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Client Services Executive

2 months ago

City Of London UK, Central London, United Kingdom Davies - Consulting Division Full time

Client Services Executive Team


Location: London City, UK


Company: Davies Consulting (on behalf of our client, a large wealth manager)


This is a 6 month contract paying c£250 p/d for CSE, c£300 for Senior/SME CSE and c£375 for Team Leader

(via umbrella company within IR35)


Overview:

We are a consultancy seeking highly organized and detail-oriented Client Services Executives to join our team. You will be supporting a significant Part VII transfer of the wealth management business for our client. This role requires strong communication skills, excellent client service abilities, and a solid understanding of the Wealth Management environment.


Client Communication:

Support the Communications Hub in conducting extensive outreach to approximately 2,000 clients regarding the Part VII transfer.

Address client queries related to the transfer, ensuring all responses are succinct, accurate, and in line with approved messaging from the business and Legal teams.

Manage client complaints and formal objections to the Part VII transfer, providing timely and effective resolutions.


Helpline Management:

Assist in establishing and managing a Scheme helpline dedicated to handling client queries, complaints, and objections.

Help maintain a flexible team workflow to adapt to client behaviour and call volume variations.

Coordinate with Relationship Managers (RMs) to ensure seamless client service, even if RMs reach out directly.


Telephony and Technology:

Support the setup and maintenance of appropriate Scheme telephony technology, including freephone numbers, call recording, and call-based Management Information (MI).

Ensure accurate MI and reporting on call nature and client outcomes for reporting to the FCA and for internal oversight.


Key Experience Required:

Proven experience in investment administration/ Client Services or a similar role within the wealth management industry interacting with RMs and HNWI directly.

Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

Strong organizational skills and attention to detail.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Proficiency in using telephony systems and technology for client service operations.

Problem-solving skills and the ability to handle client complaints and objections professionally.


Non-Essential Experience:

Experience with Part VII transfers or similar large-scale business transitions.

Familiarity with wealth management systems and processes.

Knowledge of telephony technology and MI reporting tools.