Client Service Centre Manager recruitment

Close Brothers Asset Management division provides a wide range of financial services for private individuals, institutional clients and their advisers both in the UK and internationally. The Asset Management division is a wholly owned subsidiary of Close Brothers Group, and provides Wealth and Asset Management. Their services include: • Investment management;; • Financial planning advice; • Trust company administration; • Fund administration and • Banking.

In order to provide our clients with the best and most efficient service, we are opening a Client Centric Service Centre in our Northwich office and as such require a strong people manager to take up from inception to complete start up and employment of staff.

The role is designed to attract candidates who are looking to further their career within a professional, Wealth Management working environment who are able to demonstrate a successful track history of inspirational leadership of teams of 40+ people in size. The Service Centre is a performance driven environment within Client Services and is integral to the success of Close AM through the support it brings to delivering a world class service experience to our clients via telephone, e-mail, letter and internet messaging.

It is essential that the role holder is able to build strong relationships that positively and proactively influence and partner with both internal and external stakeholders to resolve queries, and meet their needs successfully by understanding their requirements.

The role holder must be committed to providing strong, positive leadership and be focused on people development. Therefore it is essential that successful candidates are able to bring excellent communication skills, an in-depth understanding of working in a contact centre environment and an ability to promote continuous improvement which recognises opportunities to expand our service offering to our clients.

Through effective leadership and management of their team, the role holder will ensure clients experience the highest quality interactions and ensure that the client experience is managed in an accurate, consistent and efficient and professional manner in order to promote confidence in the service delivered to both internal and external clients.

A key component of the role is effective risk management and the successful candidate must be able to demonstrate a sound understanding of working successfully within a control and audit environment.

Through developing a long term Service Centre strategy, the role holder will deliver a powerful vision of success and demonstrate strength in leadership to guide the team through challenge and growth.

Principal Responsibilities:

• Role holder will report to the Director of Client Services and, through strong leadership and excellent people management skills, the role holder will create a high performance culture by setting stretching objectives for self and team

• They will ensure the teams are motivated, passionate and dedicated to delivering an exceptional service across a multi-channel contact centre environment

• To develop and implement the Service Centre and Client relations strategy, ensuring it is aligned to stakeholder objectives and supports client growth and value acquisition

• Full responsibility and accountability for the risk and control governance and effectiveness of your teams through adopting a high standard of risk control throughout and ensuring that all relevant policies and procedures are adhered to, including management of all audit related activity

General Accountabilities:

• From 0 to up to 25 over 3 years people through a team of direct reports. You will have ultimate responsibility for providing inspirational leadership, ongoing support and proactive management across all levels of performance within your teams on a daily basis, ensuring optimum team and individual performance is delivered across all channels and that opportunities to add value are realised

• Succession planning for your teams through recruitment and development of talented individuals whilst proactively supporting and managing under performance

• Ensuring compliance with all relevant Close AM policies and procedures and able to evidence effectiveness of all controls at all levels.

• Negotiate with influencing skills to ensure your team deliver an exceptional service

• Prioritise and manage your own workload whilst providing excellent support to their team

• Client centric, you will have an excellent understanding of meeting the high volume and variety of day-to-day client needs through a diverse range of delivery channels and demonstrate a flare for innovation

Skills Required:

• A proven leader capable of delivering a vision that inspires and motivates large teams

• They will be able to demonstrate a deep and broad knowledge of management and leadership skills, including performance and talent management and will have extensive experience of leading change and delivering against key performance areas within a multi channel contact centre environment

• An excellent command of the English language with strong written and verbal communication skills is essential with the ability to communicate effectively across all levels

• Excellent business acumen with a proven track record of delivery in a financial services Contact Centre environment

• An understanding of CRM systems and workflow is essential

• Needs to have good experience with complaints handling