Client Services Manager

Remote 12 Month Fixed Term Contract (Potential to extend) Salary Circa 45,000, plus benefits Sterling Williams are working alongside a great financial Institution looking for a Client Services Manager to join the team, to act as primary liaison between the business and their clients, they are responsible for the day-to-day management of all client interactions, service delivery, and client records. Key role in helping to maintain and grow exiting and new clients, building a partnership approach to all relationships, and helping to promote and secure the reputation. Responsibilities (including, but not limited to): Support the day-to-day client interactions, being a first point of contact for clients. Provide a timely and professional email and telephone response to all. Meet clients face to face and virtually to capture feedback from clients and manage expectations. Develop trusted relationships with existing clients Chair service review meetings as per the client engagement schedule Produce and distribute service review packs, providing commentary to support KPIs and SLAs Accurately capture and document client change requests. Effectively and efficiently use the CSM system to provide excellent service Log and monitor completion of client actions. Support and coordinate onboarding, implementation and operational delivery. Work closely with all Operations teams to make our clients' experiences seamless. Prepare product and change documentation for relevant committees. Help build strong working relationships with clients to build and promote a partnership approach. Support the maintenance of client communications, client communications, external publications, and marketing material, including social media and website, to build brand awareness and reputation. Form a respected working relationship with key stakeholders (i.e. Internal teams, Auditors, Depositary and Investment Managers), and other third parties as necessary. Identifying client needs and communicating them to the business and aiding in delivery of a solution. Support team projects, changes and initiatives. Ensure all deadlines, both regulatory and any SLA agreements, are met. Work accurately and efficiently according to procedures and processes. Fully comply with legal requirements, industry regulations, organisational policies, and professional codes. Participate in the culture of on-going process enhancements and reviews, which add value to the reporting and outputs produced by the department. Support the brand and social media presence, maintaining data and publications. Embrace and demonstrate core values in accordance with our, standards, values and guiding behaviours. Other ad-hoc tasks as and when required by your manager or another senior management. Soft Skills Confident and professional communicator, both verbal and written, with the confidence to liaise with a variety of stakeholders. Ability to build professional working relationships through sound interpersonal skills. An aptitude for solving problems and the tenacity to get results Effective time management skills, including the ability to prioritise conflicting workloads to meet strict deadlines Demonstrable integrity, confidentiality, and professionalism. Flexible approach and a "can do" attitude. Demonstrates an organised and methodical approach. Technical Skills and Qualifications Required Education to degree level or equivalent. Those without school qualifications must be able to demonstrate aptitude at an equivalent level. 5+ years prior experience in customer facing roles within a similar role. Sound working knowledge of collective investment schemes, products, fund administration, and UK financial regulations. Experience of taking lead responsibility for delivery. Industry qualifications such as CISI IOC, or relevant. Intermediate level proficiency in Microsoft Word and Excel TPBN1_UKTJ

Created: 2025-11-03