Client Services Team Leader - UKPI

Oversees a team of Client Case Representatives. Ensures efficient workflow, issue resolution, and collaboration with internal partners.

The Client Services Team Leader plays a critical role in leading, motivating, and developing a team of associates to deliver exceptional, compliant client outcomes for Vanguard’s UK Personal Investor (UKPI) business. Operating as both a leader and hands‑on contributor, the Team Leader role‑models best‑in‑class service standards and supports continuous improvement across people, processes, and platforms.

• Lead, develop and motivate a team of associates to deliver exceptional, compliant client outcomes aligned with business goals.
• Act as a player‑manager when needed, role‑modeling high standards of client service and operational excellence.
• Set clear expectations and foster a high‑performance culture built on coaching, feedback, and continuous improvement.
• Support training, capability building and in‑role development, ensuring team members have the skills and knowledge required.
• Carry out regular 1:1 coaching sessions with individual crew on your team.

• Ensure the delivery of consistent, excellent client service across all channels, with client outcomes at the center of every decision.
• Support the resolution of complex client concerns and guide the team in effective problem‑solving and case handling.
• Uphold high standards of regulatory adherence, service levels, and operational processes.

• Ensure adherence to process, governance, compliance requirements and service level targets.
• Contribute to productivity, efficiency, first‑contact resolution, quality assurance and other performance metrics (targets noted as TBC in source).
• Monitor team performance and support effective resource allocation.

• Collaborate with internal teams to support new initiatives, share best practices and ensure consistent service delivery.
• Navigate and lead the team through change, maintaining engagement and performance during evolving business needs.

• Significant experience in client service roles.
• Proven supervisory or team leader experience (preferential).
• Experience with in financial services or asset management is advantageous.
• Relevant Level 4 industry qualification advantageous; customer service, supervisory, leadership or training qualifications also beneficial.

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in‑person learning, collaboration, and connection. We believe our mission‑driven and highly collaborative culture is a critical enabler to support long‑term client outcomes and enrich the employee experience.