Client Services Team Leader

Added: 26 November 2021

Job Location

Hersham, Surrey


Private health care, annual performance-related bonus, 25 days annual leave, (plus your Birthday as leave) Life Insurance, pension scheme.


As Qualco operates within the Financial Services Industry any employment offer is subject not only to the usual legal checks (Right to Work and Proof of Address) but also a clear DBS, adverse financial Employee Credit Check, Employee Electoral Role check plus references from previous employers over the last 10 years (where available).

Summary of position

This is a full-time role, working as a member of our Client Services team. The team is part of a small but energetic and ambitious Technology company; working within the Collections & Recoveries sector of the Financial Services Industry. Our clients range from Utilities and Telecoms companies, Banks and Lending companies and our aim is to use our expertise to empower our clients with technology to improve their recoveries.

Where required and specified, Qualco manages queries on behalf of the Client(s).

The main purpose of the role is to manage and lead a team of Query Administrators.

Key responsibilities

The Client Services Team Leader will be required to:

  • Ensure the team respond to queries within a required time period and monitor query resolution.
  • Assist with the development of processes for service improvement.
  • Act as an escalation point for the team.
  • Support in training and development, motivate and assesses performance of team members.
  • Manage, mentor, and help less experienced team members.
  • Provide management information relating to the performance, productivity and efficiencies relating to the area.
  • Work in partnership with Project Manager/Head of Client Services to conduct Client Query reviews with other departments.
  • Able to communicate clearly and accurately in the written and spoken form from staff to director level.
  • Able to build strong relationships with Clients, understanding and being responsive to their needs.
  • Liaise cross departmentally to co-ordinate the successful delivery of Client requests.
  • Collate and review management reporting for external distribution ensuring accurate and timely delivery.

Required skills/experience

The ideal candidate will have:

  • Be computer literate and adept with Microsoft Office, especially Excel
  • Excellent attention to detail
  • Strong written and oral communication skills
  • Excellent interpersonal skills and experience of working in team
  • Ability to organise and prioritise work commitments
  • Willingness to learn
  • Strong planning and organisational skills with a keen eye for detail
  • A positive and amenable character in challenging situations
  • An excellent team player but also able to use initiative and work alone
  • Have a flexible approach to the changing demands of the role
  • Proficient in Excel and Outlook

The following knowledge would be beneficial:

  • Experience of SAP software
  • Knowledge of the Collections & Recoveries Industry
  • Some understanding of Data Protection legislation and Information Security business requirements