Client Support Team Leader

Overall purpose of the job 

We are looking for a Client Support Team Leader to join our successful and award-winning firm of Chartered Financial Planners to provide support to our Financial Planners in all aspects of their advice process and the Client Support Team in their role. 

About Benchmark 

Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey – from starting and running a financial advice business more productively and effectively, to accelerating its growth and realising its value. 

We support high quality financial advisers with our award-winning technology and support services. 

And with our own Financial Advice business, we help families find solutions to meet their needs and aspirations and achieve peace of mind. By providing access to higher quality solutions, we make it easier for them to meet and exceed their goals. 

Ensuring good client outcomes, with the client’s interests central to decision making, is very important at Benchmark. Treating Customers Fairly principles are embedded within our organisation and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others. 

The base 

You’ll be based at our Schroders Business Campus near Horsham in West Sussex. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different. We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there’s a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham’s main line train station.

What you’ll do 

As a key member of our client facing teams, your primary responsibility is to lead our Client Support team to provide support to our financial planning advisers in all aspects of their advice process. This will frequently also mean that you will be the clients’ point of contact for administrative matters. 

Your role is to ensure all aspects of the administration process is managed effectively, ensuring that the administration team are fully supported and delivering efficient administrative support for Financial Planners in all aspects of their advice process including the following: 

• Provide daily support to administration team, assist with any queries referring to the Wealth Planning Director or HR where required.
• Assist the Wealth Planning Director with recruitment requirements for the administration team liaising with HR where required.
• Where required support with administrative functions, complete and submit applications, keeping data up to date on Enable (internal CRM system).
• Ensure behaviour and conduct protocols within the workplace are being observed and confidentiality policies are adhered to.
• Ensure communication channels between all support staff, advisers and management are effective.
• Demonstrate a high standard of competency and skill across the administration team and function.
• Monitor team workflows ensuring there is clear oversight over individual capacity and performance.
• Complete regular one to one’s with all members of the Client Support team.
• Provide new joiners a comprehensive induction and monitor/record the ongoing training requirements of the client support and adviser team.
• Identify strengths and areas of development within the team and organise structured training to improve knowledge base and skills within the team.
• Encourage and support personal development, professional exams and progression within the support and wider teams as appropriate.
• Liaise with advisers and deal with any escalations in a timely and efficient manner.
• Facilitate regular adviser forum encouraging open communication regarding working practices.
• Ensure the annual wealth service review process is being executed to the required standard and escalate any concerns to the Wealth Planning Director.
• Oversight of telephony performance across the administration function, ensuring all calls are handled in a pro-active, efficient manner.
• Provide regular and ad-hoc reports to Wealth Planning Director/Senior management on key metrics and performance within the Client Support function.
• To have an oversight of new business submissions ensuring new business processes are followed and compliance uploads to Enable.
• Deal with telephone and email enquiries from client and providers

The knowledge, experience and qualifications you need 

• Motivated and comfortable working in teams. Able to act on your own initiative and develop collaborative relationships with both advisers, clients, professional connections and your peers across the business.
• Ability to prioritise multiple tasks in a deadline driven environment, the ability to make decisions and to work calmly under pressure are all key attributes.
• Experience of managing people within a team is essential.
• Experience with Client Management Systems and fully conversant with digital client meeting tools, such as Microsoft Teams, you will also possess solid systems experience with Microsoft 365, CRM and compliance systems.
• Experience of working within a regulated industry and the expected requirements of the FCA would be an advantage.
• You will be required to complete the range of educational and training tutorials on our internal client management and client asset custody and administration and dealing systems, Enable and Fusion, as well as be fully conversant with our online client portal, Wealth Platform.
• Aspirational, you will be an individual who embraces change and understands and shares our guiding principles or creativity, quality, security, community and sustainability.
• A passion for leading, inspiring, and motivating a team, constantly looking for ways to improve and enhance our service offering.
• Actively contributes to the evolution of our business and its proposition through constructive client centric feedback.
• Excellent telephone manner, communication skills and high standards of literacy are essential.

What you’ll be like 

• Promoter of the Treating Customers Fairly principles, and deliver your own responsibility for the duty of care to our clients
• Promoter of the Treating Customers Fairly principles and deliver your own responsibility for the duty of care to our clients.
• Someone who has a passion for developing others.
• Able to work individually and collaboratively with others.
• Motivated and enjoys working in a fast-paced environment.
• Friendly and approachable attitude.
• Proactive self-starter.
• Innovative and flexible.

We’re looking for the best, whoever they are 

Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics 

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