Client Services Team Leader

We’re looking for a hands-on Client Services Team Leader to support and develop a small but experienced client-facing team while remaining closely involved in day-to-day customer delivery.

This is a broad, visible role where you’ll lead from the front, supporting clients directly while helping the wider team work more effectively and consistently. The business is continuing to evolve, so this role would suit someone who enjoys improving processes, creating structure, and helping raise service standards without losing the personal approach clients value.

You’ll work closely with both operational and commercial teams to help strengthen client relationships, improve the overall customer experience, and support long-term account growth.

• Managing a portfolio of key clients, acting as a senior point of contact and handling complex service issues and escalations
• Leading and supporting a small client services team, setting clear priorities, service standards, and ways of working
• Balancing hands‑on client delivery with team leadership, helping move the function from reactive support to a more proactive, customer success‑led approach
• Introducing and embedding practical processes, SLAs, prioritisation frameworks, and consistent use of service tools
• Working closely with commercial and delivery teams to improve client retention, share customer insights, and identify opportunities to add value
• Capturing and feeding back customer sentiment, trends, and recurring issues to help shape service improvements

• Proven experience in a fast-growing or scaling B2B environment
• Comfortable combining hands‑on client work with people leadership
• Experience improving or implementing service processes, workflows, or structures
• Confident using CRM, ticketing systems, and workflow tools
• Experienced in managing service delivery for complex clients against SLAs
• Strong collaborator with sales, account management, or customer success teams
• Experience onboarding customers and managing ongoing service relationships

• Pragmatic, organised, and delivery-focused
• Confident communicator with both clients and internal stakeholders
• Commercially aware with an understanding of retention and long-term value
• Motivated by working in a purpose-driven, evolving organisation

• A key leadership role during an important phase of growth
• The opportunity to make a genuine impact on service delivery and team development
• A varied role combining people leadership, client management, and operational improvement
• Long-term development opportunities within a growing business
• 26 days holiday plus bank holidays, increasing with service