This is an excellent opportunity to join our growing business and be a crucial member of the Boolers Team. Previous experience in Client experience management is essential for this role.

Our business

Having welcomed clients since 1983, the business has grown organically over the years by putting clients at the core of our proposition. By providing excellent service and outcomes for clients we have achieved significant growth and now look after in excess of £1bn of client assets.

We strive to recruit, develop, and retain individuals who share our vision and values and who want to make a valuable contribution to the continued success of our business. We encourage staff progression which could ultimately include the future opportunity of taking part in equity ownership in the business subject to business need and individual assessment. A key part of the business’s succession planning has been developing ambitious employees who wish to take part in the most fundamental of ways i.e., partnership.

Our office is based in Enderby, Leicestershire and we service high net worth clients across the UK. We look to build long term client relationships based on trust, professionalism, and support which is echoed in our staff approach. This year we were delighted to receive for the third time a “Best Financial Advisor to Work for” award by Professional Advisor, following their review of our company policies and anonymous staff feedback.

We are committed to the highest standards of knowledge and skill as demonstrated by our Chartered Status. Our employees are consistently encouraged and supported to challenge themselves and to develop their qualifications.

Our business has grown on a foundation of excellent service, high standards of advice and a commitment to treating both staff and clients with the utmost respect.

Main Tasks

This newly created role will be responsible for the oversight of our client experience at every touchpoint throughout their journey. This role is essential in delivering high-quality outcomes and ensuring consistency and excellence throughout our business, building strong relationships across the business to create a unified approach to optimising client experience.

• Review existing processes and procedures to identify gaps, inconsistencies, and potential improvements along the client journey.
• Complete research and analysis to understand customer needs, preferences, and pain points.
• Design and optimise customer journeys to ensure a seamless experience, to include optimising the use of technology and providing a personal, expertise led service.
• Develop and implement strategies to enhance client experience.
• Monitor business performance against KPIs to ensure high standards of service are continually delivered. E.g. meeting notes.
• Monitor customer satisfaction through regular surveys and ad hoc feedback, sharing best practice and identifying areas of improvement.
• Train and educate our employees on our business standards, excellent interpersonal skills, communication and the delivery of exceptional customer service.
• Facilitate the sharing of knowledge and best practice to develop all employees.
• Keep up to date with industry trends and best practice to ensure Boolers offering remains competitive.

Qualifications & Work Experience

Essential

• At least 5 years’ experience in a dedicated customer experience manager role.
• Process improvement qualification e.g. Six Sigma
• Training and development qualification.
• At least 5 years’ experience of designing and delivering customer service training.
• At least 3 years’ experience of customer journey mapping and delivering continuous improvement initiatives.
• At least 3 years’ experience of leading customer excellence projects.
• At least 3 years’ experience of research, analysis, monitoring and improvement of customer satisfaction.

Desirable

• Previous experience within financial services sector.
• Keen interest in AI and its applications.
• Willing to undertake further study to improve technical knowledge.

Remuneration and benefits

• Salary – circa £55,000, dependent on qualifications, knowledge, and experience.
• 2 x salary life assurance
• Pension – 5% employer contribution – Increasing incrementally in recognition of service. Salary sacrifice scheme available.
• 24 days’ holiday – Increasing incrementally in recognition of continuous service.
• Health Cash Plan Scheme
• Free Parking
• Hybrid Working Scheme – Following completion of initial training and induction.

To discuss joining Boolers, please call Katie Lunn, HR Assistant on 0116 240 7064,

alternatively apply today by sending your CV with a covering letter to klunn@boolers.co.uk  

Closing date for applications: 24 January 2025