Client Service Lead - Charities

At Rathbones, we help people invest their money well, so they can live well. That means more than financial returns – it’s about helping people feel confident in their decisions and supported in their future. We don’t just manage money, we guide people through life’s big moments, helping them stay on track and focus on what matters most.

We’re proud to be one of the UK’s leading wealth managers, with over £109bn* in assets under management and 20+ offices across the UK and Channel Islands. We’re a FTSE 250 company with national reach and a local feel – and we’re growing.
*As of June 2025

Role Title: Client Service Lead - Charities

Division: Wealth COO

Location: London

Contract: 12 month FTC

Reporting to: Client Service Manager

Division: Charities 

About the Role

In addition to carrying out CSE responsibilities, you will lead and manage the operational effectiveness of support staff across teams/desks, acting as a key liaison between Front Office and Operations. This role ensures consistent application of group-wide processes, drives process improvements, and supports capability development across the team

What you’ll be responsible for

• Line management , development and recruitment of support staff within designated teams/desks.​
• Performance management of teams with specific KPIs​
• Act as the primary escalation point between Front Office and Operations.​
• Ensure group-wide processes are understood, followed, and embedded across teams.​
• Lead and implement process changes to improve operational efficiency.​
• Own and deliver structured training plans for new joiners.​
• Support ongoing capability building and professional development of team members.​
• Co-own and manage core client lifecycle processes in collaboration with Operations Managers.​
• Maintain hands-on involvement with desk operations as appropriate to span and remit.

About you

If you meet some of these criteria and are excited about the role, we encourage you to apply

• Proven track record in managing support staff within a fast-paced operational or financial services environment.​
• Demonstrated experience in leading process improvement initiatives and embedding operational change.​
• Hands-on involvement in client lifecycle processes and desk-level operations.​
• Strong background in managing escalations and resolving cross-functional issues
• Leadership & People Management: Strong ability to lead, coach, and develop teams.​
• Stakeholder Management: Skilled in managing relationships across Front Office and Operations.​
• Process Improvement: Experience in identifying inefficiencies and implementing change.​
• Training & Development: Ability to design and deliver impactful training programs.​
• Operational Knowledge: Deep understanding of desk-level operations and client lifecycle processes.​
• Communication: Clear, confident communicator with strong influencing skills.​
• Problem Solving: Proactive in resolving issues and managing escalations​
• Technology & Tools: Proficiency in relevant systems used for client onboarding, workflow management, and team collaboration.

Our offer to you

We want everyone at Rathbones to fulfil their potential, in an environment where you are proud to work and feel like you belong.

We offer a comprehensive remuneration package, which we review regularly, and benefits include:

• A company pension - 9% non-contributory or 10% if you contribute 5%
• Private medical insurance – Individual on joining, family after 1 year’s service
• Life assurance  - 8 x salary
• Income protection – 75 % salary
• Company share scheme
• Discretionary bonus
• Flexible holidays – purchase up to 5 additional days
• Green Car Scheme
• Family friendly policies – enhanced family leave for parents & carers
• Study support – study days and funding for courses and qualifications
• Season travel ticket loans
• Volunteering days
• Gym discounts
• Other voluntary benefits you can choose to suit you 

Our employees can choose to take part in various social groups and communities to support their wellbeing, growth, development and sense of community. These include:

• Sports & Social Committees, such as cricket, football, netball, running, yoga, quiz nights, charity bake sales and much more.
• Inclusion Networks that help us drive change within the organisation such as Gender Balance, Multicultural, Abilities Count, Pride, Social Mobility, Generations, Take a moment to pause (Menopause) and Armed Forces. 
• The NextGen IM Network, which brings together a community of trainees from across the UK, who are all at the early stages of their careers and offers development opportunities, exposure across the business as well as peer support and connection.

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values.

We’re a Level 2 Disability Confident Employer under the UK Government scheme. This means we’ve signed up to a set of commitments around how we recruit, retain and develop people with disabilities. Find out more about the Government Scheme online.

If you feel there are any reasonable adjustments that would make the process easier for you and help you to perform at your best whether that is due to disability, neurodiversity or other protected characteristic, just let us know by emailing us at recruit@rathbones.com

Mission

We believe in playing the long game. That means building consistent results, earning trust and doing the right thing — for our clients, our colleagues and the communities we’re part of.

Our values shape how we work:
- We aim high
- We get it done
- We show we care
- We do the right thing

These aren’t just words on a wall. They guide how we treat each other, how we make decisions and how we build relationships that last.

We will close this advert once we have received enough applications for the next stage. Please submit your application as soon as possible to ensure you don’t miss out.