Client Services Team Lead - Hybrid & Growth

Insignis Asset Management Limited; Cambridge; Híbrido; GBP 42.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days holiday

5% Pension contributions

Private medical insurance with Vitaliy

Health cash Plan

Enhanced Parental Leave

Cycle to Work Scheme

Monthly team lunches

Quarterly company social

Descripción de la vacante

Insignis Asset Management Limited in Cambridge seeks a Client Services Supervisor to oversee the daily operations of the Client Services team in a hybrid pattern. You will manage client enquiries, coach associates, and ensure timely, compliant service delivery.

You will conduct performance reviews, handle escalations, and collaborate with the Manager on strategic priorities to enhance the client experience and operational efficiency.

Formación

• Experience with CRM and case management systems.
• Understanding of wealth management and financial advisory services.
• Complaints handling experience.

Responsabilidades

• Oversee daily operations of the Client Services team to ensure smooth workflow and adherence to SLAs.
• Conduct regular one-to-one meetings and performance reviews for Associates and New Joiners.
• Provide coaching and mentoring to support professional growth.
• Act as the primary escalation point for complex queries and issues.
• Collaborate with the Client Services Manager on resource planning and strategic priorities.
• Foster positive client relationships and ensure clients feel valued and supported.
• Manage enquiries promptly and professionally, ensuring a client-first approach.
• Handle escalated complaints and complex cases with efficiency and empathy.
• Proactively identify opportunities to strengthen the client experience and share insights with the Manager for strategic improvements.
• Manage the team mailbox and ensure timely responses to client queries.
• Oversee case management systems, ensuring accurate and up-to-date records.
• Perform four-eye checks on critical processes to maintain compliance and accuracy.
• Review and update team procedures regularly to reflect best practice and regulatory requirements, in consultation with the Manager.
• Deliver training sessions to ensure team members achieve competence levels.
• Identify skills gaps and implement development plans to enhance capability.
• Support the Manager in shaping long-term training strategies for the team.
• Monitor KPIs and implement strategies for improvement.
• Ensure adherence to compliance, risk management, and data protection policies.
• Contribute to process improvement initiatives and collaborate with the Manager on workflow enhancements and strategic projects.
• Act as a liaison between Client Services and other departments to ensure seamless service delivery.
• Communicate updates, changes, and priorities clearly to the team.
• Partner with the Client Services Manager on cross-departmental initiatives and strategic planning.

Conocimientos

Leadership

Coaching

Customer service

Stakeholder management

Problem solving

Herramientas

CRM systems

Case management systems

Descripción del empleo

Insignis Asset Management Limited in Cambridge seeks a Client Services Supervisor to oversee the daily operations of the Client Services team in a hybrid pattern. You will manage client enquiries, coach associates, and ensure timely, compliant service delivery.

You will conduct performance reviews, handle escalations, and collaborate with the Manager on strategic priorities to enhance the client experience and operational efficiency.