Overview
Hours: 4pm - 1am (Tuesday - Thursday), 1pm - 10pm (Friday) - 4 days a week
Location: Old Trafford, M16 OPQ
Role: Client Success Team Leader
Package: £45,000 base (£70,000 OTE)
Responsibilities
* Leading from the front with a hands-on, role-model approach, supporting the Client Services Manager in the day-to-day delivery of team and operational objectives
* Setting clear expectations, reinforcing KPIs and quality standards, and monitoring individual and team performance to address issues early and constructively
* Coaching and developing team members through regular feedback, call listening, performance conversations, and support with PDRs and development plans
* Ensuring a high-quality client experience by maintaining standards across welcome calls, record-keeping, objection handling, and the effective management of complaints and escalations
* Collaborating with peers and stakeholders to share insight, contribute improvement ideas, and support a culture of accountability, teamwork, and continuous improvement
Experience Required
* Experience in a client services or customer success environment within a fast-paced, target-driven setting
* Proven experience coaching, mentoring, or supporting peers to improve performance and quality
* Strong understanding of KPIs, quality standards, and delivering a consistently high client experience
* Hands-on experience providing feedback through call listening, side-by-side coaching, and performance conversations
* Confidence leading by example, positively influencing behaviours, standards, and team culture on the floor
What you’ll get in return
* Free PureGym membership after 3 months served
* Cycle to work scheme
* 23 days annual leave plus bank holidays, increasing with length of service
* Additional half day off for birthday
* Enhanced maternity, paternity and adoption leave
* Two volunteer days per year for a charity of your choice
* Smart pension scheme
* Life insurance and critical illness cover
* All expenses paid company events in sought after venues
* Free fruit & breakfast
* Company sports teams
* On-site barber and beautician
* Car valet service
* Career development directly linked to your performance
* Fundraising initiatives for our registered charity – the PHMG Foundation
* Dedicated Employee Assistance Programme
About
This role is with PHMG, a leading audio branding agency. This description covers the responsibilities, qualifications, and benefits of the Client Success Team Leader position.
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