SF Partners are supporting our high growth client in recruiting a Client Services Manager to lead their growing Client Services team.
Its a pivotal role: youll own client communication, transaction progression, team performance and service standards, reporting to the Sales and Operations Director. Youll inherit a team of four and build from there. This is hands:on : youll lead the team and be on the calls and emails yourself, especially when a transaction gets complicated or the news is hard.
Youll come from property, estate agency, auctions, conveyancing, financial services or customer success : somewhere client:facing, fast:moving and detail:heavy.
What youll own
Client experience and 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, dont 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 and 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 thats 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 and systems
: Review and improve client services processes so theyre 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 and 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 were 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 dont 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.