Client Services Manager

MECCA RECRUITMENT GROUP Providing clients and candidates with effortless, streamlined and honest recruitment.
Are you an experienced leader in Financial Services with a passion for driving exceptional customer experiences? This is your opportunity to lead the Customer Experience function at a respected organisation, supporting the transformation of customer service delivery across multiple product streams.

About the Role As Client Services Manager, you will lead a high-performing team across Financial Adviser, Direct Investor, and Member Care support. Your mission is to unite and optimise these functions-enhancing the overall customer journey, fostering cross-team alignment, and supporting business growth.

You’ll work closely with internal stakeholders, business development teams, and corporate services, driving improvements in process, systems, and culture.
Key Responsibilities

• Lead the Customer Experience team and create a positive, high -performing culture.
• Oversee daily operations across multiple customer support channels.
• Drive change initiatives to align and integrate customer experience functions.
• Develop team knowledge on product features to better support Financial Adviser and customer queries.
• Analyse CRM and call center data to uncover insights and drive service improvement.
• Build tools and resources that enhance both service delivery and sales opportunities.
• Develop KPIs, monitor performance, and implement continuous improvement strategies.
• Manage escalations and support dispute resolution and operational incidents.
• Collaborate with stakeholders to support new business, product development, and marketing.
• Ensure compliance with industry regulations and internal risk frameworks.

Skills & Experience

• 10+ years’ experience in Financial Services.
• Proven leadership within a dynamic, fast-paced environment.
• Ability to manage operational change and lead transformation.
• Strong commercial acumen and experience supporting sales enablement.
• Excellent verbal and written communication skills.
• Technologically confident - CRM, Microsoft Office, call center systems.
• Sound knowledge of technical financial products.
• Highly analytical with strong problem-solving capabilities.
• Engaging team leader with a coaching mindset.

Why Join This Business? Be part of a company at the forefront of innovation in financial services. This is more than just a leadership role-it's a chance to truly shape the customer experience journey of a respected organisation. You’ll work with a leadership team that values curiosity, courage, care, and results.

Equal Opportunity Employer Our client celebrates individuality and diverse perspectives. They’re committed to providing a safe, respectful, and inclusive workplace for all employees.
Additional information

• Lead a high-impact CX team across multiple channels
• Drive innovation and service transformation
• Influence strategy in a leading financial services firm