Job Specification: Client Services Manager
Position Title: Client Services Manager
Location: Shoreditch (Hybrid – 3 days in the office)
Reporting To: Director of Client Services
Compensation: Up to £70,000+ per annum
Benefits: 25 days holiday + public holidays, private medical, 2 days work from home (optional)
Company Overview
Our client is a market-leading property technology company that leverages data and innovation to enhance the home-selling experience. Through advanced insights and industry expertise, they provide solutions that empower homeowners to make informed decisions in the property market.
Role Summary
This is a brand-new role, created to support the Director of Client Services in managing and optimising the performance of a 28-person team. The Client Services Manager will be responsible for the day-to-day leadership, HR, training, and development of the team, ensuring strong performance and compliance across all operations. The role is heavily leadership-focused, requiring expertise in call centre dynamics, people management, and an understanding of estate agency operations.
The ideal candidate will have estate agency experience, preferably within a head office setting or an online agency, where they have overseen a large-scale client services function. They will be responsible for ensuring lead quality, compliance, and maintaining operational excellence within the team.
Team Structure
- Total team size: 28 people
- Team Breakdown: 4 teams, each with 6 people
- Leadership Structure: 4 Team Leaders + 1 Assistant Manager (who will support the Client Services Manager)
- Roles within each team: 2-3 Executives, 1-2 Specialists, 1 Team Leader
- Call operations: Teams manage client interactions via overarching phone systems, making call centre experience highly relevant
Key Responsibilities
- Oversee the daily management and performance of the 28-person Client Services team.
- Provide strong leadership and coaching for Team Leaders and the Assistant Manager.
- Implement HR, training, and development initiatives to support career progression within the team.
- Ensure call quality, lead generation, and compliance are upheld across all teams.
- Maintain high service standards, driving efficiency and effectiveness in client interactions.
- Work closely with the Director of Client Services to develop strategic improvements
- Collaborate with internal teams to refine processes and team performance metrics.
- Oversee operational compliance, ensuring best practices in client services and estate agency operations.
Essential Qualifications & Experience
- Proven leadership experience in managing large teams within a client services or call centre environment.
- Estate agency background– experience within a head office setting or leading client services within an online estate agency.
- Strong people management skills, with experience handling HR, performance management, and training.
- Experience overseeing call centre-style operations, including phone system workflows and compliance.
- Ability to work in a fast-paced, high-volume environment, ensuring efficiency and quality service delivery.
- Excellent communication, problem-solving, and stakeholder management skills.
- Analytical mindset, with the ability to use data to drive decisions and improvements.
Key Competencies
- Leadership & Team Development – Managing and mentoring Team Leaders and Assistant Managers.
- Operational Excellence – Ensuring smooth day-to-day running of the Client Services function.
- Call Centre Management – Experience working in call-based operations, ensuring service quality.
- Strategic Thinking & Problem-Solving – Aligning team performance with business goals.
- Stakeholder Management – Collaborating with senior leadership to drive business success.
Why Join?
- A brand-new leadership role, offering the opportunity to shape and refine a growing team.
- Competitive salary up to £70,000+ per annum.
- Flexible hybrid working (3 days in-office, 2 days from home).
- Strong career progression opportunities within a market-leading company.
- Comprehensive benefits, including 25 days holiday, private medical insurance, and hybrid work flexibility.
This is an exciting opportunity for an experienced Client Services leader to step into a key leadership role, driving operational success and team performance. If you have estate agency and call centre experience, along with strong leadership skills, we’d love to hear from you.