Client Support Team Leader

JR United Kingdom; Horsham; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading financial services group seeks a Client Support Team Leader to guide and develop their support team. Key responsibilities include leading team performance, ensuring high service standards, and managing client queries. Ideal candidates will possess strong leadership skills, pertinent experience in financial services, and an understanding of regulatory compliance.

Qualifications

• Experience in leading client service/support teams in financial services.
• Strong ability to manage multiple tasks in a fast-paced environment.
• Proficient in CRM systems and quality assurance practices.

Responsibilities

• Lead and develop the Client Support team, ensuring exceptional service.
• Monitor team performance and ensure adherence to processes.
• Serve as primary escalation point for complex queries.

Skills

Organisational skills

Time management

Verbal communication

Written communication

Team development

Process improvement

Tools

CRM systems

Microsoft Office Suite

Digital client meeting tools

Job description

Social network you want to login/join with:

Benchmark Capital is a leading financial services group supporting financial advisers and wealth managers. With innovation at our core, we provide best-in-class technology, compliance support, and investment services to help firms grow and serve their clients effectively. As part of the Schroders Group, we combine financial stability with a forward-thinking, agile environment.

The Role

The Client Support Team Leader is responsible for guiding and developing the Client Support team, ensuring advisers and clients receive exceptional service throughout the advice process. Acting as the main contact for administrative matters, you will drive team performance, oversee quality assurance, facilitate effective communication, and manage escalations. Your leadership will be instrumental in enhancing the client experience, maintaining standardised processes, and aligning team efforts to the organisation’s goals.

Responsibilities

• Lead the Client Support team in providing efficient support to financial planning advisers and clients across the advice journey.
• Monitor team workflows and performance, ensuring capacity is managed and high-quality service standards are consistently met.
• Oversee and reinforce adherence to standardised processes, including proper use of CRM systems, new business submissions, and documentation protocols.
• Conduct quality assurance reviews to support regulatory compliance and identify opportunities for improvement.
• Serve as the primary escalation point for complex queries and administrative issues, ensuring timely and effective resolution.
• Collaborate with advisers, management, and stakeholders to represent the support team and integrate client feedback into ongoing projects and process enhancements.
• Facilitate effective team communication through regular meetings, check-ins, and updates.
• Coordinate recruitment, onboarding, and ongoing training and development of support team members.
• Set clear objectives and KPIs for the team, monitoring progress and implementing continuous improvement initiatives.
• Champion the principles of Treating Customers Fairly and uphold the highest duty of care, especially for vulnerable clients.

Experience

• Demonstrated experience leading client service or support teams, ideally within financial services or a regulated environment.
• Strong organisational and time management skills; able to prioritise multiple tasks and meet deadlines in a fast-paced environment.
• Excellent verbal and written communication skills, including confident telephone manner and high standards of literacy.
• Proficiency with CRM systems, digital client meeting tools, and Microsoft Office Suite.
• Proven ability to train, motivate, and develop a team.
• Experience in process improvement and quality assurance.
• Understanding of regulatory standards within financial services (knowledge of R01, FA1, FA2 is advantageous).
• Collaborative approach with a willingness to embrace change and contribute to a positive corporate culture.