Client Services Manager

This is a great opportunity to join a fast-growing IFA practice with offices in Surrey and Hampshire. Working within the Service Delivery team, the primary function of the role will be working with the Adviser to take clients through the financial planning journey, and to support your team with the administration required to provide clients with a high standard ongoing financial planning experience.

This is a fulltime role, 35 hours a week. You will be based in their office in Claygate and the firm offers flexible working.

Key responsibilities
• Ensure all clients enjoy a positive customer experience:
- Working with the Adviser to deliver on service/advice promises identified as part of the client’s advice plan.
- Proactively organise workloads, using Paraplanner and Client Review Co-Ordinator resource as needed
- Proactively managing client relationships ensuring they are kept informed of any actions.
- Keeping the Adviser informed and flagging any issues in delivering the advice and client queries.
- Ensuring the delivery of all annual reporting information to the client, including portfolio reports.
• Have a good understanding of the advice implementation process.
• Timely and accurate delivery of advice via all platforms and products
• Execute fund switches, top ups and withdrawals.
• Inter-plan transfers
• Ensuring file compliance including illustrations, key features documents, research, and suitability reports.
• Drafting of suitability reports such as fund switches and top ups.
• A basic understanding of the completion of Existing Plan Research forms.

Other requirements
• A thorough understanding of the company’s financial planning, implementation and ongoing services offered.
• Adhering to internal guidelines surrounding data security, confidentiality and compliance rules for non-advising members of staff.
• Annual competency assessment in money laundering, data protection and compliance.
• Always comply with the firm’s compliance; training and competence; complaints and data security policies / procedures.
• To ensure that the firm’s clients are always treated fairly.
• Attend training to develop relevant knowledge and skills pertinent to your role.

Essential skills:
• Excellent written and oral communication skills
• Confident and proactive
• Strong organisational skills
• Strong relationship management skills
• Interpersonal Skills and a good team player
• Controlling Quality and Standards - has the desire to ensure accuracy and quality of work delivered by double-checking accuracy of own work (and others’ as appropriate), keeping clear, detailed records and files and by creating systems and procedures to increase quality and efficiency; complies with relevant regulatory and security requirements.
• Approach to work and personal aptitudes - high degree of numerical literacy, enthusiasm, commitment, ability to multi-task, willingness to take on new duties by developing the required skills, keen eye for detail.

Desirable qualifications, skills and/or experience:
• 2 years’ experience within the financial services industry
• 2 years’ experience within a customer focused role
• Advanced organisational skills.
• Proficient in Microsoft office products.
• Aptitude towards various CRM systems.

What’s in it for me?
As well as a competitive salary and structured career development plan aligned with your earning potential, our benefits package includes a pension scheme, 25 days annual leave and 8 paid bank holidays, hybrid working, training/qualification support, shopping discounts, colleague wellbeing benefits and more!