Personal Investing Client Concierge Manager

08 Mar 2018
05 Apr 2018
Contract Type
Full Time

About Fidelity International

Fidelity International offers world class investment solutions and retirement expertise. We are a privately owned, independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help our clients achieve their financial goals.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

Key Responsibilities

  • Responsible for the day to day management of the Personal Investing Client Concierge (PICC) team and the London Investor Centre (LIC) team
  • PICC - an outbound sales and service team who proactive call customers who have expressed an interest in our proposition and may require additional support to come onto the platform
  • LIC - team based in the London Investor Centre who support clients with administrative queries and who meet with clients to provide guidance based educational discussions
  • Available to assist the team with queries and problem resolution where required
  • Ensure sufficient cover is in place to ensure all areas of work are adequately resourced and monitored at all times
  • Drive a client centric culture ensuring high-quality standards are maintained
  • Handle escalated client issues, escalating further where necessary and briefing management
  • Carry out call/email quality monitoring remotely and side by side to enhance the quality of team members
  • Manage the execution of outbound marketing campaigns and analyse the success of these
  • Lead and deliver projects

Experience and Qualifications Required

  • Proven Financial Services sales and service experience
  • Knowledge and experience of working in an outbound sales business preferred
  • Ideally some experience of managing staff performance
  • Understanding of risk management and working within a compliant environment
  • Good product and industry knowledge
  • Excellent communication and interpersonal skills
  • Good administrative, planning and organisational skills, with attention to detail
  • Collaborative approach - ability to work well with others, communicating effectively and succinctly
  • Problem solving skills - ability to deal effectively with problems or questions posed by the team and key stakeholders

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