Become the Private Client Service Support Team Manager  for the Charities Aid Foundation (CAF). You will be an integral part of our award winning team, supporting some of our most VIP clients to achieve their philanthropic goals whilst utilising CAFs Donor Advised Fund services

Main Purpose of Job:

• To manage the workflow of the Private Client Support Team in pursuit of delivering an outstanding client experience.

• To line manage the team of Private Client Service Support, collaboratively managing the administrative and transactional tasks assigned.  

• To form part of the resource available within the PC Support team.

• To own the delivery of effective workflow and process management of the tasks and responsibilities assigned to Private Client Service Support team, and be accountable for the delivery of key tasks in accordance with deadlines

• To be the main liaison between the Private Client support function and other key teams at CAF including Finance, KYC, and Charity Verification

• Work with the  Senior Private Client Manager – Service Excellence Lead to support with the development and delivery of operational and process improvements for Private Clients – Trusts, CADF and Legacies.

• To develop transitional tools and processes to accommodate business demand now and in the future.

• Lead on the design and implementation of training and development plans for the Private Client Service Support team, maintaining personal skills matrix to drive training and development.

• To provide support to Senior/Private Client Managers who manage CAF’s Key Private Clients.

• Design and implement key communications to be delivered to external parties, including Private Clients, their advisors and beneficiaries.

Outline of Role Responsibilities

• To manage and delegate the workload of the Private Client Service Support Team, including enquiries and distribution of client, charity and PCM requests, continuously assessing and supporting the team throughout adapted priorities.

• Undertake full line management of the Private Client Service Support team, currently 5 FTEs. This will include ongoing 1-2-1s, written follow up, designing and facilitating development plans and annual reviews. Monitoring individual performance and providing constructive guidance and feedback throughout.

• In the absence of the Senior/PCM, deputise for and work with the Support team and PCMs for client enquirie

• To provide reporting to Senior Managers as required in support of the Private Client strategy and team objectives. Rolling out and monitoring of designed Support team service delivery.

• Develop and maintain set SLAs for the Support team to work towards, including high standard of phone and email service, externally and internally.

• Network internally and externally to raise the business profile of the Private Client Support team, to enhance knowledge in subject matters and to assist with innovation and delivery of re-designed internal processes.  

• Design, develop and deliver applicable induction and training plans for new Private Client Support team staff members.

• Continually deliver a high quality experience of service, both proactive and responsive, to ensure that clients and beneficiaries are always highly satisfied with the service provided. Identify areas of improvement and development.

• Contribute to CAF's revenue generation through the retention and expansion of existing accounts and the development of new business through the promotion of CAF's services, for example:

-       Identification and management of accounts that require a more comprehensive client relationship service.

-       Identification and management of accounts that no longer operate within the guidelines

-       Identification of inactive accounts and re-establishing contact with clients to understand ongoing charitable giving plans and requirements

• Maintain awareness of, and adhere to all relevant policies and procedures that fulfil our legal/regulatory requirements (e.g. Data Protection; Anti Money Laundering, FCA) and internal CAF policies (e.g. Complaints procedure; Data Standards)

• Development of philanthropy knowledge and liaison with charities and causes supported by your clients, in order to give them the best service.

• Continuing education through seminars, networking events, conferences and related training (both specific and general Private Client & Philanthropy) to enhance skills and sector knowledge to contribute towards the clients experience of CAF and for own personal development.

• Lead and be proactive in the suggestion and development of new work processes and procedures, assisting with the implementation of solutions where required to continually improve client experience.

• To participate  in the performance management  system by

-       Achieving personal and team goals as agreed with Line Manager

-       Giving and receiving feedback

-       Gathering evidence to support performance

-       Supporting less experienced team members with training and guidance as required

-       Ensure confidentiality in all matters, and recognise that any breach of this confidentiality will be treated very seriously

CAF Behaviour Framework

 The CAF behaviour framework sets out in a transparent and consistent manner the explanation of the performance expectations of all CAF People. Through the use of common language and common standard, it combines a set of behaviours with the required technical skills and knowledge needed to effectively perform in any given role in CAF.  This framework is used for the assessment, management and development of performance of all our people across CAF  

Please note that successful candidates will be interviewed on a rolling basis. There is no closing date, but we reserve the right to close this application once the position has been filled.