Client Services Manager

At Wealth Wizards our vision is a future where everybody in society has access to financial advice and guidance. Our Software as a Service (SaaS) platform provides engaging digital experiences for consumers and powerful tools for financial advisers.

We welcome individuals from all walks of life and strive to build a culture where all voices are heard, differences are embraced, and everyone has equal access to opportunities. We encourage applications from individuals of all races, ethnicities, genders, sexual orientations, ages, abilities, and backgrounds.
If you require any reasonable adjustments to be made during the application or interview process, please let us know, and we will be happy to help.

Job PurposeThe Client Services Manager is responsible for leading and managing the customer service function within a regulated independent Financial Advisor firm. This role focuses on enhancing client satisfaction, ensuring compliance with regulatory standards and optimising service processes to deliver a seamless client experience.

Key Responsibilities

Operational Efficiency

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

Compliance & Regulatory Oversight

• 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

Reporting & Analysis

• 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

Collaboration

• 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

Team Leadership & Development

• 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.

Client Service & Relationship Management

• 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

Skills & Attributes

• 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

Experience

• 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

Please note: Candidates must be currently located in the UK and possess full rights to work in the UK. Unfortunately, we are unable to provide sponsorship or consider applications from individuals outside of the UK for this role.

Originally posted on Himalayas