Overview
Customer Care Manager – AFH Wealth Management is proud to be one of the UK's leading independent financial advisory and wealth management firms. This is a full-time, permanent opportunity, with hybrid working, and a competitive salary and range of benefits.
Purpose: to play an essential role in ensuring we provide for exceptional customer outcomes in the delivery of advice and our services, through targeted operational management of both team members and team processes.
Responsibilities
* Develop and maintain comprehensive knowledge in breach and complaint system processes and wider operational processes across the business.
* Be responsible for the creation of operational efficiencies through process analysis and application of continuous improvement strategies.
* Oversee the customer feedback process, determining when appropriate to remediate further and co-ordinating as required.
* Manage the Customer Care Team with the responsibility of setting clear goals and objectives, and monitoring the performance and development of the team.
* Organise workflow and ongoing monitoring towards team and individual productivity targets to ensure successful achievement of overall department strategy.
* Assist with any wider departmental function as required.
Ideal Candidate
* Strong operational skills and experience, including recording keeping, MI analysis and process development.
* Experience in a financial services environment, with an understanding of how the industry is regulated and the protections clients are afforded.
* Previous experience of line management in an operational environment is essential.
* Previous experience in complaint handling.
* Excellent written and verbal communication skills.
Benefits
* Flexible working and holidays with annual buy/sell scheme options and birthday off; additional holiday days for long service.
* Social perks, including annual Christmas and Summer parties.
* Pension with Royal London and death-in-service benefit.
* Discretionary annual bonus following completion of a year of service.
* Health and wellbeing benefits, including the MediCash app for cashback on health initiatives and discounted memberships.
* Professional development through tailored learning and development programmes.
* Shopping discounts across retailers and access to free online training courses.
Apply today to register your interest in joining our team, or learn more about the benefits and perks of working at AFH via our careers website.
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