Client Support Manager

Who We Are

Salisbury House Wealth has been servicing clients for almost 40 years enriching lives, building security and providing reassurance beyond numbers. Our niche is engaging clients with their money, deeply
understanding their needs, educating them about financial matters and partnering with them to deliver tailored solutions.

At the core of our business are our values;

• Nurturing Relationships – grounded in trust, transparency and collaboration with clients and colleagues.
• Navigating Futures – guiding clients through complex financial landscapes with clarity and expertise.
• Client-Centred Excellence- placing our clients’ distinct requirements at the forefront, shaping their futures with personalised advice and outstanding service.
• Thriving Together- we’re dedicated to our serious pursuit of excellence, making each step an enjoyable journey for our team and clients alike, reminding ourselves that our true impact is measured by the value we bring.

The Role

Our Client Support Team is fundamental to the success of our business, as the first point of contact for clients and providers alike. This involves provided administrative support of the highest standard and so that regulatory requirements are met, whilst looking to reduce business risk, increase efficiency and improve client outcomes.

As Client Support Manager you will report to the Operations Director and play a pivotal role in mentoring and leading your team to fulfil their goals and deliver outstanding customer service. With proven experience in people management, you will set high performance standards and targets, working closely with your team to achieve them. Through regular coaching, training, and feedback you will develop a confident and competent team who can positively contribute to the overall SHW vision.

Duties & Responsibilities

• Management of the team, conducting regular 121s and appraisals, and assisting team members’ progression and development through regular performance management, feedback, training, and coaching in line with overall company objectives
• Resolving team member queries, allocating workflow, monitoring fluctuations and ensuring client work is produced to the appropriate quality standards
• Involvement with new starters, including the interview and probation processes
• Creating efficiencies through monitoring and analysing capacity and capability
• Setting business standards within the team, including SLAs, accuracy tolerances, checking procedures, reporting by exception and training matrix logs
• Identifying, recommending and implementing processes and improvements for enhanced efficiency and client outcomes
• Holding regular team meetings to drive consistency, improve team building, share best practices, consider provider developments and provide business updates
• Liaising with other teams and team leaders to form a collaborative approach whilst managing client expectations and relationships
• To continually maintain and develop technical, product and industry knowledge in order to keep pace with developments and change, in order to be able to work effectively
• Supporting with process improvements and developments and business projects to drive the company forwards
• Supporting with suitability, cashflow and client portal in line with set processes, templates and house views
• Driving the team forwards as the central business resource
• Undertaking reasonable additional duties at the request of your Line Manager as may be required from time to time

Skills, Qualifications, Knowledge & Experience

• Essential
  – Experience in leading, developing and managing teams to achieve results in line with the overall business objectives
  – Advanced data and IT skills, including data input, accuracy and navigation
  – Ability to build relationships with clients and advisers and ensure an effective relationship is maintained
  – Experience of working for a Financial Adviser, with specific industry and product knowledge
• Desirable:
  – Certificate in Financial Administration or equivalent
  – Experience of Intelliflo Office and/or The Openwork Partnership’s ConcertHub system
  – General commercial and operational thinking as part of the business strategic development

Rewards

• Competitive salary
• Workplace pension with provider and funds under SHW main proposition via salary exchange (5% employer and 3% employee equivalent)
• 23 days holiday allowance, plus public holidays
• Holiday scheme allowing for purchase or sale of up to 5 days holiday entitlement per year
• Private medical scheme following successful completion of 6 months probation
• Hybrid working up to 1 day a week from home in addition to flexible working for appointments
• Funding and support for professional development
• Discounts on our services
• Referral scheme