Client Care Manager

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 and 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 and 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 and 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 ..... full job details .....