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: 

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission. We are employee-owned and proud recipients of the King’s Award for Enterprise, recognised for innovation, growth, and performance excellence.

This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.

Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions.

For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.

Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?

 

 

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