Client Services Team Leader

Role Overview

• Set clear objectives, KPIs, and performance standards aligned to business goals across both business units.
• Ensure workload is effectively prioritised across the team to support Account Managers and client needs.
• Foster a collaborative, high-performance culture with a focus on quality, accountability, and continuous improvement.
• Oversee delivery of best-in-class support to Account Managers, ensuring high-quality client insight, reporting, and operational support.
• Ensure the production of enhanced client reporting, identifying trends, risks, and commercial growth opportunities.
• Support strategic account planning through data analysis and performance insights.
• Maintain strong awareness of client needs and ensure the team contributes to building long-term client relationships.

Requirements

• You have a proven track record in Customer Success or Account Management, with experience leading and developing teams.
• You’re highly analytical, with strong Excel skills, and able to turn complex data into clear, actionable insights.
• You communicate effectively and manage stakeholders with confidence, while staying organised and focused when juggling multiple priorities.
• A strong attention to detail ensures consistently high-quality work.

Benefits

We have a hybrid workplace policy, where you will work from the office 3 days per week. Plus our Cardiff office is dog-friendly – expect a few friendly paws around the place! We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer: ** Personal Health & Wellbeing / Benefits

🍼 Enhanced Parental Leave **** 🌴Generous annual leave **** 🏥 Healthcare Plan**** 💟 Annual Giving Day – an extra day to give back to yourself or your community**** 🚲 Cycle-to-work Scheme **** ** Future Planning****** 💰Pension scheme with employer contributions **** 🧬 Life Assurance – 3X base salary 💸 Rewards Program – access to discounts and cashback **** 🏫 LinkedIn Learning License for upskilling & development ****