Service Excellence Team Leader

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About Us

At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About The Role

The Service Excellence Team is responsible for identifying and driving through changes to continually improve the service delivered by the Customer Experience (CX) department. Leading a dynamic team, this role focuses on achieving high service standards, fostering innovation, and implementing transformative initiatives.

This role champions customer-centric strategies, enhances operational efficiencies, and contributes to the company's success and growth. This role requires a proactive leader passionate about delivering outstanding customer experiences and committed to service excellence.

Service & Change Delivery

Service Implementation and Change Management: Lead the introduction, testing, and roll-out of new processes, systems, and software to ensure smooth transitions and minimal disruption.
Consumer Duty Customer Support: Address customer needs, supporting vulnerable customers, and drive through Customer Journey improvements to enhance customer experience and ensure positive outcomes.
Quality Assurance and Training Needs: Oversee the completion of the quality assurance framework on all customer interactions, including completion of quality assessments. Also identify and develop training plans with outputs from QA findings, knowledge assessments, breaches & complaints
Resource and Policy Management: Oversee the development and growth of the CX Knowledge Resource Hub and manage CX owned policies to ensure information accuracy, policy effectiveness and version control
Project and Communication Management: Manage CX related projects, coordinate customer impacting communications, and work with marketing to share positive CX stories and successes.
Escalation & Concession Management: Manage all escalations and concessions raised by the business, identifying areas for improvement. Monitor and report on CX initiatives, and work with other managers to improve service quality and efficiency.

Workload, Staff Management & Communication

Team Leadership: Allocate and monitor daily workload, motivate the team, and ensure departmental objectives are met.
Performance Management & Staff Development: Coach, manage, and develop direct reports through regular 121s and performance appraisals, ensuring compliance with risk, confidentiality, and data security procedures.
Operational Risk Management: Identify, assess, and resolve operational risks, regulatory processes, and functions in line with company audit and compliance directives.
Effective Communication: Facilitate clear and concise communication within the team, providing regular updates from leadership and project meetings.
Reporting and Feedback: Provide feedback and regular MI reports to the relevant stakeholders, highlighting areas for improvement and development.

You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

Essential

About You

A minimum of one year experience in leading a customer service-based transformation team, demonstrating implementation of processes, procedures, and training with a passion for delivering excellent service.
A minimum of one year experience in a staff management role.
A minimum of 2 years Financial Services experience.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
Good understanding of Consumer Duty and Vulnerable Customer regulations.
A proactive and self-motivated mindset.
Strong customer focus with the ability to influence team behaviours.
Excellent interpersonal and communication skills, with the ability to coach others in development.
Ability to demonstrate resilience, prioritize work, and direct others to ensure work is completed within agreed SLAs.
A proactive and innovative approach to problem-solving, including persuasion and influencing skills.

Desirable

Wrap platform knowledge and/or experience.
SIPP, Pension Drawdown, GIA, ISA, and Offshore Bond knowledge.
Six Sigma (or other) process improvement qualifications

Rewards & Benefits:

Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.

Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth: We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security: Prepare for your future with our Group contributory pension scheme.

Travel with Ease: We offer interest-free season ticket loans to help with travel costs.

Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Other

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Location:: Bath, England, United Kingdom
Salary:: £80,000 - £100,000
Category:: Other

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2 weeks ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. About Us At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek...

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