Rathbones
Client Service Lead - New Client Team, Wealth Client Care
Liverpool
Posted about 14 hours ago
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Job Title: Client Service Lead - New Client Team
Department: Wealth Management Propositions & Client Care
Location: Liverpool
Contract Type: Permanent
Purpose:
We are looking for a Client Service Lead (CSL) to lead our New Client Team, ensuring prospective clients receive a professional, responsive and client-focused experience from their very first interaction with Rathbones.
- You will lead, coach and develop a team responsible for managing new client enquiries, qualification activity and lead progression.
- Drive high standards of service, operational excellence and continuous improvement.
- Work closely with stakeholders across Wealth Client Care, Investment Management, Marketing, Operations and Digital teams.
- Play a key role in improving client outcomes, enhancing team performance and supporting business growth objectives.
Outcomes for the Role:
- Optimise the team’s approach to prospective new client engagement, ensuring timely, effective and professional contact through both telephony and digital channels.
- Improve contact rates and speed of engagement by monitoring performance, identifying barriers and implementing practical improvements to ways of working.
- Ensure qualification conversations are clear, consistent and focused on capturing the right information to support appropriate progression through the new client journey.
- Drive progression of prospective clients by supporting the team to manage follow-up activity, next steps and handovers efficiently and accurately.
- Enhance the prospective client experience by embedding service standards that create a welcoming, informed and confident first impression of the group.
- Use reporting and performance insight to identify trends, track outcomes and inform decisions that improve team effectiveness and operational performance.
- Build strong relationships with internal stakeholder groups to ensure visibility of activity, alignment of expectations and continuous improvement across the new client journey.
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Skills and Knowledge:
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- Proven people management experience, ideally within financial services or another regulated, client-focused environment.
- Experience leading day-to-day team activity, managing workloads, setting priorities and maintaining service standards.
- Strong performance management skills, including the ability to review outcomes, address underperformance and support continuous improvement.
- Confident coaching capability, with the ability to develop individuals, improve capability and support consistent delivery.
- Working knowledge of CRM systems and an understanding of how client data, activity tracking and pipeline progression support effective operational management.
- Confidence in producing, interpreting and presenting reporting to support decision-making and stakeholder updates.
- Excellent stakeholder management skills, with the ability to build trusted relationships across internal teams and influence positive outcomes.
- Strong communication skills, with the ability to engage clearly and professionally with colleagues, stakeholders and prospective clients.
- Organised and process-focused, with the ability to identify improvements, embed consistent ways of working and maintain operational control.
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Skills
People Management
Team Leadership
Performance Management
Coaching
CRM Systems
Data Analysis
Stakeholder Management
Communication
Organizational Skills
Process Improvement
Client Engagement
Operational Excellence
Service Standards
Client Experience
Relationship Building
Continuous Improvement