Client Services Manager

Key Responsibilities

• Design and implement work flow processes within Intelligent Office
• Identify and implement process improvements
• Manage SLAs across the team

• Ensure all customer service practices align with industry regulations and internal policies
• Regularly review and update compliance protocols related to customer interactions
• Operational Efficiencies
• Identify and implement process improvements to enhance service delivery and client satisfaction
• Develop and monitor service level agreements to ensure team performance meets the company standards

• Prepare and present regular report to Senior Management on all aspects of the services offered
  • eg weekly pipeline reporting
  • eg monthly funds under advice
  • eg monthly board pack

• Work closely with the whole of the Personal Advice Team to ensure a cohesive approach to client service
• Faciliate communication to address customer needs effectively

• Lead, mentor and develop the client service team, fostering a culture of high performance and continuous improvement
• Conduct regular training sessions relevant to the business needs.

• Build and maintain strong relationships with clients to ensure their needs are met and exceeded
• Act as a primary point of contact for escalated customer issues, ensuring timely and effective resolution
• Support customer engagement activity and ensure customers are actively supported throughout their journey.

Skills, Knowledge & Expertise

• Demonstrate Wealth Wizards core values (PEARH)
• Exceptional attention to detail and accuracy
• Strong administrative skills
• Excellent organisation/time management skills
• Able to communicate and/or present credibly and effectively at all levels
• Capable of managing change
• Ability to learn new IT systems as required

• Competence in IT (Word, Excel, PowerPoint etc)
• Understanding of Financial Services – preferably in the regulated financial advice sector
• Experience in a customer service environment, preferably in an internet based business
• Evidence of business administration and/or customer service activities undertaken
• Proficient in use of Intelligent Office 

Job Benefits

• Flexible working
• We prioritise a sustainable work/life balance
• We have a collaborative learning culture that promotes psychological safety
• 25 days annual leave plus every bank holiday
• Company pension (up to 10% employer contribution)
• Company performance based Bonus scheme
• Paid day off to celebrate your birthday
• Additional holiday purchase (up to 5 days per year)
• Additional holidays for length of service (up to 3 days)
• Private medical insurance
• Dental and health cash plans
• Enhanced parental leave and pay
• Discounts on gym membership and health screening
• Employee assistance programme
• Life assurance of 4x basic salary
• £500 pension advice per year
• 6 paid days per year for self development
• £500 individual training budget per year
• Professional memberships funded
• Salary sacrifice car scheme
• Cycle, Home & Tech scheme