Manager - Client Relations

Manager - Client Relations

About

Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what’s next. Our success hinges on our people and that’s our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We’re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.

Responsibilities

• Monitor, evaluate and develop performance of the team measured against a distinct and clear set of KPIs.
• Deliver service excellence through voice and online communication functions, monitor and report on the regulatory requirements of the team primarily through call listening and file review.
• Aid and assist client retention, contributing to the wider client experience strategy.
• Drive client advocacy of Bestinvest as a brand.
• Identifying training needs and executing individual plans.
• Escalation point for complaints & expressions of dissatisfaction.

Requirements

• Recent experience in a team management role.
• Previous experience working within a targeted environment.
• Understanding of coaching models and how to drive individual performance whilst embedding positive morale and culture.
• Passion for coaching and service delivery.
• Outstanding ability to think creatively, identify and resolve problems.
• Data driven with excellent attention to detail and the ability to effectively multi-task in a deadline driven atmosphere.
• Previous experience supporting a telephony-based sales team is desirable but not essential.
• Attained or working towards CISI IOC qualification.