Client Services, Team Leader

Vanguard; Manchester; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Vanguard UK Personal Investor (UKPI) team is seeking a Client Services Team Leader to inspire, coach and develop a crew of associates while hands-on contributing to service delivery. The role focuses on compliant client outcomes, process governance and continuous improvement across people, processes and platforms.

You will lead through 121s, coaching sessions and performance reviews, ensuring high standards of client service across channels and effective problem‑solving for complex cases.

Qualifications

• Significant experience in client service roles.
• Proven supervisory or team leader experience (preferential).
• Experience within financial services or asset management is advantageous.
• Experience with AI and broad platform knowledge advantageous.
• Relevant Level 4 industry qualification advantageous; customer service, supervisory, leadership or training qualifications also beneficial.

Responsibilities

• Lead, develop and motivate a team of associates to deliver exceptional, compliant client outcomes aligned with business goals.
• Act as a player‑manager when needed, role‑modelling high standards of client service and operational excellence.
• Set clear expectations and foster a high‑performance culture built on coaching, feedback, and continuous improvement.
• Carry out regular 121's and coaching sessions with individual crew on your team.
• Ensure adherence to process, governance, compliance requirements and service level targets.
• Monitor team performance and support effective resource allocation.
• Collaborate with internal teams to support new initiatives and lead through change.

Skills

Team leadership

Coaching

Stakeholder management

Client service

Financial services knowledge

Education

Level 4 qualification

Tools

AI proficiency

Job description

The Client Services Team Leader plays a critical role in leading, motivating, and developing a team of associates to deliver exceptional, compliant client outcomes for Vanguard's UK Personal Investor (UKPI) business. Operating as both a leader and hands‑on contributor, the Team Leader role‑models best‑in‑class service standards and supports continuous improvement across people, processes, and platforms

Key Responsibilities

People Leadership & Team Development

• Lead, develop and motivate a team of associates to deliver exceptional, compliant client outcomes aligned with business goals.
• Act as a player‑manager when needed, role‑modelling high standards of client service and operational excellence.
• Set clear expectations and foster a high‑performance culture built on coaching, feedback, and continuous improvement.
• Support training, capability building and in‑role development, ensuring team members have the skills and knowledge required
• Carry out regular 121's and coaching sessions with individual crew on your team

Client Outcomes & Service Delivery

• Ensure the delivery of consistent, excellent client service across all channels, with client outcomes at the center of every decision.
• Support the resolution of complex client concerns and guide the team in effective problem‑solving and case handling.
• Uphold high standards of regulatory adherence, service levels, and operational processes.

Operational Excellence & Governance

• -Ensure adherence to process, governance, compliance requirements and service level targets.
• -Contribute to productivity, efficiency, first‑contact resolution, quality assurance and other performance metrics (targets noted as TBC in source).
• -Monitor team performance and support effective resource allocation.

Collaboration & Change Leadership

• Collaborate with internal teams to support new initiatives, share best practices and ensure consistent service delivery.
• Navigate and lead the team through change, maintaining engagement and performance during evolving business needs.

Required Experience & Qualifications

• Significant experience in client service roles.
• Proven supervisory or team leader experience (preferential)
• Proven experience conducting 121's, coaching and running team meetings.
• Experience within financial services or asset management is advantageous
• Experience with AI and broad platform knowledge advantageous.
• Relevant Level 4 industry qualification advantageous; customer service, supervisory, leadership or training qualifications also beneficial.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in‑person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.