Manager - Client Relations

Job description

Company Description Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what’s next. Our success hinges on our people and that’s our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We’re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals. Job Description What will you be doing? We're seeking a talented individual to join our Operations team in Liverpool. You will be responsible for leading and motivating the Client Relations Executive team. You will manage and coach the service and performance delivery of this telephony led team, supporting our Bestinvest client base. As Manager - Client Relations, your responsibilities will include among others: Monitor, evaluate and develop performance of the team measured against a distinct and clear set of KPIs Deliver service excellence through voice and online communication functions, monitor and report on the regulatory requirements of the team primarily through call listening and file review Aid and assist client retention, contributing to the wider client experience strategy Drive client advocacy of Bestinvest as a brand Identifying training needs and executing individual plan Escalation point for complaints & expressions of dissatisfaction Qualifications To be successful in this role, you should: Recent experience in a team management role Previous experience working within a targeted environment Understanding of coaching models and how to drive individual performance whilst embedding positive morale and culture Passion for coaching and service delivery Outstanding ability to think creatively, identify and resolve problems Data driven with excellent attention to detail and the ability to effectively multi-task in a deadline driven atmosphere Desired: Previous experience supporting a telephony-based sales team is desirable but not essential Attained or working towards CISI IOC qualification Additional Information As a colleague here at Evelyn Partners you will have access to benefits that include: Competitive salary Private medical insurance Life assurance Pension contribution Hybrid working model (role dependant) Generous holiday package Option to purchase additional holiday Shared parental leave We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At Evelyn Partners we have a wide range of highly active employee resource groups and we're delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workspace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment. We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.