Client Services Team Lead (Fintech)

TL;DR

Client Services Team Lead (Fintech): Managing and coaching a client support team to ensure high-quality service delivery for an online savings platform with an accent on resolving complex queries and escalations. Focus on improving team processes, driving operational efficiency, and collaborating with Product and Technology teams to enhance the overall customer experience.

Location: Must be based in London or able to commute to the office for hybrid work (at least 1 day/week)

Company

An online savings platform that enables individuals, businesses, and charities to manage and grow their cash assets efficiently.

What you will do

• Oversee the delivery of client support via multiple channels to meet agreed SLAs and KPIs.
• Manage the full lifecycle of client cases, providing guidance on prioritization and resolution.
• Lead the handling of complex complaints with empathy and professional resolution strategies.
• Coach and develop team members, setting clear performance expectations and providing feedback.
• Drive process improvements and automation initiatives to increase team efficiency.
• Collaborate with Product and Technology teams to surface client insights and influence roadmap decisions.

Requirements

• Experience in a client-facing support or service management role within financial services or fintech.
• Proven track record in managing complex case resolutions and handling escalated situations.
• Strong understanding of AML principles and regulated environment standards.
• Hands-on experience with CRM platforms like Zendesk or Salesforce.
• Excellent verbal and written communication skills with the ability to maintain accuracy under pressure.
• Must be available for hybrid work in London (minimum 1 day per week).

Nice to have

• Background in high-growth fintech or financial services environments.
• Experience in leading quality assurance for customer interactions.

Culture & Benefits

• Hybrid working policy with 1 day/week in the London office.
• Competitive bonus scheme rewarding high performance.
• Personal development budget of £1,000 per year.
• Flexible benefits pot for health, wellbeing, and lifestyle needs.
• Comprehensive health and insurance package, including private healthcare and life insurance.
• Enhanced parental leave and matched pension contributions up to 5%.