Client Services Manager

Company Overview

Wren Sterling is a progressive UK-wide independent financial advice business. In complex markets that change frequently, we help our Corporate and Personal clients make the right financial choices through the provision of independent financial advice which is uniquely tailored to their specific needs.

Wren Sterling specialises in all aspects of savings, investments and retirement planning to individuals. Through successful partnerships with Building Societies, we deliver independent financial advice to their customers. For corporate clients, we provide advice on engaging employees through the provision of group risk, protection and other employee benefit solutions.

Role Outline

As the Client Services Manager, you will be the primary point of contact between our Financial Planners and our clients, ensuring their needs are met and their expectations exceeded. Your role will encompass a diverse range of responsibilities aimed at fostering strong client relationships, driving customer satisfaction, and maximising retention and revenue. You will work closely with all members of the Operations Management Team and will support the Head of Client Services.  The role will be based in one of our offices within Scotland or Northern Ireland with minimum three days a week in the office. Travel between all offices within your location will be expected.

Principle Objectives & Responsibilities

Include the following but not exclusive to:

• Client relationship Management: Manage the client services team to aid them in building and maintaining strong, long-term relationships with our Financial Planners and our clients. Understanding their business needs, objectives, and challenges to effectively address concerns and provide solutions.
• Client Communication: Serve as the primary escalation point for our Financial Planners, our clients, and internal teams; communicating client feedback, requirements, and expectations accurately and promptly.
• Collaboration: Collaborate closely with the wider Operations Team, Sales, Marketing and Finance to align client needs with Wren Sterling offerings. Coordinate efforts to deliver seamless experiences and exceed client expectations.
• Team Performance: Monitor Key Performance Indicators for the direct team with consideration being made to client satisfaction scores, client retention rates and revenue growth.
• Client Advocacy: Act as a strong advocate for clients; championing their interests and feedback to ensure their voices are heard. Advocate for necessary support and resources to address client needs effectively.
• Continuous Improvement: Stay up to date on industry trends, market dynamics and competitor activities to maintain a competitive edge. Continuously seek opportunities to enhance processes, systems, and services to better serve clients and drive business growth.

Completion of other reasonable duties, as defined by the Senior Management Team.

Knowledge Required

• Knowledge of the financial planning market including products and services.
• Working knowledge of FCA Rules, Guidance Notes and Commitments that apply to the job
• 1 year plus people management experience in an IFA/Wealth Management environment.
• 3 years plus experience in an IFA/Wealth Management environment.

Completion of other reasonable duties, as defined by the Senior Management Team.

Qualifications

Knowledge Required

• Knowledge of the financial planning market including products and services.
• Working knowledge of FCA Rules, Guidance Notes and Commitments that apply to the job
• 1 year plus people management experience in an IFA/Wealth Management environment.
• 3 years plus experience in an IFA/Wealth Management environment.

Skills Required

Essential skills:

• Communication Skills
  • Excellent written and verbal communication skills are crucial for effectively interacting and influencing clients and internal teams. The ability to convey complex ideas clearly and build rapport with diverse stakeholders is highly valued.
• Interpersonal Skills:
  • Strong interpersonal skills are essential for building and maintaining positive relationships with clients, direct teams, and Financial Planners.
  • Empathetic, patient, and skilled in conflict resolution to address client concerns effectively and manage team dynamics.
  • Commitment to professionalism, integrity, and confidentiality in handling sensitive information.
  • Flexibility to adapt to changing business needs and priorities.
  • Ability to coach, mentor and develop team members effectively.
• Problem Solving Skills:
  • Ability to identify issues, analyse root causes and develop innovative solutions.
  • Strong problem-solving skills enable the ability to navigate challenges and deliver value to our clients.
• Organisational Skills:
  • Self-motivated with the ability to manage multi-site teams, projects and deadlines simultaneously is critical.
  • Highly organised, detail oriented and capable of prioritising tasks and workloads to meet client and business needs.
• Client Focus
  • A client centric mindset is essential to understand and anticipate client needs.
  • Dedicated to delivering exceptional service and ensuring client satisfaction at every touchpoint.
• Team Collaboration
  • Ability to successfully collaborate with internal teams and aligning client needs to business offerings.
  • Ability to foster cross functional relationships and coordinating efforts to deliver value to clients.
• Technical Proficiency
  • Proficient in use of CRM software relevant to Financial Advisory Businesses such as Intelliflo.
  • Proficient in the Microsoft Office Suite.

Desirable Skills:

• Familiar with data analysis and reporting tools is beneficial for monitoring performance.
• Project management,

The package:

• Employee Benefits Trust – Eligible to join discretionary share trust established for all employees to share in the future success of the business
• Generous holiday package (including holiday trading)
• Ongoing professional development support with salary increases for the completion of key qualification milestones and clear career paths for future progression
• Agile working approach – work from a number of workplace settings
• Pension Scheme – Employer pension contributions based on total earnings
• 6% Flex allowance to spend on a wide range of employee benefits including:
  • Private Medical Insurance
  • Death in Service Cover
  • Group Income Protection
  • Critical Illness cover
  • Lease Car Service
  • And many more!