Client Services Team Manager-Group Risk

Mulberry Recruitment Ltd; Winnersh; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

Mulberry Recruitment Ltd seeks a Client Services Team Manager in Winnersh with hybrid working. You will lead a team of Client Services Specialists, coach them to deliver outstanding service to a diverse client portfolio and help drive service excellence.

You will work with senior leadership to implement strategies, monitor KPIs, and improve processes while ensuring regulatory and SLA compliance and strong stakeholder relationships.

Qualifications

• Experience as Team Leader or Manager in customer or client services.
• Group Risk experience is desirable but not essential.
• Proven track record of managing performance against KPIs.

Responsibilities

• Lead, motivate and develop a team of Client Services Specialists.
• Ensure exceptional levels of customer service are delivered at all times.
• Set objectives and monitor performance against KPIs.
• Conduct regular one-to-one meetings and performance reviews.
• Identify opportunities to improve products, services and internal processes.

Skills

Team leadership

Coaching

People management

Performance management

KPI tracking

Stakeholder comms

Planning prioritisation

Communication

Job description

Client Services Team Manager-Group Risk

Location: Winnersh/Hybrid Working
Salary: Up to £36,000 (DOE)

Are you an experienced Team Leader or Manager with a passion for delivering exceptional customer service? Do you enjoy developing high-performing teams and driving service excellence?

Our client is seeking a Client Services Team Manager to lead a team of Client Services Specialists, ensuring the delivery of outstanding service to a diverse client portfolio. This is an excellent opportunity for a motivated leader looking to join a successful and growing organisation.

The Role

As the Client Services Team Manager, you will be responsible for the day-to-day management, coaching and development of your team, ensuring they consistently achieve service, quality and performance objectives. Working closely with senior leadership, you will help implement business strategies, improve processes and maintain high levels of client satisfaction.

Key Responsibilities

• Lead, motivate and develop a team of Client Services Specialists.
• Ensure exceptional levels of customer service are delivered at all times.
• Set individual and team objectives, monitoring performance against agreed KPIs.
• Conduct regular one-to-one meetings and performance reviews, supporting employee development.
• Identify opportunities to improve products, services and internal processes.
• Build and maintain strong relationships with clients, insurers and internal stakeholders.
• Support business objectives by ensuring compliance with regulatory and service level requirements.
• Attend internal and external meetings and training sessions as required.
• Handle client and stakeholder enquiries in a professional and proactive manner.

About You

• Previous experience as a Team Leader or Manager within a customer service or client services environment.
• Group Risk experience is desirable but not essential.
• A proven track record of managing performance against financial, operational and service KPIs.
• Strong people management skills, including coaching, mentoring and performance management.
• Highly organised with excellent planning and prioritisation skills.
• A confident communicator with the ability to build strong working relationships at all levels.
• A positive, proactive leader who leads by example and inspires their team.