful client events in partnership with Group Marketing.
• Maintain a strong focus on regulatory compliance and risk, ensuring principles such as Treating Customers Fairly (TCF) and Retail Conduct Risk (RCR) are fully embedded.