SF Partners are supporting our high growth client in recruiting a Client Services Manager to lead their growing Client Services team.
What you’ll own
* Client experience & 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, don't 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 & 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 that is 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 & systems
* Review and improve client services processes so they’re 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 & 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 we’re 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 to pick 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 don't 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.
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