Client Service Lead New Client Team, Wealth Client Care

At Rathbones we help people invest their money well so they can live well. That means more than financial returns its about helping people feel confident in their decisions and supported in their future. We dont just manage money we guide people through lifes big moments helping them stay on track and focus on what matters most.

Were proud to be one of the UKs leading wealth managers with over 109bn* in assets under management and 20 offices across the UK and Channel Islands. Were a FTSE 250 company with national reach and a local feel and were growing.
*As of June 2025

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 while driving high standards of service operational excellence and continuous improvement.

Working closely with stakeholders across Wealth Client Care Investment Management Marketing Operations and Digital teams you will play a key role in improving client outcomes enhancing team performance and supporting business growth objectives.

Outcomes for the role:

• Optimise the teams 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.

Skills and knowledge:

• 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.

Our offer to you

We want everyone at Rathbones to fulfil their potential in an environment where you are proud to work and feel like you belong.

We offer a comprehensive remuneration package which we review regularly and benefits include:

• A company pension - 9% non-contributory or 10% if you contribute 5%
• Private medical insurance Individual on joining family after 1 years service
• Life assurance - 8 x salary
• Income protection 75 % salary
• Company share scheme
• Discretionary bonus
• Flexible holidays purchase up to 5 additional days
• Green Car Scheme
• Family friendly policies enhanced family leave for parents & carers
• Study support study days and funding for courses and qualifications
• Season travel ticket loans
• Volunteering days
• Gym discounts
• Other voluntary benefits you can choose to suit you

Our employees can choose to take part in various social groups and communities to support their wellbeing growth development and sense of include:

• Sports & Social Committees such as cricket football netball running yoga quiz nights charity bake sales and much more.
• Inclusion Networks that help us drive change within the organisation such as Gender Balance Multicultural Abilities Count Pride Social Mobility Generations Menopause and Armed Forces.
• The NextGen IM Network which brings together a community of trainees from across the UK who are all at the early stages of their careers and offers development opportunities exposure across the business as well as peer support and connection.

Life at Rathbones

We aim to become an employer of choice for the wealth management sector to achieve this we are working hard to build a diverse equal and inclusive workplace that motivates develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones we provide meaningful work opportunities and a voice to all.

We are committed to building a team that is made up of diverse skills experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values.

Were a Disability Confident Employer (level 2) under the UK Government scheme. This means weve signed up to a set of commitments around how we recruit retain and develop people with disabilities. Find out more about the Government Scheme online click here. If you require adjustments to apply for a role at Rathbones please contact us via to let us know what adjustments you may need.

Mission

We believe in playing the long game. That means building consistent results earning trust and doing the right thing for our clients our colleagues and the communities were part of.

Our values shape how we work:
- We aim high
- We get it done
- We show we care
- We do the right thing

These arent just words on a wall. They guide how we treat each other how we make decisions and how we build relationships that last.

We will close this advert once we have received enough applications for the next stage. Please submit your application as soon as possible to ensure you dont miss out.