Client Service Team Manager - Pensions & Investments
Location : Birmingham
Salary: Up to £42,500
NJR Recruitment are working in Partnership with a National Firm of Independent Financial Planners who are now looking for a Client Services Team Leader to join their large Birmingham office. The main focus of this position is to lead and develop a team of Client Service Executives across a specified office or group of the Company's offices. Reporting into the Relationship Manager, the role holder will support in the delivery of a telephone and digital based client service team, providing outstanding client experiences and working closely with our Financial Advisers to ensure continued delivery of the ongoing service proposition.
Key Responsibilities
- Assume line management responsibility for a team of Client Service Executives.
- Accountable for the day to day work flow management of the Client Service Executives for which the role assumes responsibility.
- Ensure the delivery of a first class client service experience, considering best practice and continuous improvement in terms of service delivery by your team.
- Identify training and development needs and implement appropriate solutions and/or performance management.
- Measure and develop team goals and objectives and deliver against team based targets.
- Oversee the quality checking of work across the CSE team for which the role assumes responsibility.
- Provide expertise and act as a point of referral for complex client queries associated with allocating an adviser.
- Identify areas for process and system improvement and work with the Connect Team Relationship Manager to effectively explore and implement new digital/telephone system solutions.
- Accountable for the successful integration of new digital/telephone leads into the business.
- Prepare and deliver value adding MI as required by the Connect Team Relationship Manager.
- Work with our Marketing and Commercial team to implement an effective digital led integration journey for newly acquired clients into the business following acquisitions.
- Ensure Ascot Lloyd processes are maintained and documented and where new systems are introduced, the relevant processes are updated or created.
- During any new system or process change, you are responsible for checking the consistency of roll out and delivery by your team.
- Responsible for any other relevant tasks as appropriate.
To apply for the role candidates should offer;
- Demonstrable, extensive experience in a telephone/digital based client service environment, including in a supervisory or managerial capacity.
- Experience of supporting and developing junior team members.
- Confident driving through system and procedure changes.
- Experience in a sales based target driven environment.
- Excellent interpersonal skills.
- Ability to effectively prioritise workload.
- Excellent communication skills, both written and verbal.
- Proactive and organised.
Individual Conduct Rules
- You must act with integrity
- You must act with due care, skill and diligence
- You must be open and co-operative with the FCA, PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct
- You must act to deliver good outcomes for clients