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About Us
At Wealthtime, we are a multi-award-winning financial technology company known for our outstanding 5-star service platform. Guided by our shared values: 'Seek Opportunity', 'Nurture Each Other', and 'Simply Get Going', we are committed to excellence.
Since 2021, with new ownership and over £17 million in investments, Wealthtime is on an exciting growth trajectory. Our team of approximately 300 dedicated professionals is central to our success, and we invite you to join us as we continue to make our mark.
About The Role
The successful candidate will manage the daily operations of the team, focusing on inbound contact, key processes, and service delivery to key account advisers and firm members. Building and maintaining strong relationships with advisers and clients, ensuring high standards and optimal client outcomes, will be essential.
You will oversee call management, ensure timely responses, investigate and resolve complaints and escalated queries, and collaborate with stakeholders to develop service delivery plans. Using MI and data, you will recommend improvements, produce reports, and support senior leadership.
Key Responsibilities
* Capacity planning and recruitment, including evaluating tasks, reviewing CVs, and conducting interviews.
* Monitor adviser activity, develop KPIs, and manage team performance.
* Organise team schedules, provide feedback, and coordinate training for compliance and development.
* Lead team meetings, conduct one-to-ones and appraisals, and implement development plans.
* Ensure excellent customer service, timely processing of items, and adherence to SLAs.
* Investigate breaches and complaints, ensuring compliance with FCA regulations and risk management.
* Perform quality assurance, coaching, and feedback aligned with Wealthtime's values.
About You
Essential Skills & Experience
* Proven senior or supervisory experience.
* Knowledge of SIPP, Drawdown, GIA, ISA, Offshore Bonds.
* Strong interpersonal and communication skills.
* Ability to prioritise, work under pressure, and meet deadlines.
* Proactive problem-solving, persuasion, and influencing skills.
Desirable Skills
* Platform experience.
* Understanding of trading, CASS, and COBs regulations.
Rewards & Benefits
* Competitive salary and hybrid working.
* Yearly discretionary bonus.
* 34 days holiday, with options to purchase/sell additional days.
* Wellbeing day, professional development support, private medical, income protection, life assurance, pension scheme, interest-free season ticket loans, and charitable activities.
* Opportunities for internal progression and recognition schemes.
Wealthtime values diversity and is an equal opportunities employer, welcoming applicants from all backgrounds.
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