Client Services Team Leader

Role: Client Services Team Leader

Location: Old Trafford M16 OPQ

Hours: 1pm 10pm Monday Thursday 1pm 6pm on Friday

Package: 37000 base (54200 OTE)

As a Client Services Team Leader within the New Client Activation team youll play a key role in delivering a high-quality client experience while supporting the performance and development of your team. Reporting into the Client Services Manager youll lead by example on the floor driving standards supporting day-to-day operations and coaching individuals to achieve and exceed their performance objectives.

Youll be a visible trusted leader who brings clarity energy and accountability helping to create a positive high-performing environment where people feel supported to grow and succeed.

Key Responsibilities:

• Leading from the front with a hands-on role-model approach supporting the Client Services Manager in the day-to-day delivery of team and operational objectives
• Setting clear expectations reinforcing KPIs and quality standards and monitoring individual and team performance to address issues early and constructively
• Coaching and developing team members through regular feedback call listening performance conversations and support with PDRs and development plans
• Ensuring a high-quality client experience by maintaining standards across welcome calls record-keeping objection handling and the effective management of complaints and escalations
• Collaborating with peers and stakeholders to share insight contribute improvement ideas and support a culture of accountability teamwork and continuous improvement

Experience Required:

• Experience in a client services or customer success environment within a fast-paced target-driven setting
• Proven experience coaching mentoring or supporting peers to improve performance and quality
• Strong understanding of KPIs quality standards and delivering a consistently high client experience
• Hands-on experience providing feedback through call listening side-by-side coaching and performance conversations
• Confidence leading by example positively influencing behaviours standards and team culture on the floor

About PHMG:

Established in 1998 PHMG has grown from a renowned Manchester-based business to the worlds leading audio branding agency working with 36000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung Audi and Adidas as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy world-class voice artistry and an exclusive Brand-Sound-Track strengthening their business identity in the most memorable emotive way.

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