Client Relationship Team Leader

Fidelius is a leading financial services company, committed to excellent customer service. We provide a range of solutions for individuals and companies, including wealth management and employee benefits. We work with clients across the UK and have offices in Bath, Cheltenham, Chelmsford, and London.

 

 

• Lead, manage, coach and develop direct reports so that they know what is expected and are able to maximise their contribution to the business objectives and realise their potential.
• Ensure each team member performs in line with business needs and delivers using the smartest and most efficient way of working, encouraging and aiding personal learning.
• Make full use of MI reports to review and audit team performance and achievement against client service delivery.
• Ensure an even distribution of workload and manage leave throughout the team ensuring sufficient support levels are in place to maintain required levels of service.
• Ensure best practice is shared and consistency achieved in operational processes and customer service.
• Ensure that all members of the team demonstrate the Company values and behaviours and take a proactive approach in dealing with any issues as they arise.
• Take a proactive approach to continuous improvement within your team, with a focus on ensuring the client is receiving the highest quality and most efficient service.
• Utilise the best methods to determine productivity within your team and assess resourcing requirements, ensuring that the skills and experiences in your team are distributed in the most effective way.
• Understand the client journey and all client touch points through mapping techniques and make improvements that deliver an excellent client experience
• Take a lead in the delivery of change management throughout your team, providing coaching and support and identifying, sourcing and delivering training where needed.
• Take a proactive approach to building stakeholder relationships across the business, developing relationships and role model the Company values and behaviours.
• Work closely with Group Compliance to ensure FCA guidance is followed and outcomes are fully compliant with FCA regulations.
• Ensure all change is managed within an appropriate risk management framework (including financial and operational risk) and in accordance with Group levels of authorisation for process changes.
• Maintain detailed record of all CPD activity.

• Experience of leading or managing others.
• Experience of working in similar role within Financial Services.
• Experience of delivering providing client service within agreed SLAs.
• Good working knowledge of Microsoft Office products including Word, Excel, Outlook and PowerPoint.
• Experience of using Intelliflo Office (iO) back office software (desirable).
• Full FPC or equivalent CF qualifications (desirable)

All your information will be kept confidential according to EEO guidelines.