The Role:
The Senior Client Service Manager will form part of a Platform Service team who provide office based front line telephone servicing & support to the firms’ platform clients.
The Senior Client Service Manager will need to have Investment Platform Service experience and ideally have experience in managing / supervising a team. As this role will also involve identifying training needs of the team and delegating work load / rotas.
The work of the Investment Platform Service team involves extensive direct telephone & email contact with Financial Planners, Paraplanners & Wealth Managers (Intermediaries). The role is about developing strong relationships built on outstanding service for all.
The role holder will work closely with the Regional Platform Relationship Managers & Operations team to provide excellent customer service.
The Client Service Manager will efficiently & effectively answer telephone & email queries from Intermediaries, escalating in a minority of cases as appropriate. Ensuring all calls are answered in a timely manner & dealt with appropriately managing the caller’s expectations where necessary.
Servicing assigned intermediary firms in a pooled account service model taking responsibility for specific tasks which are scheduled on a rota basis.
The Client Service Manager will be Taking responsibility to ensure all client & intermediary communication is accurate, appropriate & delivered at the right time, including emails, letters & platform update.
Planning & organising workflow with the Platform Relationship Manager & Regional teams. Consider platform service improvements and involvement in User testing.
Inputting, manipulating & maintaining data on the firms’ platform & CRM systems to perform required service tasks, including, processing ISA subscriptions & payment instructions in line with HMRC & the firms’ policies.
Evaluate improve & streamline the processes and procedures for servicing platform business
The Candidate:
