Customer Service Manager

An established and highly regarded professional services organisation is seeking an experienced Client Services Supervisor to join its growing team. This is an exciting opportunity for a driven supervisor or team leader who thrives in a fast-paced environment and is passionate about delivering exceptional client experiences while leading and

developing high-performing teams.

The Role

Acting as a key link between new clients and specialist departments, the Client Services function plays a vital role in ensuring enquiries are assessed efficiently and routed accurately. As Client Services Supervisor, you will oversee daily operations, support team performance, and ensure service delivery standards are consistently achieved.

This role offers significant scope for professional growth, giving you the opportunity to analyse performance data, identify trends, and influence operational improvements that enhance both efficiency and client experience.

Key Responsibilities

• Lead, motivate and develop a team of Client Services Executives, driving performance and engagement
• Monitor KPIs and service standards, ensuring targets and business objectives are consistently met
• Take ownership of team outcomes, aligning decision-making with wider organisational strategy
• Organise and prioritise workloads to ensure efficiency, accuracy and timely completion of tasks
• Oversee enquiry assessment processes, supporting effective onboarding and decision-making
• Maintain clear communication with senior stakeholders, providing insights on performance and opportunities for improvement
• Act as a role model within the team, providing coaching, mentoring and ongoing support
• Monitor quality standards, encouraging accuracy and continuous improvement
• Participate in system testing and process enhancement initiatives
• Address performance, behavioural or capacity challenges proactively
• Contribute to leadership discussions by sharing operational observations and recommendations
• Adapt to evolving business needs with a proactive and flexible mindset

About You

• Proven experience as a supervisor or team leader, ideally within legal or professional services environments
• Strong experience managing KPIs and analysing performance metrics such as conversion rates
• Excellent written and verbal communication skills
• Commercially aware, with a focus on service delivery and client experience
• Natural leader with the ability to build morale and foster a collaborative team culture
• Highly organised, reliable and detail-focused
• Strong analytical and problem-solving skills
• Experience with case management systems is advantageous but not essential
• Knowledge of areas such as real estate, personal injury or clinical negligence would be beneficial

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