Client Services Team Lead

Experience in a client‑facing support or service management role, ideally within financial services or fintech, with a proven track record of delivering high‑quality client outcomes

Exposure to case management, including leading the resolution of complex queries and complaints, and supporting others to handle sensitive or escalated situations

Strong confidence, resilience and sound judgement when navigating challenging conversations, maintaining professionalism and clarity under pressure

Excellent written and verbal communication skills, with the ability to tailor messaging, provide clear rationale, and uphold high standards of accuracy and detail

Solid understanding of AML principles and regulated environments, or the proven ability to quickly build expertise in these areas

Demonstrated ability to manage multiple priorities, balancing operational demands with strategic thinking in a fast‑paced environment

Overseeing the delivery of client support across phone, email, chat and meetings, ensuring the team consistently meets agreed SLAs and KPIs

Managing and guiding the full lifecycle of client cases — including prioritisation, investigation, resolution and follow‑up — while supporting the team to do the same

Leading the handling of complaints with empathy, clarity and professionalism, including oversight and quality assurance of Trustpilot responses

Ensuring clients receive timely, clear and proactive updates, with well‑communicated next steps and realistic expectations

Escalating critical issues appropriately and collaborating with internal teams to drive efficient and effective resolution

Ensuring accurate and compliant documentation of all client interactions and actions across the team