The Role
Lead and manage the client service function for a regulated financial advice firm: design workflows, enforce SLAs and compliance, produce management reporting, mentor the team, and act as escalation point to ensure excellent client experience.
Summary Generated by Built In
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.
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 Purpose
The 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 offered
- eg 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
- Previous people management 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.
About
Founded in 2009, Wealth Wizards are automating financial advice for the digital age. Our founding purpose is to make financial advice affordable and accessible to everyone, and this mission and ethos still drives the business forward and is at the heart of all we do.Our Software as a Service (SaaS) platform provides engaging digital experiences for consumers and powerful tools for financial advisers.Today, we are one of the UK’s leading financial advice technology providers with a growing B2B customer base including wealth management, Tier-1 banks, pension providers and large insurers in the UK.Since March 2021 we have been owned by Royal London and we now have a key role to play in advancing their digital strategies.
Skills Required
- Proficient in use of Intelligent Office
- Competence in IT including Microsoft Word, Excel, PowerPoint
- Understanding of Financial Services, preferably regulated financial advice sector
- Experience in a customer service environment, preferably internet-based business
- Evidence of business administration and/or customer service activities undertaken
- Exceptional attention to detail and accuracy
- Strong administrative, organisation and time-management skills
- Ability to communicate and present credibly and effectively at all levels
- Capability to manage change and implement process improvements
- Ability to learn new IT systems as required
- Demonstrate Wealth Wizards core values (PEARH)
- Currently located in the UK with full right to work (no sponsorship available)
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Wealth Wizards is a UK-based financial advice technology company founded in 2009. It offers regulated financial planning and guidance through its SaaS platform, aiming to make financial advice affordable and accessible.
