CSE Team Manager We are recruiting a CSE Team Manager.

4 weeks ago

Birmingham, United Kingdom Capital Professional Limited Full time

The main focus of this position is to lead and develop a team of Client Service Executives across a specified office or group of the Company’s offices. Reporting into the Connect Team Relationship Manager, the role holder will support in the delivery of a telephone and digital based client service team, providing outstanding client experiences and working closely with our Connect financial advisers to ensure continued delivery of our ongoing service proposition.

Key Responsibilities
  • Assume line management responsibility for a team of Client Service Executives.
  • Accountable for the day to day work flow management of the Client Service Executives for which the role assumes responsibility.
  • Ensure the delivery of a first class client service experience, considering best practice and continuous improvement in terms of service delivery by your team.
  • Identify training and development needs and implement appropriate solutions and/or performance management.
  • Measure and develop team goals and objectives and deliver against team based targets.
  • Oversee the quality checking of work across the CSE team for which the role assumes responsibility.
  • Provide expertise and act as a point of referral for complex client queries associated with allocating an adviser.
  • Identify areas for process and system improvement and work with the Connect Team Relationship Manager to effectively explore and implement new digital/telephone system solutions.
  • Accountable for the successful integration of new digital/telephone leads into the business.
  • Prepare and deliver value adding MI as required by the Connect Team Relationship Manager.
  • Work with our Marketing and Commercial team to implement an effective digital led integration journey for newly acquired clients into the business following acquisitions.
  • Ensure Ascot Lloyd processes are maintained and documented and where new systems are introduced, the relevant processes are updated or created.
  • During any new system or process change, you are responsible for checking the consistency of roll out and delivery by your team.
  • Responsible for any other relevant tasks as appropriate.
SM&CR Responsibilities

As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.

Individual Conduct Rules

  • You must act with integrity
  • You must act with due care, skill and diligence
  • You must be open and co-operative with the FCA, PRA and other regulators
  • You must pay due regard to the interests of customers and treat them fairly
  • You must observe proper standards of market conduct
  • You must act to deliver good outcomes for clients

Experience & Skills Required
  • Demonstrable, extensive experience in a telephone/digital based client service environment, including in a supervisory or managerial capacity.
  • Experience of supporting and developing junior team members.
  • Confident driving through system and procedure changes.
  • Experience in a sales based target driven environment.
  • Excellent interpersonal skills.
  • Ability to effectively prioritise workload.
  • Excellent communication skills, both written and verbal.
  • Proactive and organised.
  • Tenacious and able to see things through to completion.
  • Able to respect client confidentiality.
  • Ability to quickly gather appropriate information.
  • Keen attention to detail, accurate data entry and record keeping skills.
  • Sound knowledge of the financial services sector.
  • Computer literate, including Excel to a high level
  • Experience is dealing with call centre telephone systems. #J-18808-Ljbffr

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