Client Services Team Manager (Financial Services)

Location: Darwen

Salary: £32,000-£35,000 + Benefits

The role of the Client Services Team Manager is to manage and support a Client Services Team in providing exceptional servicing to a portfolio of clients. You will be the first point of contact for the team and will be expected to have the skills and knowledge to understand and resolve any issues that should arise.

Daily Duties

To understand and ensure the client services team are following the Target Operating Model (TOM).

To ensure that the client services team are adhering to all processes and Service standards assigned to them.

To maintain and develop our in-house computer system (Organise IT) and ensure the completeness and accuracy of the data within it.

To perform spot checks each month in line with agreed checklists and Service standards.

To deal with HR issues that arise within your team with the support of your line manager.

To be responsible for monthly 121s, midyear and annual performance reviews with your team and for signing off annual leave ensuring there is adequate cover for the existing team.

Ensuring proactive recruitment interviewing, note taking, processing applicants via Portal, confirming offers and onboarding new staff members and effective management of leavers process within team.

Monitor and maximise the performance of your team to ensure excellent service provision and retention of clients.

Drive the engagement of the team through proactive two-way communication, teamwork and collaboration.

Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.

Be prepared to work outside contracted hours if workloads and business requirements necessitate.

Attend internal and external meetings with Insurers and product training as required.

Periodically attend client meetings with Sales Consultant.

Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and colleagues as well as receiving complaints and escalating as appropriate.

Manage workloads including delegation of work to team.

Co-ordinate the team on any non-portfolio work streams such as mailbox rota.

Provide technical support & guidance for team members.

Provide training for new starters and existing team members where required.

Be an escalation point for the team and be on hand to support with client queries at all times.


Holiday entitlement of 26 days plus bank holidays

Career prospects

Gain CII or ACII qualifications to boost your knowledge and career prospects

Pensions scheme for when you feel its time to retire

24-hour support for physical and mental wellbeing

1 days paid volunteering day to give back to our communities

The Spotlight Awards, where we shine a light on the brightest talent across our group

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future.

Job Types: Full-time, Permanent

Pay: £32,000.00-£35,000.00 per year


  • Monday to Friday


  • PMI: 1 year (required)

Work Location: In person