Client Liaison Manager

Job Description

Summary of Job Purpose of the The Client Liaison ManageThe Client Liaison Manager plays a vital role in a fast-paced business development team by overseeing all aspects of our Client Liaison operations and feeding into our marketing and business development plans and broader business strategy.As Client Liaison Manager, your most important role is leading and motivating a team to ensure theyre delivering our inbound and outbound call requirements and giving the best customer service possible. In this role, you will also lead from the front in undertaking inbound and outbound calls and appointments, responding to customer questions and guiding them to the appropriate service or point of contact (as a broad guideline we would expect 30-50% of this role will involve direct contact with customers and introducers).The main areas of the The Client Liaison Manage are summarised as follows:Customer Services and Leadership: · Lead and motivate the Client Liaison Team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance in line with team and individual targets.· Recruit, develop and retain the best available talent and provide coaching, training and constructive feedback on a regular basis, engaging with HR tools and ensuring the team maximises its contributions to the business.· Create and maintain an environment that attracts, retains, and motivates staff, along with a culture that empowers them to put clients first.Management of delivery and performance: · Working across the business, engage with teams and projects to deliver Client Liaison activity, working with Head of Marketing and Director, Business Development to prioritise demands based upon business requirements.· Delivery of individual inbound and outbound calls and appointments, responding to customer questions, resolving issues and guiding them to the appropriate service or point of contact (as a broad guideline we would expect 30-50% of this role will involve direct contact with customers and introducers).Customer Engagement and Insight: · Inform improvements to Client Liaison processes and the customer experience, ensuring the Team is a fully functioning insight engine, that feeds into overall marketing and business development strategy. · Work with our systems and software, identifying issues and gaps to deliver our requirements, whilst improving the customer journey.Key Accountabilities of the The Client Liaison Manager1. Management of Client Liaison team· Building each team members objectives and personal development plans - operating within Performance Management System and engaging with other HR tools and processes available to establish clear, measurable objectives of performance and setting out clearly what should be achieved and by when.· Review and ongoing identification of training needs at a team and individual level, ensuring that call monitoring is undertaken, training logs are maintained, appropriate training is delivered. and the team knowledge, personal development actions and processes are up to date.· Ongoing 1:1 and formal reviews completed at a team and individual level (at least monthly, more often where appropriate), with any performance issues identified and taking proactive action to bring performance in line with team and individual targets.2. Delivery and performance· Ensuring that each member of the team is fully briefed, tested and signed off on all relevant Helplines and campaigns, including delivering briefings, writing scripts, providing training, role playing and job shadowing / live call monitoring.· Daily distribution of workloads, working with Head of Marketing and Director, Business Development to prioritise demands based upon business requirements, ensuring that each member of the team delivers their required tasks. · Delivery of individual inbound and outbound calls and appointments, responding to customer questions, resolving issues and guiding them to the appropriate service or point of contact (as a broad guideline we would expect 30-50% of this role will involve direct contact with customers and introducers).· Delivery of management information and presentations to internal stakeholders.· Delivery of ad hoc duties that may be required by your role and the business.3. Customer Engagement and Insight: · Providing commentary and insight on issues that inform improvements to Client Liaison processes and customer experience. Creating a culture and process within the team that gathers insight from calls and feeds into marketing and business development actions.· Working with our systems and software, identifying issues and improvements on an ongoing basis to assist us in delivering our objectives.· Regularly communicate campaign performance to internal stakeholders as required, via our formal management information processes and reporting of issues on an arising basis.4. Regulatory, Compliance and Governance: · Operational procedures and policies should be kept up to date and fully adhered to by each member of the Client Liaison team, with the aim of the team achieving a zero error rate. Writing, training and embedding of new operational procedures and team processes where required.· Ensuring individual and team compliance with policies, FCA requirements, relevant marketing legislation, the Data Protection Act 2018 (DPA 2018) and the General Data Protection. Regulation (GDPR), Privacy and Electronic Communications Regulations and other relevant Information Commissioners Office Codes of Practice. Required skills

Keyskills :
manager financial services