About the role
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 offeredeg 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