Client Services Team Leader

Overview

Department: Customer Experience

Employment Type: Permanent

Location: Cardiff, UK

Reporting To: Head of Client Services & Onboarding

Description
Safe Contractor is the UK’s largest SSIP-registered and UKAS-accredited supply chain risk management company, trusted by 40,000 contractors. We simplify compliance for clients and contractors of all sizes, helping to make workplaces safer for everyone, through a flexible, risk-based approach. Our audits ensure contractors are properly assessed, while a user-friendly portal makes compliance straightforward and manageable. The Client Services Team Leader leads the delivery of client support, insights, and lead generation across the UK Supply Chain.

You’ll oversee Account Management Analyst activity at scale, ensuring high-quality client support, actionable insights, and operational excellence. The role also manages a small team focused on data enrichment and lead generation, driving a steady pipeline of high-quality, sales-ready opportunities.

• Set clear objectives, KPIs, and performance standards aligned to business goals across both business units.
• Ensure workload is effectively prioritised across the team to support Account Managers and client needs.
• Foster a collaborative, high-performance culture with a focus on quality, accountability, and continuous improvement.
• Oversee delivery of best-in-class support to Account Managers, ensuring high-quality client insight, reporting, and operational support.
• Ensure the production of enhanced client reporting, identifying trends, risks, and commercial growth opportunities.
• Support strategic account planning through data analysis and performance insights.
• Maintain strong awareness of client needs and ensure the team contributes to building long-term client relationships.

You have a proven track record in Customer Success or Account Management, with experience leading and developing teams. You’re highly analytical, with strong Excel skills, and able to turn complex data into clear, actionable insights. You communicate effectively and manage stakeholders with confidence, while staying organised and focused when juggling multiple priorities. A strong attention to detail ensures consistently high-quality work.

We have a hybrid workplace policy
, where you will work from the office 3 days per week. Plus our Cardiff office is dog-friendly – expect a few friendly paws around the place!

• Enhanced Parental Leave
• Generous annual leave
• Healthcare Plan
• Annual Giving Day – an extra day to give back to yourself or your community
• Cycle-to-work Scheme
• Pension scheme with employer contributions
• Life Assurance – 3X base salary
• Rewards Program – access to discounts and cashback
• Linked In Learning License for upskilling & development

We are proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.