We are recruiting a CSE Team Manager.

Reports to:

Connect Team Relationship Manager



Hours of work:

35 hours each week

SMCR Function:

This is a conduct role

Purpose of role:

The main focus of this position is to lead and develop a team of Client Service Executives across a specified office or group of the Company’s offices. Reporting into the Connect Team Relationship Manager, the role holder will support in the delivery of a telephone and digital based client service team, providing outstanding client experiences and working closely with our Connect financial advisers to ensure continued delivery of our ongoing service proposition.

Key Responsibilities

  • Assume line management responsibility for a team of Client Service Executives.
  • Accountable for the day to day work flow management of the Client Service Executives for which the role assumes responsibility.
  • Ensure the delivery of a first class client service experience, considering best practice and continuous improvement in terms of service delivery by your team.
  • Identify training and development needs and implement appropriate solutions and/or performance management.
  • Measure and develop team goals and objectives and deliver against team based targets.
  • Oversee the quality checking of work across the CSE team for which the role assumes responsibility.
  • Provide expertise and act as a point of referral for complex client queries associated with allocating an adviser.
  • Identify areas for process and system improvement and work with the Connect Team Relationship Manager to effectively explore and implement new digital/telephone system solutions.
  • Accountable for the successful integration of new digital/telephone leads into the business.
  • Prepare and deliver value adding MI as required by the Connect Team Relationship Manager.
  • Work with our Marketing and Commercial team to implement an effective digital led integration journey for newly acquired clients into the business following acquisitions.
  • Ensure Ascot Lloyd processes are maintained and documented and where new systems are introduced, the relevant processes are updated or created.
  • During any new system or process change, you are responsible for checking the consistency of roll out and delivery by your team.
  • Responsible for any other relevant tasks as appropriate.

SM&CR Responsibilities

As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.

Individual Conduct Rules

  1. You must act with integrity
  2. You must act with due care, skill and diligence
  3. You must be open and co-operative with the FCA, PRA and other regulators
  4. You must pay due regard to the interests of customers and treat them fairly
  5. You must observe proper standards of market conduct
  6. You must act to deliver good outcomes for clients

Experience & Skills Required

  • Demonstrable, extensive experience in a telephone/digital based client service environment, including in a supervisory or managerial capacity.
  • Experience of supporting and developing junior team members.
  • Confident driving through system and procedure changes.
  • Experience in a sales based target driven environment.
  • Excellent interpersonal skills.
  • Ability to effectively prioritise workload.
  • Excellent communication skills, both written and verbal.
  • Proactive and organised.
  • Tenacious and able to see things through to completion.
  • Able to respect client confidentiality.
  • Ability to quickly gather appropriate information.
  • Keen attention to detail, accurate data entry and record keeping skills.
  • Sound knowledge of the financial services sector.
  • Computer literate, including Excel to a high level
  • Experience is dealing with call centre telephone systems.

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