Customer Care Manager
AFH Wealth Management is proud to be one of the UK's leading independent financial advisory and wealth management firms.
We believe that our success starts with our people. If you are determined to succeed and eager to take on new challenges, you'll find a variety of exciting career opportunities at AFH. This is a full-time, permanent opportunity, with hybrid working, and a competitive salary and range of benefits.
The purpose of the Customer Care Manager is 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.
As our Customer Care Manager, you will typically:
1. Develop and maintain comprehensive knowledge in breach and complaint system processes and wider operational processes across the business
2. Be responsible for the creation of operational efficiencies through process analysis and application of ‘continuous improvement' strategies
3. Oversee the customer feedback process, determining when appropriate to remediate further and co-ordinating as required
4. Manage the Customer Care Team with the responsibility of setting clear goals and objectives, and monitoring the performance and development of the team
5. Organise workflow and ongoing monitoring towards team and indi...