Client Services Team Manager

The Software, Risk & Compliance Group (SRC); Greater London; Remote; GBP 35,000; Full time

Job summary

An established industry player is seeking a Client Services Team Manager to lead a dynamic team in delivering exceptional client service. This role involves operational management, fostering a positive work environment, and ensuring client retention and satisfaction. You will be responsible for setting clear objectives, enhancing team performance, and collaborating with stakeholders to achieve business goals. Join a forward-thinking company that values collaboration and innovation, and be part of a mission to revolutionize compliance solutions while enjoying a supportive culture and professional growth opportunities.

Benefits

25 days annual leave

Health cash plan

Gym discounts

Cycle to work scheme

Enhanced employee assistance programme

Salary sacrifice pension scheme

Exclusive shopping discounts

Volunteer days

Professional membership fee coverage

Access to online learning library

Qualifications

• Proven experience in managing cross-functional teams and external suppliers.
• Strong technical, commercial, and organizational skills with attention to detail.

Responsibilities

• Manage a team of Client Service Executives to ensure client success.
• Conduct strategic client reviews and produce reports against business KPIs.

Skills

Leadership Skills

Communication Skills

Analytical Skills

Problem Solving

Customer Focused Mindset

Organizational Skills

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

Client Services Team Manager

About us

SRC are at the forefront of revolutionising health and safety compliance solutions, Supply Chain compliance and Facilities Management, where your contribution will be instrumental in shaping a more streamlined and compliant landscape. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes & Facilities management.

Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.

Join us in crafting a future where compliance is more than just a necessity; it's the bedrock of sustainable and flourishing businesses. SRC is not just your safety partner but also your pathway to success.

About the role

You will be directly responsible for the operational management of a team of Client Service Executives in order to:

• Manage all service duties for allocated clients to ensure client success.

The role will involve a mixture of client management and business activities but will focus on team leadership to ensure client retention, satisfaction and growth.

The role will involve a blend of reactive coordination of the team’s activities in response to client / business demands and to unforeseen events, as well as proactive analysis which will seek to identify measures to continuously improve our processes.

The Client Services Team Manager will be at the forefront of our delivery of a high level, responsive quality service to the client (and to internal stakeholders) and as such, good communication skills and a ‘can-do’ attitude are key. Mental agility and a pro-active approach to problem solving are required - planning ahead to foresee potential issues and taking personal responsibility for completing tasks.

What you’ll be getting up to

• Directly manage a team of Client Service Executives by setting clear goals and objectives for team members and providing ongoing feedback and coaching
• Managing the day-to-day work of team members (as specifically defined in the Client Success Executive job descriptions)
• Fostering a positive and inclusive work environment, promoting collaboration and teamwork
• Developing and implementing effective strategies to enhance team performance
• Track business revenue performance e.g. utilisation, and to maximise fee earning revenues
• Conduct strategic client reviews to ensure administration / service and commercial objectives are being identified and met.
• Produce daily, weekly and monthly reports against business KPIs and to identify actions to remediate should indices not be met.
• Maintain and periodically review operational policies and procedures and ensure team members work in accordance with them.
• Collaborate with internal stakeholders (Client Success Directors and Managers, Consultants, Consultant Team Managers, Business Development Managers) to ensure alignment and successful execution of business-as-usual operations and delivering strategic projects.

What we're looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focussing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focussing on innovation.

We are looking for a candidate with strong technical, commercial, and organisational skills, attention to detail and a customer focused mindset. You should be honest, trustworthy and able to turn ideas into reality. Strong communication, analytical and problem solving abilities are key, along with the ability to make decisions under pressure and manage projects effectively. The ideal candidate should be results driven, adaptable and thrive in a fast paced environment, embracing change and navigating ambiguity.

In order to excel in this role you need…

• Experience of Microsoft Office and other collaborative working systems is essential, specifically Excel, PowerPoint and Word.
• Excellent communication skills, both verbal and written. Ability to effectively interact with stakeholders at all levels, including senior executives, technical teams, and business users.
• Demonstrable leadership skills with the ability to inspire and motivate teams. Proven experience in managing cross-functional teams and external suppliers in a matrixed organisation
• Proven experience in a client management / operational role.

Why join us?

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

Our benefits

We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

• Salary: £35,000 per annum
• Location: Remote with regular travel to our offices or clients.
• Annual leave: 25 days of annual leave, plus bank holidays.
• Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
• Financial – salary sacrifice pension scheme and exclusive shopping discounts
• Family – we enhance statutory entitlements for family leave policies
• Community – volunteer days and religious holiday swaps
• Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library