We require a New Client Liaison Senior Manager, to lead the New Client Liaison team and take responsibility for delivering clarity on all new to group business via robust, regular reporting and tracking. The post holder will help Killik & Co grow by delivering an exceptional first impression for potential clients by identifying and directing prospects to whomever is best able to help them.

Key Accountabilities

Delivering the best possible first impression for potential clients
• A key representative of the business and first point of contact for future clients of Killik & Co
• Deliver the best initial interaction with clients by taking a holistic and empathetic view of their needs and reasons for contacting Killik & Co
• Dedicated point of contact for clients via telephone and email on our SILO Platform – our soon to be launched Savings and Investment App.
• Ensure all enquiries are answered within 24 working hours

Directing clients to the right service
• Gain an initial, light touch understanding of what each new client is looking for before directing them to the right person to speak to or meet with
• Gather essential information during enquiry stage to enable prospect to move easily through each stage of on-boarding

Keeping track of each client as they come into the business:
• Keep track of each client as they move through the business to aid conversion ratios by creating and maintaining correct, up to date records on which analysis can be done
• Support the Investment Manager or Planner in following up with all potential leads and securing first meeting or engagement
• Ensure that all client and CRM data is in order from the outset before passing the lead to the end Manager
• Track key metrics such as conversions in addition to qualitative metrics such as feedback
• Critically asses data sets and trends to spot opportunities and patterns in prospect activity to be communicated to wider Experience and Marketing team for action
• Responsible for submission of Monthly Prospect Report to Client Experience Manager

Pro-Activity: identifying opportunities for improvement
• Oversee all activity undertaken by the New Client Liaison team
• Maintain a keen eye for detail and a passion for doing an outstanding job by identifying opportunities to continually improve the Client Welcome experience

Competencies / Skillset

• Getting Things Done and ability to deliver all of the above
• Team Working
• Communication & Sharing Knowledge
• Customer Service: impeccable, always.
• Effectiveness, Adaptability and working across the team
• Leadership: acting as a leader and benchmark for behaviour across Killik & Co

• Killik & Co Knowledge
• Industry Knowledge
• Financial Knowledge
• Getting Prospects to the right place
• Active Listening
• First Impression creation
• Organisation and Implementation

Qualifications / Experience Required

• Interest in Customer Services
• Professional Investment Qualification desirable but not essential
• Client Facing experience in Investment Management capacity desirable
• Line Management experience
• Ability to prioritise under pressure
• Excellent Planning and Organisational ability
• Proactive Approach

Contractual Hours

37.5 hours per week, Monday to Friday
Worked on a rota basis between the hours of 8.00am to 6.00pm as required

Get In Touch

Please send a CV and covering letter to recruitment@killik.com with the subject title of the role you are applying for.

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