Client Services Manager
WFA Digital Insight
The demand for skilled client services managers has increased significantly, with a 25% growth in job postings over the last year. As companies prioritize customer satisfaction and regulatory compliance, professionals with expertise in Adjust and Excel are in high demand. name stands out for its commitment to a culture of inclusivity and diversity, making it an attractive option for candidates seeking a values-driven work environment. Before applying, candidates should be aware of the importance of staying up-to-date with industry regulations and best practices in customer service.
Job Description
About the Role
The Client Services Manager plays a pivotal role in leading and managing the customer service function within a regulated independent Financial Advisor firm. This role is focused on enhancing client satisfaction, ensuring compliance with regulatory standards, and optimizing service processes to deliver a seamless client experience. As a key member of the team, the Client Services Manager will work closely with the Personal Advice Team to ensure a cohesive approach to client service. The role entails designing and implementing workflow processes, identifying and implementing process improvements, and managing SLAs across the team.The Client Services Manager will be responsible for ensuring all customer service practices align with industry regulations and internal policies. This includes regularly reviewing and updating compliance protocols related to customer interactions. The role also involves preparing and presenting regular reports to Senior Management on all aspects of the services offered, including weekly pipeline reporting, monthly funds under advice, and monthly board pack.
The ideal candidate will have a strong background in customer service, preferably in the regulated financial advice sector. They will be expected to build and maintain strong relationships with clients, act as a primary point of contact for escalated customer issues, and support customer engagement activity.
What You Will Do
- Design and implement workflow 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
- Prepare and present regular reports to Senior Management on all aspects of the services offered
- Collaborate with the Personal Advice Team to ensure a cohesive approach to client service
- Facilitate 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
What We Are Looking For
- Demonstrated core values of name, including a commitment to diversity and inclusion
- Exceptional attention to detail and accuracy
- Strong administrative skills
- Excellent organization and time management skills
- Ability 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, including Word, Excel, and PowerPoint
- 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 the use of Intelligent Office
Nice to Have
- Experience with Adjust
- Certification in a related field, such as financial planning or customer service
- Knowledge of regulatory requirements and industry standards
Benefits and Perks
- Flexible working arrangements to prioritize a sustainable work-life balance
- Collaborative learning culture that promotes psychological safety
- 25 days annual leave plus every bank holiday
- Company pension with up to 10% employer contribution
- Company performance-based bonus scheme
- Paid day off to celebrate your birthday
- Additional holiday purchase of up to 5 days per year
- Additional holidays for length of service of 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 program
- Life assurance of 4x basic salary
- £500 pension advice per year
- 6 paid days per year for professional development
How to Stand Out
- To stand out, highlight specific examples of process improvements you have implemented in previous roles, and how they positively impacted customer satisfaction.
- Familiarize yourself with the company's core values and be prepared to provide examples of how you have demonstrated these values in your previous experience.
- Make sure you have a strong understanding of the regulatory requirements and industry standards relevant to the financial services sector.
- Practice your presentation skills, as you will be required to present reports to Senior Management.
- Be prepared to discuss your experience with IT systems, including Intelligent Office, and how you have used them to improve customer service.
- Consider obtaining certification in a related field, such as financial planning or customer service, to demonstrate your expertise and commitment to the role.
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