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.

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-modeling 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 121’s and coaching sessions with individual crew on your team.

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.

Required Experience & Qualifications

• Significant experience in client service roles.
• Proven supervisory or team leader experience (preferential).
• Proven experience conducting 121’s, 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.