Job Description

Senior Client Services Specialist

The Team Leader is responsible for leading, coaching, and developing the Client Specialist and Admin team to deliver a consistently high-quality client experience. The role ensures that client servicing and administration activities are completed efficiently, compliantly, and in line with agreed service level standards, while supporting the professional development of team members within a regulated financial services environment.

The Team Leader acts as a key link between advisers, operations, and wider business functions, driving continuous improvement, review and implement new processes, supporting operational delivery, and ensuring the team contributes positively to client outcomes and business objectives.

Team leadership & development

Lead, coach, and motivate the Client Specialist team & Administration Team to deliver high standards of client service and operational support.

Provide day-to-day supervision, including workload management, prioritisation, and resource planning.

Support the onboarding, training, and ongoing development of team members, including performance reviews and development planning.

Foster a positive, collaborative, and high-performing team culture.

Ensure our Company Values are followed throughout.

Client and Admin Team services and oversight

Oversee the delivery of client servicing activities to ensure accuracy, timeliness, and consistency across the team.

Ensure Service Level Agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

Act as an escalation point for complex client queries, service issues, or complaints, ensuring appropriate resolution.

Maintain a strong focus on delivering an excellent end-to-end client experience.

Deal with complex queries from administrators, advisers, providers and clients and take appropriate action.

Compliance and risk management

Ensure the team operates in full compliance with FCA regulations, internal policies, and procedures.

Monitor adherence to data protection, confidentiality, and record-keeping requirements.

Support audit activity and implement any required actions or process improvements.

Stakeholder management

Act as the primary point of contact between Client Relationship Co-ordinators, Administrators, Advisers, and internal support teams.

Collaborate with other departments to improve processes and client outcomes.

Escalate risks, capacity challenges, or service issues to senior management as appropriate.

Assist with interviews for recruitment in the team

Process Improvement and change

Identify opportunities to improve client service processes, efficiency, and system usage.

Support the implementation of new systems, projects, and business initiatives.

Contribute to continuous improvement initiatives, including documentation of procedures and best practice.

Performance and reporting

Monitor team performance through regularreporting and analysis of service metrics.

Use management information to identify trends, risks, and improvement opportunities.

Ensure transactions have been processed correctly (transfer completed, fund switches, cash checks)

Provide clear and timely updates to senior management on team performance and capacity.

Strong leadership and people management skills, with the ability to coach, motivate, and develop high-performing teams.

Excellent communication skills, with the confidence to engage effectively with clients, advisers, and internal stakeholders at all levels.

Highly organised with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Commercially aware and results-focused, with experience managing workloads, performance metrics, and service standards.

Strong understanding of risk, compliance, and regulatory expectations within a financial services environment.

Confident decision-maker, able to handle escalations, resolve issues, and apply sound judgement.

Proactive and adaptable, with a continuous improvement mindset and openness to change.

Numerically confident, with the ability to interpret management information and service data.

Technologically confident, with the ability to leverage systems and tools to drive efficiency and performance.

Resilient and professional, able to remain calm under pressure and lead by example.

Committed to personal development and to supporting the growth and progression of others.

Essential experience

Proven experience in a client services, operations, or customer service role within financial services or a regulated environment.

Demonstrable experience of leading, supervising, or mentoring a team, either in a formal line-management role or as a senior/lead team member.

Strong understanding of delivering service excellence while meeting operational targets and SLAs.

Experience handling escalations, complex client queries, or service issues.

Essential qualifications

GCSEs (or equivalent) in Maths and English.

Strong working knowledge of Microsoft Office applications, particularly Outlook, Word, and Excel.

Confident user of technology and business systems, with the ability to learn new platforms quickly.

Desirable experience

Experience working within an FCA-regulated financial services environment.

Exposure to adviser support, wealth management, or financial planning operations.

Experience of process improvement initiatives.

Previous use of CRM or workflow systems (e.g. Zendesk, IO, or similar platforms).

Desirable qualifications

Financial services qualifications or progress towards them.

Leadership or management training or certification.

Salary based on experience.

25 days annual leave

Company pension

Death-in service cover

Income protection

Free financial advice

Financial education and guidance app.

Wellness app with immediate access to medical and healthcare services.

Job Type: Full-time

Pay: 35,000.00-55,000.00 per year

Benefits:

Company pension Financial planning services Life insurance
Work authorisation:

United Kingdom (required)
Work Location: In person