SF Partners are supporting our high growth client in recruiting a Client Services Manager to lead their growing Client Services team. It's a pivotal role: you'll own client communication, transaction progression, team performance and service standards, reporting to the Sales & Operations Director. You'll inherit a team of four and build from there. This is hands-on - you'll lead the team and be on the calls and emails yourself, especially when a transaction gets complicated or the news is hard. You'll come from property, estate agency, auctions, conveyancing, financial services or customer success - somewhere client-facing, fast-moving and detail-heavy. What you'll own Client experience & relationships - Lead the Client Services function and hold the line on service standards. - Handle a high volume of client calls and emails directly - and set the standard for how the team handles theirs. - Be the escalation point for complex enquiries and complaints, and resolve them, don't just route them. - Build real relationships with buyers, sellers, landlords, investors and partners. - Track client satisfaction and act on what it tells you. - Set service standards that put the client first, and make sure the team lives by them. Team leadership & development - Manage, mentor and develop a team of four Client Services Executives, and grow it as the business scales. - Run regular reviews, coaching and training. - Set clear objectives, KPIs and development plans for each person. - Build a team that's calm under pressure and genuinely good with people. Transaction progression - Oversee the full journey: draft listing instruction exchange completion. - Coordinate sales, conveyancers, auction partners and clients so nothing stalls. - Keep clients informed at every stage - bad news fast, never silence. Process, compliance & systems - Review and improve client services processes so they're faster and clearer. - Keep records, documentation and client comms accurate and to standard. - Work with compliance to meet regulatory requirements. - Get the most out of our CRM - we run on Salesforce - and help optimise how the team uses it. Operational & commercial - Report regularly on satisfaction, team performance, transaction progress and service levels. - Spot opportunities to improve retention and generate referrals. - Work across sales, compliance, marketing and operations to keep the experience consistent. - Support growth and operational improvement initiatives. What we're looking for - Proven experience leading a client services, client care or customer success team - this is a must, not a nice-to-have. - A track record in property, auctions, conveyancing, financial services or a similar regulated, client-facing field. - High energy and genuine enthusiasm - the kind of person clients are glad picked up the phone, and the team feeds off. - Comfortable carrying a high volume of calls and emails without dropping the detail. - Someone who runs towards a difficult conversation, not away from it. - Strong people-management instincts - you coach, you don't just manage. - Confident with CRM systems - Salesforce experience is a real plus. - Organised under pressure, with the judgement to know what to escalate and when. - Clear communicator. Plain English, no waffle, on the phone and on the page.
