Client Services Manager

We're on the hunt for a dynamic and experienced Client Services Manager to lead a thriving team.

• Lead, inspire, and drive the success of a 30-strong customer service team
• Create a high-performing and cohesive unit, in a thriving business
• Salary: £60,000 - £70,000
• Hybrid

Client Services ManagerOur client is a leading platform for homeowners looking to sell their properties, helping thousands of sellers each month connect with the best estate agents. Their friendly team of over 85 people operates out of beautiful offices in Old Street and is backed by prominent industry investors. Together, they are transforming the home-selling experience.Role OverviewOur client is seeking a dynamic and experienced Client Services Manager to lead a thriving team of 30 Customer Service professionals, including 4 Team Leaders and 1 Assistant Manager. This role is pivotal in delivering exceptional service, driving operational excellence, and achieving ambitious results. If you’re a leader who thrives on motivating others and shaping outstanding customer experiences, this opportunity could be perfect for you.What You’ll Be DoingLeadership & Team Management

• Lead, inspire, and drive the success of a 30-person customer service team.
• Manage and mentor 4 Team Leaders and 1 Assistant Manager, fostering a high-performing and cohesive unit.
• Conduct regular check-ins, provide actionable feedback, and ensure alignment with clear, ambitious goals.
• Plan team schedules to maintain peak performance, even during busy periods.

• Champion a customer-first mindset, ensuring every interaction delivers satisfaction.
• Collaborate with senior management to resolve escalated issues swiftly and effectively.
• Monitor performance metrics, including Valuation Rate, Call Conversion Rates, Quality Assurance, and cancellation rates.

• Streamline processes to enhance efficiency and meet business objectives.
• Utilise tools and technology to improve team performance and customer experience.
• Ensure compliance with company policies and regulations.
• Oversee resource planning, equipping the team with the skills and tools to succeed.

• Analyse performance metrics to identify areas for improvement.
• Provide regular reports to senior management, highlighting sales results, customer satisfaction, and operational achievements.
• Set and monitor KPIs for Team Leaders and the Assistant Manager, ensuring accountability and driving results.

• 5-7 years in customer service and/or sales, including 3+ years managing teams.
• Proven track record in a B2C environment, with estate agency or property-related experience essential.
• Exceptional leadership skills, with the ability to coach, motivate, and build high-performing teams.
• Customer-first attitude with the ability to manage complaints and implement service improvements.

• Strategic thinker with a results-driven approach to sales and service.
• Strong analytical skills for data-driven decision-making and performance optimisation.
• Exceptional communication skills, equally adept at rallying teams and presenting to senior leaders.
• Ability to thrive under pressure in a fast-paced environment.

• Salary: £60,000 - £70,000
• Benefits: Private Medical Cover, Learning & Development Allowance, Wellbeing Allowance, Perks at Work, Hybrid Working, and various optional schemes.
• Holiday: 25 days + Bank Holidays
• Opportunity to join a growing company at an exciting stage in its journey.
• Work with a fantastic team—they prioritise hiring great people who make work enjoyable.
• Be part of a major industry, helping to simplify the often stressful process of moving house.