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Client Services Manager

2 months ago

Southampton, Hampshire, United Kingdom Quilter Full time
What the Hiring Manager Says

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising and becoming even more customer centric. So if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us
-

Quilter Adviser & Client Services is responsible for delivering a high quality of service to advisers and customers in response to their requests.

Irrespective of the function within QACS you are working within, your role is to lead a successful and motivated team, delivering required customer outcomes in a compliant manner and dealing with customers, internal and external, through their chosen channel. Alongside this, you have responsibility for driving the service proposition your area provides, including understanding reasons for complaint, quality and continuous improvement in your own area, as well as trying to help improve call quality etc in the contact centre, where calls relate to your area of the business.

You will collaborate with other managers from across the division to ensure a consistent approach is taken to the leadership and good running of your team/department.

You should consider this role if you are motivated by delivering excellent service through your team and are passionate about leading others.
-Head of Client Services

About the Role

Level: 4

Department: Adviser and Client Services (Operations)

Location: Southampton

Contract type: Permanent

This role will be responsible for the end-to-end people management of your team of 15-25 people and may include the support of an Assistant Team Manager (team-size dependent). This will include daily task co-ordination and delivery alongside longer term resource planning to ensure we are achieving our targets and ambitions. You will ensure that Consumer Duty principles are supported within day-to-day activities and team members are aware of their individual requirements within the Duty.

You, alongside members of your team, will Participate in projects, programmes and initiatives to ensure a consistent approach is taken within your function and/or across QACS. Champion and lead a culture of openness and honesty; where people feel safe to give feedback, be listened to and supported. You will assist and contribute to dealing with escalations or complex queries.

In order to develop the service provided by your function you will seek to identify opportunities to self-serve, or to improve correspondence. You will collaborate with other teams and functions, such as the Contact Centre, to review handoffs and escalations and look for opportunities to eradicate these within your service improvement team.

You will understand the end-to-end Adviser/customer experience and ensure this is seamless with no duplication, unnecessary barriers, conflicting/vague messaging on requirements, timescales etc which prevent/reduce the delivery of good customer outcomes. With reference to our MI suite, you will identify emerging trends, risks etc and steps required to counter these. In conjunction with relevant teams, such as Service Improvement, you will ensure all process maps, control documentation etc are up to date following system or process enhancements.

NB: This is a may be a SMCR certified role: Manager of Certification Employees (dependent on team)

About You

Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.

Key behavioural skills:
  • The ability to lead and motivate a team, fostering a collaborative and positive working environment.
  • Demonstrated proficiency in cross-functional collaboration, fostering effective teamwork, and engaging with senior leadership.
  • Strong attention to detail and meticulous approach to analysing and reviewing processes and documents to identify opportunities for process improvement
  • Excellent written and verbal communication skills with the ability to convey complex information to diverse stakeholders.
  • Able to identify issues and risks, escalating via the appropriate channels.
  • Delivery focussed, with high energy and drive, and ability to deliver through others. Always looking for ways of continuous improvement.
  • The ability to handle complex situations and multiple responsibilities simultaneously, mixing long-term projects with the urgency of immediate priorities in calm, pragmatic manner.
  • Is credible, professional and has strong personal integrity.
  • Strong ability to prioritise workload and meet deadlines with a high level of proficiency.
  • You will have experience working as a Team Manager/ Leader, ideally in a financial service setting.
  • Demonstrated strong experience of leading and managing a team, with a track record of delivering results and driving continuous improvement.
Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures.

In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times.

Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there.

We are passionate about building an inclusive culture where everyone's contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us.

#LI-FD1

Core Benefits

Holiday: 26 days

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Private Medical Insurance: Single cover as standard, cover can be increased at your own cost

Life Assurance: 4x your salary, cover can be increased at your own cost

Income Protection: 75% of salary payable after 26 weeks of absence

In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.