Manager - Client Relations

Job Description

What will you be doing?

We're seeking a talented individual to join our Operations team in Liverpool. You will be responsible for leading and motivating the Client Relations Executive team. You will manage and coach the service and performance delivery of this telephony led team, supporting our Bestinvest client base.

As Manager - Client Relations, your responsibilities will include among others:

• Monitor, evaluate and develop performance of the team measured against a distinct and clear set of KPIs
• Deliver service excellence through voice and online communication functions, monitor and report on the regulatory requirements of the team primarily through call listening and file review
• Aid and assist client retention, contributing to the wider client experience strategy
• Drive client advocacy of Bestinvest as a brand
• Identifying training needs and executing individual plan
• Escalation point for complaints & expressions of dissatisfaction

To be successful in this role, you should:

• Recent experience in a team management role
• Previous experience working within a targeted environment
• Understanding of coaching models and how to drive individual performance whilst embedding positive morale and culture
• Passion for coaching and service delivery
• Outstanding ability to think creatively, identify and resolve problems
• Data driven with excellent attention to detail and the ability to effectively multi-task in a deadline driven atmosphere
• Previous experience supporting a telephony-based sales team is desirable but not essential
• Attained or working towards CISI IOC qualification

As a colleague here at Evelyn Partners you will have access to benefits that include:

• Private medical insurance
• Life assurance
• Pension contribution
• Generous holiday package
• Option to purchase additional holiday
• Shared parental leave

We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At Evelyn Partners we have a wide range of highly active employee resource groups and we are delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workspace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.