Morgan Lloyd

Morgan LLoyd

Morgan Lloyd was established in 2003 to provide professional Pension Trustee and Administration Services for Small Self Administered Schemes (SSAS) and has enjoyed significant organic growth since this date.

We are currently looking for a Customer Service Team Leader

Customer Service Team Leader logo

Closing date: 31-07-2019

Morgan Lloyd is looking for a Customer Service Team Leader to manage a new and growing team. With the introduction of the Viewpoint Platform and the goal to work with more Financial Advisory firms over the next 12 months Morgan Lloyd requires a team leader to recruit and develop a customer service
team.

The details of the role are as follows:

Job Description

  • Day to day management of the Customer Service Team
  • Assist with developing existing relationships with financial adviser firms to promote Morgan Lloyd products
  • Attend regular ML management meetings providing feedback on ongoing work, performance and resource.
  • Conducting PDRs for team members
  • Complete regular team meetings
  • Manage training and competence programme for the team
  • Monitor completion of work by team in line with company SLAs and KPIs
  • Assist with planning of team resource and identify new roles
  • Conduct interviews for potential new candidates along with administration manager
  • Contribute to the ongoing streamlining of ML processes and procedures
  • Create specifications for changes to back office CRM, test changes and roll out training to the team
  • Contribute to strategy for delivering SIPP and platform products to financial advisers including development of online customer journeys
  • Day to day liaison with third party providers for white labelled SIPPs, Viewpoint Portfolio platform and investment partners
  • Manage effective communication between ML and financial adviser firms
  • Promote the Total Customer Satisfaction ethos of the company
  • Attend meetings with SIPP and platform suppliers and partners
  • Audit files and monitor accurate completion of records and data quality within with team
  • Ensure all work is completed in line with HMRC and FCA regulations

Desired Skills and Expertise

  • Strong background in pensions and customer service including providing services to financial advisers essential
  • At least 6 years’ experience in the financial services industry, preferably in a wrap platform or pension administration firm
  • Understanding of wrap platforms and model portfolios
  • Knowledge of HMRC legislation and FCA regulations
  • Leadership and mentioning skills
  • Ability to prioritise and work to deadlines
  • Good planning and organisation skills
  • Excellent IT skills

Salary range: £28,000 – £35,000



If you are interested in applying for the position or would like more information please contact by email Luke Walker
or call 01275 379270.