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- Tasks: Lead the Customer Care Team to ensure exceptional service and operational efficiency.
- Company: AFH Wealth Management is a top independent financial advisory firm in the UK.
- Benefits: Enjoy flexible working, competitive holidays, bonuses, and health perks.
- Why this job: Join a supportive culture focused on professional growth and employee recognition.
- Qualifications: Experience in financial services, complaint handling, and strong communication skills required.
- Other info: Hybrid working model with opportunities for personal development and shopping discounts.
The predicted salary is between 36000 - 60000 Ā£ per year.
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Join to apply for the Customer Care Manager role at AFH Wealth Management
AFH Wealth Management is proud to be one of the UKās 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, youāll 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 ācontinuous improvementā 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 yearās 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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Other
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Industries
Consumer Services
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Customer Care Manager employer: AFH Wealth Management
Contact Detail:
AFH Wealth Management Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Customer Care Manager
āØTip Number 1
Familiarise yourself with the financial services industry, especially regulations and client protections. This knowledge will not only help you in interviews but also demonstrate your commitment to understanding the role.
āØTip Number 2
Highlight your experience in operational management and complaint handling during networking opportunities. Engaging with professionals in the field can provide insights and potentially lead to referrals.
āØTip Number 3
Prepare to discuss specific examples of how you've implemented process improvements in previous roles. This will showcase your ability to drive operational efficiencies, a key aspect of the Customer Care Manager position.
āØTip Number 4
Connect with current or former employees of AFH Wealth Management on platforms like LinkedIn. They can offer valuable insights about the company culture and expectations, which can be beneficial for your application.
We think you need these skills to ace Customer Care Manager
Some tips for your application š«”
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and operational management. Emphasise any previous roles in financial services and your skills in complaint handling, as these are crucial for the Customer Care Manager position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the financial services industry. Mention specific examples of how you've improved processes or handled complaints effectively in past roles.
Highlight Key Skills: In your application, clearly outline your strong operational skills, experience with MI analysis, and any leadership roles you've held. Use bullet points to make these stand out and ensure they align with the job description.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a managerial role.
How to prepare for a job interview at AFH Wealth Management
āØShowcase Your Operational Skills
Make sure to highlight your experience in operational management during the interview. Discuss specific examples where you've improved processes or efficiencies, as this is crucial for the Customer Care Manager role.
āØDemonstrate Financial Services Knowledge
AFH Wealth Management values candidates with a solid understanding of the financial services industry. Brush up on relevant regulations and client protections to show that you are well-versed in the sector.
āØPrepare for Complaint Handling Scenarios
Since previous experience in complaint handling is essential, be ready to discuss how you've managed customer complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
āØCommunicate Clearly and Confidently
Excellent written and verbal communication skills are a must for this role. Practice articulating your thoughts clearly and confidently, as this will reflect your ability to lead the Customer Care Team effectively.
