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- Tasks: Lead the Customer Care Team to ensure exceptional service and operational efficiency.
- Company: Join AFH Wealth Management, a top independent financial advisory firm in the UK.
- Benefits: Enjoy flexible working, competitive holidays, a pension scheme, and health perks.
- Why this job: Be part of a supportive culture focused on growth and customer satisfaction.
- Qualifications: Experience in financial services, complaint handling, and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
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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Customer Care Manager employer: Wapiti
Contact Detail:
Wapiti Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Familiarise yourself with the financial services industry, especially the regulations and protections in place for clients. This knowledge will not only help you in interviews but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Showcase your operational management skills by preparing examples of how you've improved processes or handled complaints in previous roles. Be ready to discuss specific strategies you've implemented that led to better customer outcomes.
✨Tip Number 3
Network with professionals in the financial services sector, particularly those in customer care roles. Engaging with them can provide insights into the company culture at Wapiti and may even lead to referrals.
✨Tip Number 4
Prepare to discuss your leadership style and how you motivate teams. Think about examples where you've set clear goals and monitored performance, as this aligns closely with the responsibilities of the Customer Care Manager role.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and operational management. Emphasise any previous roles where you managed teams or improved processes, as these are key aspects of the Customer Care Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the financial services industry. Mention specific examples of how you've handled complaints or improved customer outcomes in past roles.
Showcase Communication Skills: Since excellent written and verbal communication skills are essential for this role, ensure that your application is free from errors and clearly articulates your thoughts. Use professional language and structure your application logically.
Highlight Continuous Improvement Experience: Discuss any experience you have with process analysis and continuous improvement strategies. Provide examples of how you've implemented changes that led to better customer outcomes or operational efficiencies.
How to prepare for a job interview at Wapiti
✨Know the Company Inside Out
Before your interview, make sure to research Wapiti and AFH Wealth Management thoroughly. Understand their values, services, and recent news. This will help you tailor your answers and show genuine interest in the company.
✨Demonstrate Your Operational Skills
As a Customer Care Manager, you'll need strong operational skills. Be prepared to discuss your experience with process development, complaint handling, and team management. Use specific examples to illustrate how you've improved efficiency in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service approach. Prepare scenarios where you've successfully managed complaints or improved team performance. This will showcase your practical experience and thought process.
✨Showcase Your Communication Skills
Excellent written and verbal communication is crucial for this role. During the interview, articulate your thoughts clearly and confidently. You might also want to prepare a brief summary of your career achievements to present effectively.
