Senior Client Services Executive

Salisbury, England, United Kingdom

12/13/2024

About Us

At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About The Role About The Role

The customer experience team acts as a dedicated point of contact for Financial Advisers and Clients using the Wealthtime platform and are also the primary contact for the Wealthtme Classic National Sales Manager dealing with a wide range of enquiries. The aim of the team is to provide service excellence through the mediums of telephone, secure message, and other written correspondence.

Developing and maintaining deep and meaningful adviser relationships is at the heart of this role with the aim to build trust and a proactive exchange of information with our commercial partners that will be assigned as your key relationships as part of your role.

Workload

Key Responsibilities:

• To support the Team Leader in achieving the Client Services Team's Objectives
• To support the Team Leader in allocating and monitoring the day-to-day workload, motivating the team to ensure that they achieve the departments objectives by supporting both advisers and end clients whilst meeting and adhering to our vulnerable customer policy
• Ensure the work needed to be processed by the team is carried out to the highest standards and within the specified SLA's.
• Regularly review and look to develop processes within the department to maximise operational efficiencies and ensure processes remain fit for purpose.
• Complete necessary Ml reports to support the effective management of the CSE team, highlighting areas for improvement and development
• To support the Team Leader in identifying and resolving operational risks, regulatory processes and functions in line with Company Audit and Compliance directives.
  
  

Service Delivery:

• To consider and support customer's needs, both internally and externally, and adhere to the Consumer Duty and Vulnerable Customer principles continually, improving our position in the marketplace.
• Work with the CSE Management Team and other peers across the business to challenge and develop a market-leading service delivery operation
• Be the first point of contact within the escalation process for the Team, our Customers and Sales Department, investigating and resolving any complaints, breaches and escalated queries. Including ensuring a culture of root cause analysis, preventative actions, and maximising prompt resolution
• Performing monthly quality monitoring (phone and email) for the whole team, ensuring excellent customer service is at the heart of everything we do, and procedures are followed by all team members in line with FCA guidelines. Feedback to be provided to the Team Leader and to the individuals to support CSE team development.
  
  

Team Support:

• Provide day-to-day support and direction to all members of the CSE team with all day-to-day and technical queries, which will require you to have a good working knowledge of all processes and a level of technical knowledge which must be proactively maintained.
• To develop, maintain and deliver the department training plan & guides for all new and existing team members, ensuring every member of the team is fully competent and compliant with procedures relating to risk, confidentiality and data security.
• Assist in the selection and recruitment of staff for the team as and when required.
• Ability to assist with BAU work when the team are short staffed, or work volumes are particularly high.
  
  

Communication:

• Take an active role in team & business project meetings, ensuring the CSE team are trained & kept updated & and feedback key updates from leadership meetings
• Assist with testing of new systems and functionality, feeding back to IT from a CSE perspective, and ensuring the CSE Team are trained and ready for change.
• You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.
  
  

About You

Skills, Qualifications And Experience

• First-hand experience or providing support within a customer service-based environment, with a passion for delivering excellent service.
• Sound Financial Services and customer services experience.
• A proactive and self-motivated mindset.
• Attention to detail.
• Ability to manage time effectively and ability to prioritise tasks effectively.
• Strong customer focus with ability to influence team behaviours.
• Excellent interpersonal and communication skills and ability to coach others in development of these.
• Ability to demonstrate resilience, prioritise work and direct others to ensure work is completed within agreed SLA's.
• Ability to work well under pressure, and to very tight deadlines.
• A proactive and innovative approach to problem solving, including persuasion and influencing skills.
• Experience of using Microsoft Office including Word, Excel and PowerPoint.
• Good understanding of Consumer Duty and Vulnerable Customer regulations
• Previous experience within a senior/leadership position
• Previous experience of call and/or written monitoring undertaken
• Previous experience of quality monitoring both calls and emails.
• Previous experience within a training role
• Wrap platform knowledge and/or experience.
• SIPP, Drawdown, GIA, ISA and/or Offshore Bond knowledge.
• Financial Services qualifications
• Knowledge of CASS rules and COBs rules.
  
  

Rewards & Benefits:

Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.

Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth: We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security: Prepare for your future with our Group contributory pension scheme.

Travel with Ease: We offer interest-free season ticket loans to help with travel costs.

Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.