Job Description

Job Specification

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Location

Bath

Employment Type

Full time

Department

Customer Experience

Appointment Type

Permanent

Hours

37.50

Ref No

10166

Job Information

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About Us:

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At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'



With new ownership since 2021 and significant investments of over 17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About the Role

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The role holder will manage the day-to-day work requirements of the team in relation to both the inbound contact and specific administration of key processes and service delivery to key account advisers and supporting firm members. You will be key in supporting the team to build and maintain strong working relationships with our advisers and clients, ensuring that specific key processes to be undertaken by the team are carried out to the highest standard and result in good client outcomes.



You will ensure that all calls into the department are either through the relevant call queues or via personal extension numbers are answered in a timely manner and any missed calls are responded to as soon as possible and within a set target response time, and be responsible for the investigation and resolution of any complaints, breaches, and escalated queries.



Working closely with key stakeholders across the business, you will develop a market-leading service delivery plan, and provide meaningful MI and data and use this to recommend relevant and positive changes to support efficiency and effectiveness in service delivery, and use the MI and data gathered to produce accurate and relevant reporting to support the senior leadership team.

Key Responsibilities:

Be responsible for capacity planning, and working in partnership with the leadership team to recruit new employees including evaluating the current relevant tasks and identifying what skills and experience are needed, reviewing CVs and interviewing potential employees. Oversee and monitor adviser activity and take proactive steps to reduce inbound contact in a way that works for both us and our advisers. Develop, monitor and manage KPI's for the team and use these to aid in performance conversations. Organise team rotas, schedules, and diaries to ensure maximum efficiency and sufficient cover of the various duties undertaken by Client Services Executive, and provide feedback to the CSE Manager, highlighting areas for improvement and development. Take an active role in team meetings, ensuring that the team are informed, providing direction, and gathering feedback. Ensure regular one-to-ones and formal appraisals are undertaken with team members, and that business focused development action plans are implemented, reviewed and acted upon. Arrange training where necessary to ensure compliance with procedures relating to risk, confidentiality and data security. Continually focus on the delivery of market leading customer service to ensure that Wealthtime is highly valued by our advisers. Ensure all items received by the team are processed within the relevant SLA's and achieve the CX good customer outcomes in line with the department objectives. Ensure that any breaches and complaints logged within the department are investigated and where appropriate resolve within the required period. Ensure the team adheres to Financial Conduct Authority (FCA) regulatory requirements, and manage risk effectively. Identify, assess and resolve operational risks, regulatory processes and functions in line with Company Audit and Compliance directives. Carry out quality assurance to provide coaching and feedback to the team in line with the Wealthtime tone of voice and values. Ensure regular one-to-ones and half-yearly appraisals are undertaken with team members, ensuring development action plans are implemented, reviewed and acted upon.

About You

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Specialist skills, qualifications and experience:

Essential:

A proven track record in a senior/supervisory role or equivalent. SIPP, Drawdown, GIA, ISA and Offshore Bond knowledge. Excellent interpersonal and communication skills. Ability to prioritise work and direct others to ensure work is completed within agreed SLA's. Ability to work well under pressure, and to very tight deadlines. A proactive and innovative approach to problem solving, including persuasion, and influencing skills.

Desirable:

Platform knowledge and/or experience. Have a high-level understanding of trading (this role does not involve trading but having a high-level understanding would be beneficial). Have a high level Knowledge of CASS rules and COBs rules.

Rewards & Benefits:

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Competitive Compensation:

We offer a competitive salary that reflects your skills and contributions.

Hybrid Working:

Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus:

Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package:

You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart:

We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth:

We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health

: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security

: Prepare for your future with our Group contributory pension scheme.

Travel with Ease:

We offer interest-free season ticket loans to help with travel costs.

Giving Back:

You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth:

We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters

: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.



Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.