Client Engagement Team Cohort Leader Client Engagement Team Cohort Leader …

Schroders Personal Wealth
in Birmingham, England, United Kingdom
Permanent, Full time
Be the first to apply
GBP33000 - GBP37000 per annum
Schroders Personal Wealth
in Birmingham, England, United Kingdom
Permanent, Full time
Be the first to apply
GBP33000 - GBP37000 per annum
Reporting to the Head of the Engagement team you will be responsible for development, training and the operational day to day management of your team. You will be an inspiring individual, who will strive for success and have experience in delivering exceptional Client experience, operational management and ensuring that we are available for potential clients when they need us to be. You will lead and coach the team from the front, to be best in class at talking to and engaging with clients.

Our Client Engagement team are at the forefront of starting our journey with our clients, building trust and surpassing our clients expectations around how we can help them with financial planning. The engagement team are potential clients' first look at what we do at SPW and how we might be able to help them. The team take the time to listen to our clients and understand their needs.

Reporting to the Head of the Engagement team, as one of the team leaders in the engagement team you will be responsible for one of the teams, their development, training and the operational day to day management. You will be an inspiring individual, who will strive for success and have experience in delivering exceptional Client experience, operational management and ensuring that we are available for potential clients when they need us to be. You will lead and coach the team from the front, to be best in class at talking to and engaging with clients.

Through the team, you will ensure that great service is delivered to clients and will help in developing team members' industry knowledge as they progress through their professional exams. Our vision is to ensure that all clients are listened to and we can actively portray how we can add value with regards to their financial planning goals. You will also be responsible for managing the teams lead-flow and identifying and acting on any pinch points that may arise in the operation.

You will have a strong background in delivering exceptional client service and leading a team, along with a detailed knowledge of the wealth industry and for setting strategic direction.

Key responsibilities will include:

  • Lead one of the cohort teams within the engagement team, typically around 10 colleagues
  • Build successful relationships with clients over the phone to help identify financial planning opportunities
  • Ensure every potential SPW client receives outstanding service
  • Maintain consistent delivery of service from the team, delivering on targets
  • Coaching and training the team
  • Managing the lead-flow for the team
  • Identifying trends and acting on them
  • Monitoring and maintaining quality of service from the team

Key Capabilities, Knowledge Areas & Personal Attributes

  • Strong background in sales/delivering a service
  • Operational management background
  • Highly inquisitive, able to work and communicate with a diverse range of people and skill sets
  • Good knowledge of financial services industry. Ideally having industry experience and recognized level 4 qualification
  • Be a confident and proven collaborator, motivator and be an inspiring individual
  • Analytical
  • IT literate with the ability to learn various programs (Microsoft office, Salesforce, Clobba)
  • High attention to detail
  • Strong interpersonal skills
  • Proactive, pragmatic and enthusiastic approach
  • Diary management
  • Target driven
  • Ability to multitask
  • Strong communication skills

Call centre open:

Monday to Friday 08:00 - 20:00

Saturday 09:00 - 13:00

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