Client Relations Manager

Salary up to £50,000 | Full-time | Hybrid working (2-3 days in office)

Introduction

Join our expanding compliance team as a Client Relations Manager, where you will oversee our complaints handling process. You will ensure that customer complaints are addressed promptly, fairly, and in compliance with regulatory standards. This pivotal role not only enhances customer trust but also drives service quality improvement and minimizes operational risks.

Why Saltus?

At Saltus, our mission is to reshape everyone’s relationship with their wealth into a positive influence for their future while alleviating financial anxiety. We strive for a workplace that inspires pride and fulfillment in our employees. Our culture is our strength, reflecting our commitment to excellence in customer service and professional growth.

We are honored to be recognized by the Sunday Times as one of the Best Places to Work in 2024 and to have won the Professional Adviser awards for the Best Financial Advisers to Work For in 2024. Join our award-winning team and contribute to our ongoing success!

Founded in 2004, Saltus is a privately owned financial planning and discretionary investment management firm, currently managing over £10 billion of client assets through our client-centric approach.

Role Overview

In this role, you will handle a variety of responsibilities within the Compliance Division, which include:
• Complaint Handling & Resolution
• Efficiently manage and resolve customer complaints and internal errors, ensuring fair outcomes.
• Guide complaint handlers during investigations.
• Lead investigations into complex complaints.
• Ensure effective logging, tracking, and closure of complaints within regulatory standards.
• Regulatory Compliance
• Adhere to FCA rules and relevant regulations.
• Stay updated on complaint handling requirements and implement necessary adjustments.
• Process Improvement
• Analyze complaint data to identify trends and areas for process improvements.
• Recommend and enact enhancements to reduce complaints and boost customer experience.
• Review and improve internal complaint-handling processes to set industry standards.
• Stakeholder Management
• Work with internal teams to address issues and share insights.
• Serve as the escalation point for complex complaints.
• Reporting & Governance
• Create regular reports for senior management about complaint volumes and performance metrics.
• Provide accurate complaint data for regulatory obligations.
• Training & Development
• Deliver training on best practices for complaint handling.
• Advocate a customer-centric and continuous improvement culture.

Who Are We Looking For?

The ideal candidate will possess:
• A passion for maintaining compliance and ensuring excellent client outcomes.
• At least 2 years of experience in complaints management.
• Demonstrated leadership skills and a commitment to team development.
• Qualifications in Financial Services (advisory or compliance focus).
• Ability to analyze data and draw actionable conclusions.
• Flexibility and eagerness to embrace diverse tasks.
• Exceptional communication skills and attention to detail.
• Proficiency in problem-solving and inter-departmental collaboration.
• A proactive approach to tasks, capable of working independently as well as collaboratively.
• Strong computer skills, particularly in Microsoft Office Suite.
• A willingness to travel to office locations as required; having a driver’s license and own transport is advantageous.

Work Environment

We offer flexible working arrangements. Ideally, you will be based out of our Bath, London, or Whiteley offices for 2-3 days each week, with the rest of the week working from home. We encourage discussions about different working patterns that might suit you.

Benefits

Enjoy a competitive salary of up to £50,000 and a comprehensive benefits package that includes 28 days of holiday (plus bank holidays and your birthday off!), study assistance, life assurance, income protection, a pension plan, and access to a flexible benefits platform.

At Saltus, we are dedicated to creating a vibrant workplace culture. If you believe our values align with yours, we would love to hear from you!

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