Head of Client Experience & Support

Arbuthnot Latham; Exeter; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Holiday allowance

Pension

Life Assurance

Discretionary Bonus

Cycle to Work Scheme

Gym Scheme

Health Assessment

Season Ticket / Travel loans

Dental insurance

Job summary

Arbuthnot Latham seeks a senior leader to manage the Client Support teams in Exeter, driving first-class client service for private and commercial banking clients. The role emphasizes process excellence, risk controls, and cross-functional collaboration to deliver outstanding outcomes.

The successful candidate will lead a multi-skilled team, ensure robust telephony and payment processes, and maintain high standards in line with FCA/PRA conduct.

Qualifications

• Management experience in a similar banking environment.
• Extensive client service experience with high net worth private clients and commercial businesses.

Responsibilities

• Lead day-to-day Client Support teams in Exeter with focus on client experience.
• Oversee telephone identification, product knowledge and query handling within teams.
• Ensure processes for client queries, transactional requests, payment validation and execution.
• Act as point of contact for escalated queries, errors and complaints and implement remedial actions.
• Develop a telephony matrix and call-flow structure; ensure coverage for Saturday and out-of-hours fraud service.

Job description

Arbuthnot Latham seeks a senior leader to manage the Client Support teams in Exeter, driving first-class client service for private and commercial banking clients. The role emphasizes process excellence, risk controls, and cross-functional collaboration to deliver outstanding outcomes.

The successful candidate will lead a multi-skilled team, ensure robust telephony and payment processes, and maintain high standards in line with FCA/PRA conduct.