Design and implement work flow processes within Intelligent Office
Identify and implement process improvements
Manage SLAs across the team
Ensure all customer service practices align with industry regulations and internal policies
Regularly review and update compliance protocols related to customer interactions
Develop and monitor service level agreements to ensure team performance meets the company standards
Prepare and present regular report to Senior Management on all aspects of the services offered
Collaborate with the whole of the Personal Advice Team to ensure a cohesive approach to client service
Facilitate communication to address customer needs effectively
Lead, mentor and develop the client service team, fostering a culture of high performance and continuous improvement
Conduct regular training sessions relevant to the business needs
Build and maintain strong relationships with clients to ensure their needs are met and exceeded
Act as a primary point of contact for escalated customer issues, ensuring timely and effective resolution
Support customer engagement activity and ensure customers are actively supported throughout their journey.

Demonstrate Wealth Wizards core values (PEARH)
Exceptional attention to detail and accuracy
Strong administrative skills
Excellent organisation/time management skills
Able to communicate and/or present credibly and effectively at all levels
Capable of managing change
Ability to learn new IT systems as required
Competence in IT (Word, Excel, PowerPoint etc)
Understanding of Financial Services – preferably in the regulated financial advice sector
Experience in a customer service environment, preferably in an internet based business
Evidence of business administration and/or customer service activities undertaken
Proficient in use of Intelligent Office

Client Services Manager

Key skills