Client Liaison Manager

We are looking for an experienced Client Liaison Manager/Office Manager to join us on a full-time, permanent basis at our Glasgow office.

You'll be responsible for providing support to a team of Finance Administrators and provide support to the National Client Liaison Manager with operational management tasks. As a Client Liaison Manager, you will actively train, coach, support and monitor your team’s performance and provide regular feedback. You’ll be someone who can prioritise workloads to ensure our clients and teams are given the very best service and support.

Please note, this role will require in-person office visits to Glasgow and regular travel to other site locations where necessary.

• Lead, supervise and motivate a team of Client Liaison Administrators by setting clear goals and support the daily operations including monitoring performance.
• Meet and greet clients and other visitors to the office
• You will be required to assist advisers in the creation of client financial reports and letters, including compilation of annual review packs, production of valuations and client investment reports and ensuring that these are recorded accurately and in a timely manner
• Maintain oversight of Individual Training Plans, MI and assist in the analysis and identification of relevant trends and issues, making appropriate recommendations and implementing appropriate actions.
• Support a culture of continuous improvement with a view to continually seek ways to improve customer service, quality and efficiency.
• Take appropriate steps to maximise efficiency of colleagues and operational processes
• Responsible for monitoring the quality of work across client interaction work and business processing and escalating to management where appropriate
• Sign off staff holidays and ensure adequate cover for the office is made
• Proactively review QA results, ensuring any follow up or corrective action is relevant and carried out timely, to achieve QA targets.
• Support the Training and development framework in delivering a right 1st time approach that also empowers colleague development within the business
• Ensure shared working area is kept up to date and all client documents are saved on the X drive when finalised
• Maintain up to date client and colleague records according to the company standard
• Act as a point of contact for clients in the Wealth Planner’s absence and deal with client queries, including booking client meetings
• Provide support over a very wide range of tasks. Responsibilities will vary considerably. The role holder will need to be comfortable building strong relationships with all Kingswood colleagues.
• Contribute to project work, providing thought leadership and SME knowledge
• Celebrate success, recognise your colleagues for a job well done and create a positive culture and client‑centric ethos across the team.
• Lead your team through any merger related activity as we combine our business with Mattioli Woods

This list is not exhaustive, and the role holder will be expected to undertake any other task as reasonably requested by their line manager where appropriate training and/or guidance is provided.

• Proven track record of excellent customer service within a financial services operational environment
• Able to demonstrate a strong client focus
• People and performance management
• Have a can‑do attitude
• Problem solving and decision‑making ability outside of established procedures but within a policy framework
• Ability to adjust to challenges and pressures in the day‑to‑day business
• Experience of achieving results, deadlines and SLA’s

• 26 days annual leave including a day off for your birthday (plus bank holidays)
• Contributory pension scheme
• Private healthcare
• Life assurance
• Health insurance
• 2 charity volunteer days
• Employee recognition
• Recruitment referral
• Career development
• Cycle to work scheme

Kingswood Holdings Limited (trading as Kingswood) is an AIM‑listed integrated wealth management group, with more than 19,000 active clients and c. £10 billion of assets under management. It has a growing network of offices across the UK as well as offices in New York…