Client Services Manager

Client Services Manager
Department: Client Services
Employment Type: Permanent
Location: Remote
Reporting To: Jonny Stewart
Compensation: £30,000 - £50,000 / year

Description
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.

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

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.