Client Servicing Lead

Hours: Full-time

Location - London / Hybrid (3 days in office)

Salary - up to £35,000

Working as part of an Appointed Representative of St. James’s Place Plc. The Practice is well established and highly successful.

Overall Job Purpose – Client Servicing Lead

The Client Servicing Lead will oversee all aspects of client services, across all Advisers and Clients, and will play a pivotal role in delivering the Practice’s “Brand Promise” to Clients. This role is crucial in ensuring that the Client experience aligns with the Practice's values and commitments. The Client Servicing Lead will collaborate with Senior Management, Financial Advisers, Paraplanners, Administration and the Operations Management Team to enhance Client engagement initiatives and provide a bespoke Client experience.

Principal Duties - Client Servicing Lead

• Leading the onboarding of new Clients and managing the end-to-end onboarding process, including Client Online Account education and user setup.
• Training new advisers and advisory support team on relevant areas relating to Client Servicing and annual review maintenance.
• Utilising Client survey data to proactively suggest improvements and address areas of concern with senior management.
• Taking ownership of Client segmentation within the Practice, assisting Advisers with conducting segmentation exercises, and ensuring accurate recording in Salesforce.
• Leading the client transfer process for the Practice ensuring transactions are processed correctly and within SLA’s.
• Assisting the Executive Assistant with the organisation of client events and webinars as required.
• Managing incoming telephone calls & client servicing mailbox, working closely with the relevant teams to ensure accurate and timely responses to clients.
• Managing Client queries through to completion, this may include issuing wealth accounts, valuations and referring to stakeholders to deal directly with SJP Admin.
• Proactively escalate any unresolved Client issues to the line manager and relevant stakeholders.
• Support with client-servicing focussed projects and tasks, including Surveys and ad-hoc strategic projects.

Person Specification - Client Servicing Lead

• Minimum of 4 years' experience of working within financial services.
• Good GCSE or A Level results and proficient at all IT packages.
• Strong numerical and written communication skills.
• Excellent organisational and administration skills.
• Ability to proactively use initiative to problem solve and anticipate next steps.
• Demonstrable experience of building rapport and interacting with clients effectively.
• A driven individual with a focus on Client service and leading a high-performance culture.
• Adaptable to change management plans and advocate to business initiatives.
• Confidence and ability to influence senior stakeholders.

St. James’s Place plc (SJP) is a leading, a highly regarded FTSE 100 Wealth Management company which distributes a range of Investment and Retirement products and financial solutions to a High Net Worth client base. SJP has funds under management in excess of £190.2bn. This business is well established and highly successful.

Please note that this Partner Practice will conduct a standard Financial and Identity check on any candidates who are offered a role within this Practice.

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