Client Services Team Leader
Company Outline:
Job Role: Client Services Team LeaderLocation: hybrid - London
Salary: Competitive
Why Do We Want You?
Are you an experienced Client Services / Customer Service professional with a passion for leading teams and delivering exceptional customer service?
We are looking for a proactive Client Services Team Leader to oversee the daily operations of our client services team.
You will play a pivotal role in supporting internal and external stakeholders, mentoring team members, and ensuring that our processes and procedures are adhered to, all while driving a culture of continual improvement.
If you thrive in a fast-paced environment, have excellent people management skills, and are committed to providing high-quality service, this is your opportunity to make a lasting impact.
We shortlist all applicants who meet our essential criteria and guarantee an interview for all disabled applicants meeting these criteria.
For reasonable adjustments or to be considered for our interview guarantee scheme, please use the contact details provided once you have clicked "Apply".
Job purpose, tasks and responsibilities:
As the Client Services Team Leader, you will be responsible for developing and maintaining the service levels that deliver an outstanding customer experience.
Reporting to the Head of Client Services, you will act as their deputy, while also overseeing the daily activities of the Client Services Co-ordinators.
You will ensure the team consistently exceeds customer expectations and fosters transparent communication across the board.
Your key responsibilities are spread between two main areas:
Course Administration:
- Assisting in the administration of our training events.
- Developing strong working relationships with clients, trainers, and internal teams.
- Liaising with clients to coordinate in-house training details and logistics.
- Ensuring trainers have all necessary documents and venue (or virtual platform) details.
- Overseeing virtual platform issues and troubleshooting as needed.
- Maintaining communication with accreditation bodies regarding company qualifications.
- Ordering and confirming delivery of course materials.
Team Supervision:
- Leading, supporting, and training team members to achieve key performance indicators (KPIs) and deliver excellent customer service.
- Monitoring team performance and identifying areas for improvement.
- Collaborating with the Head of Client Services to design and implement effective processes.
- Working with the Client Services Manager to propose team objectives.
- Assisting with recruitment and onboarding of new team members.
- Deputising for the Client Services Manager when required.
What’s the Best Thing About This Role?
You will have the chance to lead a dynamic and collaborative team, playing a key role in shaping the success of our client services function. The variety of tasks and the opportunity to mentor others will ensure no two days are the same!
What’s the Most Challenging Thing About This Role?
This role requires a strong leader who can maintain high levels of service under pressure. The successful candidate will need to adapt quickly and manage multiple priorities, ensuring that our clients receive the highest level of support.
Essential and desirable capabilities:
To be successful in this role, you must have:
- Previous experience in a customer-facing role, ideally with exposure to people from diverse backgrounds.
- Excellent communication and customer service skills.
- Leadership or supervisory experience.
- Strong planning, organisational, and problem-solving abilities.
- A proactive mindset and the ability to work both independently and within a team.
- High levels of accuracy and attention to detail.
- Confidence in using Microsoft Office applications and a CRM system.
- Technical knowledge and experience of operational systems, including virtual platforms like Teams/Zoom.
It would be great if you also have:
- Experience within an administrative function in a professional training organisation or Learning & Development department (not essential).
With inclusivity and ambition, you gain commitment from others by tailoring your approach to individual needs and interests. Your curiosity fosters swift rapport-building and an interest in others, while your integrity facilitates clear, concise communication and empathy.
You resiliently navigate challenges, learn from setbacks, and adapt without losing motivation. Your organised approach and time planning skills reflect your ambition and you value collaboration and continually seek input on innovative ideas., You are goal orientated, planning focused and you enjoy influencing and persuading others through delivering messaging in a motivational personalised manner to your target audience.
You are sociable and a fantastic relationship builder who has outstanding verbal communication skills and uses empathy to understand and relate to others. You are resilient and adapt to change with ease., You are naturally supporting of others and enjoy building relationships through your empathetic, collaborative style.
You are resilient and adapt to change with ease and you have a strong attention to detail., You love supporting others which you do through your empathetic and collaborative approach. You are social and a strong relationship builder. You are a natural planner with amazing attention to details and problem-solving abilities that are second to none.
Before you go....:
About us
For more than 25 years, Bond Solon has supported clients with skills and knowledge to comply with the law and to achieve their purpose. We’re proud to be part of Wilmington PLC’s training and education division, so if you’re looking for variety, innovation and purpose, you’ll find them all and more here.
Find what you’re looking for
We are ambitious and inclusive, filled with integrity and curiosity. We are Wilmington PLC. Are you? Join us and achieve more within your career with mutual respect, support and fair rewards.
The Legal Bit!
The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
- Please note that this role may remain advertised until an offer of employment has been made.
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