Client Services Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design and establish workflow processes within Intelligent Office.

• Identify and implement enhancements to existing processes.

• Oversee SLAs across the team.

• Ensure that all customer service practices comply with industry regulations and internal policies.

• Regularly review and update compliance protocols pertaining to customer interactions.

• Develop and monitor service level agreements to guarantee team performance meets company standards.

• Prepare and deliver regular reports to Senior Management on all facets of the services provided.

• Collaborate with the entire Personal Advice Team to ensure a unified approach to client service.

• Facilitate effective communication to address customer needs.

• Lead, mentor, and develop the client service team, promoting a culture of high performance and continuous improvement.

• Conduct regular training sessions aligned with business needs.

• Build and maintain strong relationships with clients to ensure their needs are met and exceeded.

• Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolutions.

• Support customer engagement initiatives and ensure customers receive active support throughout their journey.

⛳️ Requirements

• Exhibit the core values of Wealth Wizards (PEARH).

• Exceptional attention to detail and precision.

• Strong administrative capabilities.

• Excellent organizational and time management skills.

• Ability to communicate and/or present credibly and effectively at all levels.

• Competent in managing change.

• Capacity to learn new IT systems as necessary.

• Proficient in IT applications (Word, Excel, PowerPoint, etc.).

• Understanding of Financial Services, preferably within the regulated financial advice sector.

• Experience in a customer service role, ideally in an internet-based business.

• Demonstrated experience in business administration and/or customer service activities.

• Proficient in the use of Intelligent Office.

🏝️ Benefits

• Flexible working arrangements.

• We prioritize a sustainable work/life balance.

• We foster a collaborative learning culture that promotes psychological safety.

• 25 days of annual leave in addition to all bank holidays.

• Company pension with up to 10% employer contribution.

• Performance-based bonus scheme.

• Paid day off to celebrate your birthday.

• Opportunity to purchase additional holiday (up to 5 days per year).

• Additional holidays based on length of service (up to 3 days).

• Private medical insurance.

• Dental and health cash plans.

• Enhanced parental leave and pay.

• Discounts on gym memberships and health screenings.

• Employee assistance program.

• Life assurance at 4x basic salary.

• £500 pension advice per year.

• 6 paid days per year for self-development.

• £500 individual training budget annually.

• Funding for professional memberships.

• Salary sacrifice car scheme.

• Cycle, Home & Tech scheme.