Client Support Team Leader

ENGINEERINGUK; Horsham; On-site; GBP 60,000 - 80,000

Job description

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About Benchmark

Join Benchmark, an award-winning leader in providing proprietary solutions covering regulatory, platform, and investment services. Our innovative technology and support services are designed to empower financial advisers at every stage of their journey, from launching and managing their businesses to fostering growth and realizing value.

We pride ourselves on supporting high-quality financial advisers and helping families achieve peace of mind by offering them tailored solutions that exceed their financial aspirations. At Benchmark, the client's interests are at the heart of what we do, guided by our commitment to Treating Customers Fairly principles and a strong duty of care.

The Role

The Client Support Team Leader is responsible for guiding and managing a dedicated team that provides exceptional support to financial planning advisors. This role is essential in ensuring an effective client journey by overseeing compliance with processes, monitoring performance, and driving continuous improvement within the team. The Team Leader will serve as a primary contact for administrative matters, facilitate communication between stakeholders, and lead recruitment and training efforts to enhance team capabilities.

Location
You'll be based at our Schroders Business Campus near Horsham in West Sussex, a bustling countryside environment with high standards and an international reputation. Our spacious campus offers cutting-edge software, facilities including an on-site restaurant, coffee shop, and gym, all supported by a dedicated shuttle service to Horsham's main line train station.

Key Responsibilities

• Lead the Client Support Team: Manage the team in providing expert support to financial planning advisors, serving as the primary contact for administrative matters.
• Compliance & Process Adherence: Ensure all team members comply with standardized processes, including CRM usage and documentation protocols.
• Monitor Performance & Workflow: Track team workflows to maintain oversight of individual capacity and conduct quality assurance reviews.
• Facilitate Communication: Promote effective communication between support staff, advisers, and management through regular meetings and check-ins.
• Support Recruitment & Training: Assist in recruitment efforts and coordinate comprehensive training for new joiners and ongoing team development.
• Handle Client Escalations: Oversee the annual wealth service review process and escalate any concerns to the Client Support Manager.
• Drive Continuous Improvement: Set clear objectives, monitor team progress, and identify opportunities for development to enhance overall performance.

Required Skills and Qualifications

• Collaborative mindset with the ability to build relationships with internal and external stakeholders.
• Strong leadership with a proven ability to influence team dynamics and drive performance.
• Excellent organizational and time management skills, prioritizing tasks efficiently.
• Passion for team development and a commitment to continuous improvement.
• Proficient in Client Management Systems and digital client meeting tools; excellent command of Microsoft Office Suite.
• Strong communication skills, both written and verbal.
• Knowledge of client management and asset custody systems is essential; experience with Enable and Fusion preferred.
• R01, FA1, FA2 Qualified or a willingness to obtain qualifications is an advantage.
• Understanding of regulatory industry requirements and the FCA standards is a plus.

Ideal Candidate Profile

We are looking for candidates who:

• Commit to exceptional Customer Care and adhere to Treating Customers Fairly principles.
• Show enthusiasm for developing others and fostering growth within the team.
• Possess a keen attention to detail and embrace a mindset focused on continuous improvement.
• Are proactive problem solvers with a dedication to achieving excellent client outcomes.
• Have a genuine interest in financial planning and enhancing the client experience.

Join Us

If you are passionate about leading a high-performing team and ensuring excellent client outcomes, we would love to hear from you!