Client Services Team Manager

Everywhen; Darwen; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

Everywhen is seeking a proactive Client Services Team Manager in Darwen for a fixed-term contract up to 12 months. The role is hybrid after probation, with primary responsibility to coach and develop the Client Services team and ensure service excellence.

You will guide the team, manage workloads, handle escalations, conduct performance conversations and work with insurers to deliver compliant, high-quality client outcomes.

Qualifications

• Previous customer service experience is essential.
• Experience leading or supervising a team.
• Strong communication and organisational abilities.
• Positive, solutions-focused approach.

Responsibilities

• Lead, motivate and develop a Client Services team.
• Manage workloads and support service standards and KPIs.
• Act as first point of contact for team queries and escalations.
• Conduct regular one-to-ones and performance reviews.
• Ensure compliant, high-quality client outcomes.
• Identify and implement process improvements.
• Support recruitment, onboarding and team development.
• Collaborate with consultants and insurers to deliver service.

Skills

Customer service

Team leadership

Communication skills

Organisational skills

Problem solving

IF7/GR1 qualifications

Job description

Location: Darwen (Hybrid after probation)

Salary: Up to £33,000 - Depending on experience

Role: Fixed Term Contract for up to 12 months

We're looking for a proactive and people-focused Client Services Team Manager to support, coach and develop our Client Services team.

Acting as the first point of contact for your team, you'll provide guidance, technical support and coaching while driving performance, engagement and service excellence. You'll work closely with Consultants and insurer partners to ensure clients receive a professional, responsive and compliant service at every stage of their journey.

What you will do as a Client Services Team Manager:

• Lead, motivate and develop a Client Services team.
• Manage workloads and support the achievement of service standards and KPIs.
• Act as the first point of contact for team queries and escalations.
• Conduct regular one-to-ones, performance reviews and development conversations.
• Ensure excellent client outcomes and adherence to compliance requirements.
• Identify and implement process improvements.
• Support recruitment, onboarding and team development activities.
• Work collaboratively with consultants, clients and insurers to deliver high-quality service.

What we are looking for in a Client Services Team Manager:

• Previous customer service experience is essential.
• Experience leading, coaching or supervising a team.
• Strong communication and organisational skills.
• Positive, solutions-focused approach.
• Financial services, Group Risk or Healthcare experience would be advantageous.
• Willingness to work towards IF7 and GR1 qualifications.

If you're passionate about people, customer service and team leadership, we'd love to hear from you.

#AIB #LI-NW1 #LI-Hybrid INDX3

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

As an Everywhen colleague, you will be expected to uphold our values, act professionally and respectfully towards others, and contribute to a workplace where everyone is treated with dignity and respect. We expect all colleagues to help maintain an environment free from bullying, harassment, victimisation and other inappropriate behaviours, supporting our commitment to an inclusive and high-performing culture.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.