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Benchmark Capital · 4 weeks ago

Client Services Lead

Horsham

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Benchmark Capital is one of the UK’s leading financial planning businesses, aiming to help clients realize aspirations and achieve peace of mind. The Client Services Lead will be responsible for the professional development of Client Service Executives and ensuring they deliver an outstanding client experience while fostering a culture of continuous improvement.

AdviceImpact InvestingReal Estate Investment

Responsibilities

Ensure Client Services Executives are proficient in their roles, up to date with best practices, and working cohesively as one team. Foster a strong sense of community and collaboration by encouraging knowledge sharing and a continuous improvement mindset

Partner with the Client Services Service Manager to embed new processes effectively across the team, while maintaining accountability for overall team performance against core KPIs

Set clear goals and objectives for all Client Services Executives that align with the broader Benchmark business strategy, and regularly review progress through structured performance discussions

Monitor and manage team performance proactively, taking timely action to address any areas requiring improvement

Lead the development and delivery of training initiatives within the department. Work closely with the central Learning & Development team to identify skills gaps and track the progress of upskilling efforts, enabling tailored training solutions

Contribute actively to management meetings, sharing insights and updates on team development, performance, and process improvements

Collaborate with the Client Services Management Team and the Centralised Management Information Team to identify gaps in MI and oversee initiatives to enhance reporting and data-driven decision-making

Work in close partnership with the Paraplanning Lead to ensure effective cross-functional collaboration, aligned messaging, and consistent communication across both teams

Champion a ‘think customer’ culture throughout the department, ensuring client needs remain central to all activities and decisions

Qualification

IOC qualifiedInvestment platform experienceIMC studyingACII studyingMicrosoft Office proficiencyNumeracy skillsLiteracy skillsEnable Platform navigationServiceNow navigationAttention to detailTeam collaborationWritten communicationVerbal communication