Vanguard
Client Services, Team Leader
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Client Services Team Leader
The Client Services Team Leader plays a critical role in leading, motivating, and developing a team of associates to deliver exceptional, compliant client outcomes for Vanguard’s UK Personal Investor (UKPI) business. Operating as both a leader and hands-on contributor, the Team Leader role models best-in-class service standards and supports continuous improvement across people, processes, and platforms.
Key Responsibilities
People Leadership & Team Development
- Lead, develop, and motivate a team of associates to deliver exceptional, compliant client outcomes aligned with business goals.
- Act as a player-manager when needed, role-modelling high standards of client service and operational excellence.
- Set clear expectations and foster a high-performance culture built on coaching, feedback, and continuous improvement.
- Support training, capability building, and in-role development, ensuring team members have the skills and knowledge required.
- Carry out regular 1:1s and coaching sessions with individual crew on your team.
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Client Outcomes & Service Delivery
- Ensure the delivery of consistent, excellent client service across all channels, with client outcomes at the center of every decision.
- Support the resolution of complex client concerns and guide the team in effective problem-solving and case handling.
- Uphold high standards of regulatory adherence, service levels, and operational processes.
Operational Excellence & Governance
- Ensure adherence to process, governance, compliance requirements, and service level targets.
- Contribute to productivity, efficiency, first-contact resolution, quality assurance, and other performance metrics (targets noted as TBC in source).
- Monitor team performance and support effective resource allocation.
Collaboration & Change Leadership
- Collaborate with internal teams to support new initiatives, share best practices, and ensure consistent service delivery.
- Navigate and lead the team through change, maintaining engagement and performance during evolving business needs.
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Required Experience & Qualifications
- Significant experience in client service roles.
- Proven supervisory or team leader experience (preferential).
- Proven experience conducting 1:1s, coaching, and running team meetings.
- Experience within financial services or asset management is advantageous.
- Experience with AI and broad platform knowledge advantageous.
- Relevant Level 4 industry qualification advantageous; customer service, supervisory, leadership, or training qualifications also beneficial.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
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