Client Services Team Leader
Core
Lead a team of up to 15 Customer Service Representatives to deliver professional, efficient, and compliant service across phone, email, and live chat for a stockbroking business.
Role type
Senior Client Services Team Leader
Builds
High-performing client service teams and improved operational processes
Domain
Financial services / Stockbroking
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, complex client issue resolution, process improvement, compliance management, stakeholder communication
Preferred skills
Experience in stockbroking or regulated financial services, RG146 accreditation, workforce planning experience
Technologies
CRM systems, communication platforms (phone, email, live chat)
Responsibilities
Coach team members and monitor performance, manage escalated complaints and financial crime matters, run team meetings, identify process improvements, provide performance insights to management, maintain RG146 standards
Seniority
Senior, hands-on IC with team management