Client Care Manager

SF Partners are supporting our high growth client in recruiting a Client Services Manager to lead their growing Client Services team.

It's a pivotal role: you'll own client communication, transaction progression, team performance and service standards, reporting to the Sales & Operations Director. You'll inherit a team of four and build from there. This is hands-on - you'll lead the team and be on the calls and emails yourself, especially when a transaction gets complicated or the news is hard.

You'll come from property, estate agency, auctions, conveyancing, financial services or customer success - somewhere client-facing, fast-moving and detail-heavy.

What you'll own

Client experience & relationships
- Lead the Client Services function and hold the line on service standards.
- Handle a high volume of client calls and emails directly - and set the standard for how the team handles theirs.
- Be the escalation point for complex enquiries and complaints, and resolve them, don't just route them.
- Build real relationships with buyers, sellers, landlords, investors and partners.
- Track client satisfaction and act on what it tells you.
- Set service standards that put the client first, and make sure the team lives by them.

Team leadership & development
- Manage, mentor and develop a team of four Client Services Executives, and grow it as the business scales.
- Run regular reviews, coaching and training.
- Set clear objectives, KPIs and development plans for each person.
- Build a team that's calm under pressure and genuinely good with people.

Transaction progression
- Oversee the full journey: draft listing → instruction → exchange → completion.
- Coordinate sales, conveyancers, auction partners and clients so nothing stalls.
- Keep clients informed at every stage - bad news fast, never silence.

Process, compliance & systems
- Review and improve client services processes so they're faster and clearer.
- Keep records, documentation and client comms accurate and to standard.
- Work with compliance to meet regulatory requirements.
- Get the most out of our CRM - we run on Salesforce - and help optimise how the team uses it.

Operational & commercial
- Report regularly on satisfaction, team performance, transaction progress and service levels.
- Spot opportunities to improve retention and generate referrals.
- Work across sales, compliance, marketing and operations to keep the experience consistent.
- Support growth and operational improvement initiatives.

What we're looking for
- Proven experience leading a client services, client care or customer success team - this is a must, not a nice-to-have.
- A track record in property, auctions, conveyancing, financial services or a similar regulated, client-facing field.
- High energy and genuine enthusiasm - the kind of person clients are glad picked up the phone, and the team feeds off.
- Comfortable carrying a high volume of calls and emails without dropping the detail.
- Someone who runs towards a difficult conversation, not away from it.
- Strong people-management instincts - you coach, you don't just manage.
- Confident with CRM systems - Salesforce experience is a real plus.
- Organised under pressure, with the judgement to know what to escalate and when.
- Clear communicator. Plain English, no waffle, on the phone and on the page