Manager – Bestinvest

Job Description

What will you be doing?

We’re seeking a talented individual to join our Operations team in Liverpool. You will be responsible for leading and motivating the Client Relations Executive team. You will manage and coach the service and performance delivery of this telephony led team, supporting our Bestinvest client base.

Responsibilities

• Monitor, evaluate and develop performance of the team measured against a distinct and clear set of KPIs
• Deliver service excellence through voice and online communication functions, monitor and report on the regulatory requirements of the team primarily through call listening and file review
• Aid and assist client retention, contributing to the wider client experience strategy
• Drive client advocacy of Bestinvest as a brand
• Identifying training needs and executing individual plan
• Escalation point for complaints & expressions of dissatisfaction

Qualifications

• Recent experience in a team management role, managing telephony-based sales teams
• Previous experience working within a targeted environment
• Understanding of coaching models and how to drive individual performance whilst embedding positive morale and culture
• Passion for coaching and service delivery
• Outstanding ability to think creatively, identify and resolve problems
• Data driven with excellent attention to detail and the ability to effectively multi-task in a deadline driven atmosphere
• Attained or working towards CISI IOC qualification

Benefits

• Private medical insurance
• Life assurance
• Pension contribution
• Generous holiday package
• Option to purchase additional holiday
• Shared parental leave

We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.

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