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 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‑modelling 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.