Client Services Team Leader - Hybrid

Client Services Team Leader – Hybrid

Location: Hybrid - London, E1 8QS – One day in the office per week (Thursday)

Salary: Competitive, DOE + Benefits!

Contract Type: Permanent, full-time

What We Can Offer You: Hybrid Working, Performance-Related Bonus, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Membership, Cycle to Work Scheme and Access to Wellbeing Resources!

Why Do We Want You?

Are you an experienced Client Services / Customer Service professional with a passion for leading teams and delivering exceptional customer service?

We are looking for a proactive Client Services Team Leader to oversee the daily operations of our client services team.

You will play a pivotal role in supporting internal and external stakeholders, mentoring team members, and ensuring that our processes and procedures are adhered to, all while driving a culture of continual improvement.

If you thrive in a fast-paced environment, have excellent people management skills, and are committed to providing high-quality service, this is your opportunity to make a lasting impact.

We shortlist all applicants who meet our essential criteria and guarantee an interview for all disabled applicants meeting these criteria.

For reasonable adjustments or to be considered for our interview guarantee scheme, please use the contact details provided once you have clicked "Apply".

Job Purpose, Tasks and Responsibilities – Client Services Team Leader

As the Client Services Team Leader, you will be responsible for developing and maintaining the service levels that deliver an outstanding customer experience.

Reporting to the Head of Client Services, you will act as their deputy, while also overseeing the daily activities of the Client Services Co-ordinators.

You will ensure the team consistently exceeds customer expectations and fosters transparent communication across the board.

Your key responsibilities are spread between two main areas:

Course Administration:

• Assisting in the administration of our training events.


• Developing strong working relationships with clients, trainers, and internal teams.


• Liaising with clients to coordinate in-house training details and logistics.


• Ensuring trainers have all necessary documents and venue (or virtual platform) details.


• Overseeing virtual platform issues and troubleshooting as needed.


• Maintaining communication with accreditation bodies regarding company qualifications.


• Ordering and confirming delivery of course materials.

Team Supervision:

• Leading, supporting, and training team members to achieve key performance indicators (KPIs) and deliver excellent customer service.


• Monitoring team performance and identifying areas for improvement.


• Collaborating with the Head of Client Services to design and implement effective processes.


• Working with the Client Services Manager to propose team objectives.


• Assisting with recruitment and onboarding of new team members.


• Deputising for the Client Services Manager when required.

What’s the Best Thing About This Role?

You will have the chance to lead a dynamic and collaborative team, playing a key role in shaping the success of our client services function. The variety of tasks and the opportunity to mentor others will ensure no two days are the same!

What’s the Most Challenging Thing About This Role?

This role requires a strong leader who can maintain high levels of service under pressure. The successful candidate will need to adapt quickly and manage multiple priorities, ensuring that our clients receive the highest level of support.

What We’re Looking For

To be successful in this role, you must have:

• Previous experience in a customer-facing role, ideally with exposure to people from diverse backgrounds.


• Excellent communication and customer service skills.


• Leadership or supervisory experience.


• Strong planning, organisational, and problem-solving abilities.


• A proactive mindset and the ability to work both independently and within a team.


• High levels of accuracy and attention to detail.


• Confidence in using Microsoft Office applications and a CRM system.


• Technical knowledge and experience of operational systems, including virtual platforms like Teams/Zoom.

It would be great if you also have:

• Experience within an administrative function in a professional training organisation or Learning & Development department (not essential).

About us

For more than 25 years, Bond Solon, part of Wilmington plc, has supported clients with skills and knowledge to comply with the law and to achieve their purpose. We’re proud to be part of Wilmington PLC’s training and education division, so if you’re looking for variety, innovation and purpose, you’ll find them all and more here.

Find what you’re looking for

Our people sought out empowerment and opportunity. And they found both here. You’ll find what you’re looking for too. Our values help us achieve our goals – whether they’re personal, professional or those of our client. We believe in inclusivity and collaboration; we stay curious and ambitious and champion innovation. Here, colleagues are trusted partners who act with integrity. We are brave and passionate. Courageous and creative.

We are Wilmington PLC. Are you? Join us and achieve more within your career with mutual respect, support and fair rewards.