Client Liaison Manager/Office Manager

kingswood-group.com; Macclesfield; On-site; GBP 25,000 - 45,000

Job description

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

You'll be responsible for providing support to a team of Finance Administrators and provide support to the North 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 Macclesfield and regular travel to other site locations where necessary.

Kingswood Holdings Limited (trading as Kingswood) is an AIM-listed integrated wealth management group, with more than 19,000 active clients and c. £9 billion of Assets under Management. It has a growing network of offices across the UK as well as offices in New York and Johannesburg. Clients range from private individuals to some of the UK’s largest universities. The Group’s vision is to become a leading global provider of trusted wealth planning and investment management solutions to clients, underpinned by investment in people and innovation in technology to support our advisers and clients.

What you’ll do as a Client Liaison Manager:

• 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 implement 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 escalate 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 1^st 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 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.

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.

What we’re looking for:

• 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.

Here at Kingswood Group, we’re all about our people and are committed to recruiting and maintaining a diverse workforce.

We celebrate, recognise, and appreciate our differences, irrespective of background, race, religion, age, gender, sexual orientation, or disability. We’re continually learning and improving our processes and policies to ensure an inclusive culture for all our employees. That’s why upon joining Kingswood, you’ll be able to contribute to our overall values to continue to make us one of the best places to work. In addition to this, we promote employee recognition and some of the top career development opportunities for those that are looking to progress.

Teamwork, inclusivity, and culture in our business is really important to us – whilst we continue to add new benefits to offer the very best to our Kingswood Group, here is a rundown of our core benefits available to our fantastic employees:

• 25 days annual leave
• An extra day off for your birthday!
• Cycle to work scheme – If you’re an individual who enjoys a cycle into work, we’ve got you covered when it comes to saving money on a bike or equipment to use for commuting to our office locations.
• Life Assurance – An insurance that pays out a lump sum to your family should you pass away in service.
• Private healthcare – you’ll be able to provide cover for you and your family, by being granted access to our fabulous private healthcare (through Vitality), on top of receiving free annual eye tests (private healthcare is subject to one years’ service).
• 2 paid volunteering days – per year, for you to dedicate your time to a cause you are passionate about.
• Enhanced Maternity and Paternity pay for all our Kingswood Group employees.

ONE KINGSWOOD

Kingswood is passionate about creating a unified and consistent culture across all of our locations and business activities. All employees are expected to take responsibility for embodying our ‘One Kingswood’ behaviours and supporting others to live these behaviours too. Our Kingswood behaviours are:

• Support and empower – we recognise others’ contributions and collaborate to support success.
• Demonstrate Respect – we listen to understand and consider the impact of our words and actions.
• Continuously Evolve – we are curious and positive in our approach; providing constructive feedback to support growth.
• Champion Inclusivity – we embrace individuality and openness to create a vibrant, welcoming environment for all.
• Uphold Responsibility – we treat others fairly and always learn from our mistakes.