Client Services Team Leader

BCR Associates; Exeter; On-site; GBP 45,000 - 60,000; Full time

Job summary

A growing company in Exeter seeks a Client Services/Customer Success Team Leader to enhance client support and lead an experienced team through transformative growth. Responsibilities include managing key client services, implementing improvements in structure and processes, and fostering a customer success-oriented approach. The role offers an exciting opportunity to shape how services evolve while engaging closely with clients. Ideal for those passionate about operational efficiency and team leadership.

Qualifications

• Experience in client services or customer success environments.
• Ability to lead and manage teams effectively.
• Proven skills in process implementation and improvement.

Responsibilities

• Act as a Client Services Manager for key clients.
• Lead a team of Client Services Managers.
• Support onboarding of new customers and ensure high-quality service.

Skills

Client support

Leadership

Customer success orientation

Process improvement

Communication

Tools

Zoho Desk

Job description

Exeter based - This role has been created as a key hire in the next phase of BCR’s growth.

We are looking for a Client Services / Customer Success Team Leader who can:

• Be hands‑on in day‑to‑day client support
• Provide structure, focus, and leadership to an experienced but overstretched team
• Help implement the Client Services Future State Plan, leading the function in the short term while shaping how it scales longer term

Initially, the role will combine front‑line client work with team leadership, while processes, workflows, and technology are embedded.

Over time, the role will play a central part in evolving Client Services into a commercially aware, customer success‑driven function.

Key Responsibilities

• Act as a Client Services Manager for a portfolio of key clients
• Manage procurement‑related issues including billing queries, objections, COTs, contract issues, complaints, and supplier escalations
• Help evolve the team in line with the expanding portfolio of BCR services, including Sustainability, Carbon Reduction and supporting clients in Net Zero goals
• Support onboarding of new customers, ensuring a consistent and high‑quality early experience
• Work with clients with complex structures and large supplier bases, ensuring SLAs are met and expectations are well managed
• Support and contribute to monthly and quarterly business reviews, alongside Sales & Energy Consultants

Team Leadership & Focus

• Lead and support a small team of 2 Client Services Managers, providing clarity on priorities and service standards
• Help the team transition from a reactive, ticket‑heavy mindset to a structured, customer success‑oriented approach
• Act as an escalation point for complex or high‑impact issues
• Reinforce consistent ways of working and accountability

Process, Prioritisation & Scale‑Up

• Help implement short‑term improvements including ticket prioritisation frameworks (P1 / P2 / P3)
• Clear SLAs and response standards
• Centralised communication through Zoho Desk
• Contribute to the design and rollout of documented processes, playbooks, and workflows
• Use technology effectively to improve visibility, reporting, and prioritisation

Cross‑Functional Collaboration & Commercial Awareness

• Work closely with Sales & Energy Consultants to align on customer sentiment, client health, and escalations and expectations
• Support retention and renewal activity through strong service delivery
• Identify and feed back commercial opportunities within existing accounts (e.g. bill validation, platforms, carbon services)
• Help embed customer success metrics into client reviews

Voice of the Customer

• Support the introduction of customer sentiment capture at ticket resolution
• Share insights on trends, recurring issues, and improvement opportunities
• Contribute to the development of a Voice of the Customer approach as the function matures

What We’re Looking For

This role suits someone who enjoys being close to the operation, but is motivated by improving how things work.