Client Services Supervisor

We are a fast-growing, FinTech company looking for a talented and enthusiastic individual to join our team. We are expanding, making this a perfect position if you would like to have a significant impact on our company’s growth and develop your role and career as the business evolves. You will join a team where your ideas will be welcomed and valued.

This is an exciting opportunity to join a dynamic team during a period of rapid growth. You’ll play a key role in shaping our client experience and have the chance to develop your career as the business evolves.

Key Responsibilities

Team Supervision & Management · Oversee daily operations of the Client Services team to ensure smooth workflow and adherence to SLAs. · Conduct regular one-to-one meetings and performance reviews for Associates and New Joiners. · Provide coaching and mentoring to support professional growth. · Act as the primary escalation point for complex queries and issues. · Collaborate with the Client Services Manager on resource planning and strategic priorities.

Client Relationship Management · Foster positive client relationships and ensure clients feel valued and supported. · Manage enquiries promptly and professionally, ensuring a client-first approach. · Handle escalated complaints and complex cases with efficiency and empathy. · Proactively identify opportunities to strengthen the client experience and share insights with the Manager for strategic improvements.

Operational Oversight · Manage the team mailbox and ensure timely responses to client queries. · Oversee case management systems, ensuring accurate and up-to-date records. · Perform four-eye checks on critical processes to maintain compliance and accuracy. · Review and update team procedures regularly to reflect best practice and regulatory requirements, in consultation with the Manager.

Training & Development · Deliver training sessions to ensure team members achieve competence levels. · Identify skills gaps and implement development plans to enhance capability. · Support the Manager in shaping long-term training strategies for the team.

Continuous Improvement & Compliance · Monitor key performance indicators (KPIs) and implement strategies for improvement. · Ensure adherence to compliance, risk management, and data protection policies. · Contribute to process improvement initiatives and collaborate with the Manager on workflow enhancements and strategic projects.

Communication & Collaboration · Act as a liaison between Client Services and other departments to ensure seamless service delivery. · Communicate updates, changes, and priorities clearly to the team. · Partner with the Client Services Manager on cross-departmental initiatives and strategic planning.

Desirable (but not essential): · Experience with Salesforce and case management systems · Understanding of wealth management and financial advisory services · Complaints handling experience

Benefits

• 25 days holiday (exc. Bank holidays)
• 5% Pension contributions
• Private medical insurance with Vitality
• Health cash Plan offering contributions to dental, optical and much more
• Enhanced Parental Leave
• Cycle to Work Scheme
• Monthly team lunches, quarterly company social

Working pattern

We work a hybrid pattern, with Monday, Tuesday and Thursday together in our Cambridge office (St Johns Innovation Centre, Milton), working remotely on Wednesday and Friday. Our three office days are a core part of how we work.

We believe our best work happens when we have meaningful time together: collaborating across teams, sharing ideas, learning from one another and building strong relationships. The balance gives you the benefits of focused remote working while keeping the energy, connection and pace that come from working side by side.