Client Services Team Leader

Role: Client Services Team Leader

Location: Old Trafford, M16 OPQ

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

Package: £37,000 base (£54,200 OTE)                                                                                                                          

As a Client Services Team Leader within the New Client Activation team, you’ll 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, you’ll lead by example on the floor, driving standards, supporting day-to-day operations, and coaching individuals to achieve and exceed their performance objectives.

You’ll 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 world’s leading audio branding agency – working with 36,000 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.

#LI-ET1