Lead Services Executive

8 months ago

Manchester, United Kingdom Chase de Vere Full time

The Lead Services Executive is a front-line role dedicated to delivering premier client experiences within the Chase de Vere contact centre. With a keen focus on both prospective and existing clients ranging from private individuals to businesses, this role plays a pivotal role in maintaining the efficiency and effectiveness of our multi-channel client communication.

Situated within the rapidly evolving financial sector, the Lead Services Executive operates within a dynamic environment marked by heightened client expectations, regulatory complexities, and intense competition. The role is pivotal in translating Chase de Vere’s value proposition into tangible client experiences, acting as the nexus between client enquiries and the broader financial advising team.

**Responsibilities**:

- Enquiry Management: Handle multi-channel enquiries with precision, catering to both prospective and existing clients, encompassing individuals and businesses.
- Adherence to Standards: Faithfully follow established processes, ensuring that service levels and KPIs are consistently met to guarantee effective enquiry handling.
- Appointment Coordination: Manage the meticulous process of booking initial client meetings, adeptly handling potential cancellations and rescheduling requests.
- Lead Allocation: Systematically direct leads to the most apt financial adviser, utilizing adviser rosters and availability as the guiding matrix.
- Service Quality Oversight: Vigilantly monitor service quality through various measures, initiating corrective actions whenever deviations are detected.
- Process Improvement: Continuously scout for opportunities to refine and optimise current practices to enhance efficiency and client satisfaction.
- Team Collaboration: Foster a seamless working relationship with financial advisers and sales managers to determine enquiry outcomes, promptly identifying and resolving any emerging issues.
- Client Engagement Initiatives: Play an active role in both inbound and outbound client service campaigns to ensure consistent and high-quality client interactions.
- Administrative Duties: Undertake associated administrative functions, ensuring the smooth and streamlined operation of the contact centre.

**Skills & Experience**:

- Prior experience in customer services, with a strong preference for those familiar with a contact centre environment.
- Background in or knowledge of the financial services sector is highly beneficial.
- Exceptional communication and interpersonal skills.
- Proven ability to manage multiple tasks simultaneously and maintain attention to detail.
- Rapid Adaptability: The fast-paced nature of the financial services industry demands a quick adaptation to regulatory changes, market trends, and client preferences.
- Balancing Efficiency and Quality: The challenge of delivering prompt responses without compromising the quality of service in an environment with a high volume of enquiries.
- Managing Client Expectations: Clients often come with a varied range of expectations. Balancing and managing these while maintaining Chase de Vere’s standards can be a complex task.
- Interdepartmental Coordination: Ensuring clear, concise communication with advisers and sales managers to minimise misunderstandings and ensure efficient service delivery.

**Our Values**:

- Be Reliable
- Think Independently
- Create Confidence

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