Client Services Executive

Salisbury, England, United Kingdom

12/13/2024

About Us

At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About The Role

The customer experience team acts as a dedicated point of contact for Financial Advisers and Clients using the Wealthtime platform and are also the primary contact for the Wealthtme Select National Sales Manager dealing with a wide range of enquiries. The aim of the team is to provide service excellence through the mediums of telephone, secure message, and other written correspondence.

Developing and maintaining deep and meaningful adviser relationships is at the heart of this role with the aim to build trust and a proactive exchange of information with our commercial partners that will be assigned as your key relationships as part of your role.

Key Responsibilities

• Demonstrate a strong and supportive customer centric culture, focused on the delivery of excellent customer outcomes for all advisers and clients, whilst meeting and adhering to our vulnerable customer policy
• Build and maintain successful working relationships with key adviser firms that are assigned to you as their primary contact for support and service.
• Deliver platform training, efficient customer onboarding, responses to complex/technical enquiries and understand your advisers business model and requirements of the platform.
• Oversee the movement of cash and assets onto the platform ensuring a seamless transition minimising disruption to the adviser and client.
• To manage and resolve calls and emails from Financial Advisers, Clients, Sales Teams, and Third­ Party Providers, ensuring that all queries are dealt with in line with service standards, procedures, and compliance guidelines and proactive updates are provided on commercial campaigns or calendar events relevant to the firm.
• To maintain good working relationships with team members and colleagues across the Wealthtime business including co-ordinating with departments to provide advisers with quality service and information relevant to their needs.
• Working with the National Sales Manager to train new platform users and provide feedback on service interactions and attendance of meetings where requested.
• Ensure that the Consumer Duty principles are adhered to, supporting Customer Service improvement initiatives, raising any risks, near misses or areas for concern with either Line Manager or Compliance.
• Stay up to date on industry and platform developments and relevant regulatory change.
• Responsible and accountable for own personal development - prepare and actively operate personal training/development plans.
  
  

You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

About You

Skills, Qualifications and Experience

• A proven track record in customer service role with wrap proposition and platform knowledge essential
• Previous Customer Services Experience preferably in Financial Services
• Previous Telephony/administration experience
• Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.
• PC Literate, experience of using Microsoft Office including Word, Excel, and Outlook.
• Good attention to detail.
• Excellent interpersonal and communication skills.
• Ability to work well individually and as part of a team.
• Ability to work well under pressure, and to tight deadlines.
• A proactive and self-motivated mindset, able to be solution focused when faced with challenges.
• Good organisational skills.
• Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.
• Previous telephony experience within the financial services industry.
• Previous Financial Services experience
• SIPP, Drawdown, GIA, ISA and/or Offshore Bond knowledge
  
  

Rewards & Benefits:

Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.

Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth: We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security: Prepare for your future with our Group contributory pension scheme.

Travel with Ease: We offer interest-free season ticket loans to help with travel costs.

Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.