Hybrid Client Services Lead — Shape Experience & Growth

Insignis; Cambridge; Hybrid; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Holiday 25 days

Pension contributions 5%

Private medical insurance

Health cash plan

Enhanced parental leave

Cycle to work

Team lunches & socials

Job summary

Insignis is expanding its Client Services team in a fast-growing FinTech environment. You will oversee daily operations, coach staff, manage client relationships, and ensure robust case management and compliance across workflows.

The role offers hybrid working patterns with some in-office collaboration to drive high service standards, continuous improvement, and strategic client outcomes. The ideal candidate has experience leading client services, a strong grasp of CRM systems, and a proactive

Qualifications

• Experience overseeing Client Services teams and SLAs.
• Experience conducting performance reviews and coaching.
• Ability to act as escalation point for complex queries.
• Experience with CRM and case management systems.
• Understanding of wealth management and financial advisory services.
• Experience with complaints handling.

Responsibilities

• Oversee daily operations of the Client Services team to ensure smooth workflow and adherence to SLAs.
• Conduct regular one-to-one meetings and performance reviews for Associates and New Joiners.
• Provide coaching and mentoring to support professional growth.
• Act as the primary escalation point for complex queries and issues.
• Collaborate with the Client Services Manager on resource planning and strategic priorities.

Skills

CRM experience

Client relationships

Coaching & mentoring

Regulatory compliance

Data protection

Job description

Insignis is expanding its Client Services team in a fast-growing FinTech environment. You will oversee daily operations, coach staff, manage client relationships, and ensure robust case management and compliance across workflows.

The role offers hybrid working patterns with some in-office collaboration to drive high service standards, continuous improvement, and strategic client outcomes. The ideal candidate has experience leading client services, a strong grasp of CRM systems, and a proactive