The Client Relations department is a critical function within an organisation as it's responsible for building long lasting relationships with key clients. The Client Relationship Manager will play a key role in ensuring this area of the business operates with a smooth efficient service that meets the expectations and needs of clients.
In addition, it is the Client Relationship Manager's responsibility to ensure that the day-to-day activities for which they are delegated are completed effectively, within set timescales and to meet agreed service levels.
The Client Relationship Manager will act as a point of contact between the client and the organisation and will be responsible for maintaining a positive relationship.
Dealing with incoming queries via both telephone and email. Ensure queries are answered in a timely manner with appropriate responses
Building positive and productive relationships with clients for business growth
Scheduling tasks, meetings, telephone calls using the company's CRM
Liaise with other team members and present findings to the relevant Head of Department
Provide client support and handle client communications effectively
Deliver great service levels and manage key client accounts to achieve business goals
Work alongside the sales team to ensure the company has clear goals and ensure sales growth is monitored
Develop new strategies to improve client satisfaction
Administrative duties including MI reconciliation, portfolio position reviews, new fund onboarding
Liaise with new platform providers, research platform functionalities and manage the integration
Understand the products & services of the company and maintain up-to-date knowledge
Perform trading activities on wrap platforms in accordance with instructions from the Head of Client Relations and/or Investment Team
Log feedback, complaints and identify resolutions
Spot opportunities for new business and refer them to the Sales Department
Communication - Excellent communicator, organised, knowledgeable and technically minded. Verbal and written communication to call, email and meet with clients
Organisation - Ability to prioritise and manage tasks/projects
Teamwork - Motivated to work using own initiative and as part of a team
Knowledgeable - Ability to effectively handle technical enquiries from EBI clients efficiently, using available resources and meeting service standards agreed with clients. Knowledge of the financial service industry and specifically knowledge within financial advice practices
Customer Service - Experience in a sales role with the ability to identify leads and opportunities. Advanced customer service skills with the ability to build relationships and maintain key accounts