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About the Role
The Client Service Manager is a senior management role accountable for the Core pillar, focusing on understanding pillar performance, owning SLA and quality standards, leading incident resolution, and driving process improvement. This role also involves cross-pillar contributions and project work with leadership.
Responsibilities
- Directly line manage Senior Client Service Executives, setting expectations, conducting 1-1s, and providing coaching.
- Partner with leadership to shape team culture, drive engagement, and embed company values.
- Contribute to team rhythm by sharing knowledge, spotting development opportunities, and championing ideas.
- Contribute to hiring decisions and onboarding of new team members.
- Take full accountability for the performance, quality, processes, and outcomes of a defined pillar within Client Service.
- Drive continuous improvement within the pillar by identifying gaps, designing solutions, and implementing change.
- Act as the senior escalation point within the pillar for complex queries and client situations.
- Own SLA and quality standards within the pillar, monitoring performance, interrogating data, and holding the team accountable.
- Contribute proactively to team-wide strategy discussions, bringing insights from the pillar.
- Identify emerging risks, process failures, and opportunities, raising them with proposed solutions.
- Champion change and curiosity within the team, modeling and encouraging a forward-thinking mindset.
- Work closely with leadership to push team culture, knowledge sharing, and best practice.
- Build and maintain strong relationships with internal teams (Sales, Operations, Compliance) for a seamless client experience.
- Act as a visible, positive representative of the team internally and externally.
- Maintain a strong client service presence, acting as a senior escalation point for complex queries and complaints.
- Champion Consumer Duty and the fair treatment of investors, including vulnerable clients.
- Lead on incident management and complaints handling within the pillar, ensuring timely resolution and root cause analysis.
- Use data and insight to drive decisions, monitor pillar performance, and prioritize improvement activity.
- Oversee Salesforce data quality and team adherence to controls and procedures within the pillar.
- Take ownership of procedure documentation within the pillar, ensuring accuracy and active maintenance.
Requirements
- Experienced in a Client Service role within investment management, asset management, wealth, platforms, or a regulated financial services environment.
- Proven track record of line managing others and supporting their development.
- Strong experience of pillar or process ownership, with evidence of driving improvement and implementing change.
- Working knowledge of UK retail alternative investments (VCT, EIS, BR) or equivalent financial services products.
- Strong understanding of Consumer Duty and experience embedding fair outcomes practices.
- CISI Investment Operations Certificate (or equivalent qualification) already held.
- Exceptional communication skills - written, verbal and in presentation contexts.
- Confident user of Salesforce or equivalent CRM, with experience using data and reporting to drive performance.
- Experience working closely with sales, distribution or business development functions.
- Exposure to FCA reporting or regulatory change initiatives.
- Experience contributing to team or organisational culture initiatives.
Skills
- Client Service
- Line Management
- Process Improvement
- Salesforce CRM
- Data Analysis
- Communication
- Consumer Duty
- Incident Management
- Complaints Handling
Location
- Hybrid/Flexible Working
Work Type
- Hybrid
- Flexible Working
Experience Level
- Senior Management
- Experienced
Education Level
- CISI Investment Operations Certificate (or equivalent)
Benefits
- Contributory pension
- Hybrid/flexible working
- Ongoing learning and development opportunities
About the Company
- Since 2004, Triple Point has been bringing investment ideas to life, connecting capital with people and opportunities.
- Manages over £2.5 billion across Private Credit, Social Housing, Clean Heat, Energy, and Venture investment strategies.
- Offers investments to both private (retail) and institutional clients.
- Has 230+ employees committed to improving the world.
- Certified B Corp, signed up to the Principles for Responsible Investment.
- Named a Sunday Times 'Best Place to Work 2025 & 2026'.
Equal Opportunity
- Triple Point is dedicated to providing fair and equal opportunities for all individuals.
- Discrimination of any kind based on age, disability, gender, sexual orientation, pregnancy, race, ethnicity, religion, gender identity, or marital status is not tolerated.
- Aims to create a welcoming and diverse work environment where people from all walks of life feel valued and supported.
- Actively encourages individuals from various backgrounds to apply for job vacancies.