Customer Care Manager

Wapiti; Bromsgrove; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial advisory firm in Bromsgrove is seeking a Customer Care Manager to oversee the Customer Care Team, ensure exceptional customer outcomes, and improve operational efficiency. The ideal candidate will have strong operational management skills, experience in financial services, and excellent communication abilities. This full-time role offers hybrid working and competitive benefits.

Benefits

Flexible working

Annual bonus

Contributory pension scheme

Health and wellbeing benefits

Professional development opportunities

Shopping discounts

Qualifications

• Experience in a financial services environment.
• Understanding of industry regulations and protections for clients.
• Previous line management in an operational environment is essential.

Responsibilities

• Manage the Customer Care Team and set clear goals.
• Develop operational efficiencies through process analysis.
• Oversee the customer feedback process.

Skills

Operational skills

MI analysis

Communication skills

Complaint handling

Job description

AFH Wealth Management is proud to be one of the UK's leading independent financial advisory and wealth management firms.

We believe that our success starts with our people. If you are determined to succeed and eager to take on new challenges, you'll find a variety of exciting career opportunities at AFH. This is a full-time, permanent opportunity, with hybrid working, and a competitive salary and range of benefits.

The purpose of the Customer Care Manager is to play an essential role in ensuring we provide for exceptional customer outcomes in the delivery of advice and our services, through targeted operational management of both team members and team processes.

As Our Customer Care Manager, You Will Typically

• Develop and maintain comprehensive knowledge in breach and complaint system processes and wider operational processes across the business
• Be responsible for the creation of operational efficiencies through process analysis and application of ‘continuous improvement' strategies
• Oversee the customer feedback process, determining when appropriate to remediate further and co-ordinating as required
• Manage the Customer Care Team with the responsibility of setting clear goals and objectives, and monitoring the performance and development of the team
• Organise workflow and ongoing monitoring towards team and individual productivity targets to ensure successful achievement of overall department strategy
• Assistance with any wider departmental function as required.
  
  

What we are looking for in our ideal Customer Care Manager:

• Strong operational skills and experience, including recording keeping, MI analysis and process development
• Experience in a financial services environment, with an understanding of how the industry is regulated and the protections clients are afforded
• Previous experience of line management in an operational environment is essential
• Previous experience in complaint handling
• Excellent written and verbal communication skills.
  
  

Benefits And Perks At AFH

• Flexible working & holidays - Enjoy flexible working and competitive holiday allowance, with annual buy & sell scheme options and your birthday off. Plus, additional holiday days for long service.
• Social perks - To recognise and celebrate employees' great work we are all invited to our annual Christmas and Summer parties.
• Pension - We offer a contributory pension scheme with Royal London as well as death-in-service benefit.
• Bonus scheme - All AFH employees are offered a competitive salary and a discretionary annual bonus, following completion of a year's service.
• Health and wellbeing - The MediCash app puts your health in the palm of your hands. Claim cashback on a wide selection of health and wellbeing initiatives, including discounted health club memberships and free healthcare benefits.
• Professional development - We are committed to helping you reach your potential by offering tailored learning and development programmes to pursue your career goals.
• Shopping discounts - Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses.
  
  

Apply today to register your interest in joining our team, or learn more about the benefits and perks of working at AFH and what it is like to work here via our careers website.

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