Client Support Manager

Our client is a long established, FCA regulated, financial planning firm with nearly 40 years of experience delivering bespoke financial advice to private clients. They provide expert, unbiased advice across pensions, investments, estate planning, inheritance tax and mortgages, drawing on a broad range of market leading solutions to meet their client’s needs.

Due to continued business growth, they are now seeking to recruit a hands-on "Client Support Manager"

As the Client Support Manager you will report to the Operations Director and play a pivotal role in mentoring and leading your team to fulfil their goals and deliver outstanding customer service. With proven experience in people management, you will set high performance standards and targets, working closely with your team to achieve them.

The Role

• The Client Support Team is fundamental to the success of the business, as the first point of contact for clients and providers alike. This involves provided administrative support of the highest standard and so that regulatory requirements are met, whilst looking to reduce business risk, increase efficiency and improve client outcomes.
• As Client Support Manager you will report to the Operations Director and play a pivotal role in mentoring and leading your team to fulfil their goals and deliver outstanding customer service.
• With proven experience in people management, you will set high performance standards and targets, working closely with your team to achieve them.
• Through regular coaching, training and feedback you will develop a confident and competent team.

Duties & Responsibilities

• Management of the team, conducting regular 121s and appraisals
• Developing progression through regular performance management feedback, training and coaching in line with overall company objectives
• Resolving team member queries, allocating workflow, monitoring fluctuations and ensuring client work is produced to the appropriate quality standards
• Involvement with new starters, including the interview and probation processes
• Creating efficiencies through monitoring and analysing capacity and capability
• Setting business standards within the team, including SLAs, accuracy tolerances, checking procedures, reporting by exception and training matrix logs
• Identifying, recommending and implementing processes and improvements for enhanced efficiency and client outcomes
• Holding regular team meetings to drive consistency, improve team building, share best practices, consider provider developments and provide business updates
• Liaising with other teams and team leaders to form a collaborative approach whilst managing client expectations and relationships
• To continually maintain and develop technical, product and industry knowledge in order to keep pace with developments and change, in order to be able to work effectively
• Supporting with process improvements and developments and business projects to drive the company forwards
• Supporting with suitability, cashflow and client portal in line with set processes, templates and house views
• Driving the team forwards as the central business resource
• Undertaking reasonable additional duties at the request of your Line Manager as may be required from time to time

Skills, Qualifications, Knowledge & Experience

• Experience in leading, developing and managing teams to achieve results in line with the overall business objectives
• Advanced data and IT skills, including data input, accuracy and navigation
• Ability to build relationships with clients and advisers and ensure an effective relationship is maintained
• Experience of working for a Financial Adviser, with specific industry and product knowledge

Desirable:

• Certificate in Financial Administration or equivalent
• Experience of Intelliflo Office
• General commercial and operational thinking as part of the business strategic development

Our client is looking to hire a high calibre, financial planning professional with a demonstrated track record in the industry.

In return, you’ll be joining a respected, renowned financial planning practice with an enviable reputation.

A generous salary, plus comprehensive benefits are available.

Please apply to us here at Recruit Wealth for an immediate response.