ВеликобританияClient Services Analyst (12 Months FTC)
5 дн. назад
Великобритания
Support external investors and internal sales to retain and grow assets under management by delivering excellent client service.
Условия
- You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
- Be part of a growing and innovative team
- We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.
- At , high performance means living our values every day:
Другое
- Since 2004, we’ve been bringing investment ideas to life and connecting capital with the right people and opportunities. Today, we manage more than £2.5 billion for a broad range of investors across five key investment strategies: Private Credit, Social Housing, Clean Heat, Energy and Venture. These strategies underpin the innovative range of investments we offer to both private (retail) and institutional clients.
- There are 230+ employees at , all committed to leaving the world demonstrably better than we found it. That’s why we’re a certified B Corp, signed up to the Principles for Responsible Investment, and were named a Sunday Times 'Best Places to Work 2025 & 2026' .
- The Client Service team sits within Distribution and plays a pivotal role in supporting both our external investors and internal sales colleagues. We are a team of nine, committed to delivering excellent service, ensuring retention and growth of ’s assets under management, and helping investors feel confident and well supported throughout their journey with us.
- The purpose of the Distribution team is to raise and retain assets under management (AUM) for to help drive the growth of the business. We accomplish this by providing innovative financial solutions that support financial advisers in helping people with their financial goals. We aim to be a trusted partner and are committed to building relationships built on trust, transparency, and integrity.
- The Client Service team sits within Distribution and plays a pivotal role in supporting our external clients and internal colleagues. We are committed to delivering excellent service, ensuring retention and growth of ’s assets under management, and helping investors, advisers and their support staff feel confident and well-supported throughout their journey with us.
- This role exists to own the online client experience across ’s portals and digital touchpoints. The Client Service Analyst is the go-to person for advisers, paraplanners, support staff and investors navigating our online platforms: activating access, resolving queries, and making the digital journey as smooth and frustration-free as possible.
- This is a fast-paced, relationship-driven role. The person in it will be known across Distribution as the first call when something isn’t working, and they’ll take pride in turning things around quickly.
- Own the end-to-end portal experience for advisers, paraplanners, support staff and investors - including activations, access queries, document location and account navigation.
- Handle all portal-related queries with a target turnaround of 24 hours.
- Act as the primary liaison between the Client Service team and the Digital & Technology (D&T) team - triaging issues, escalating bugs, and tracking resolution.
- Build and maintain a library of clear, one-page process guides in collaboration with D&T - giving clients and internal colleagues quick-reference fixes for common issues.
- Spot and log patterns in recurring queries, errors or portal difficulties, feeding trends back to D&T and the wider team to drive continuous improvement.
- Recognise when a query or issue requires senior input and escalate promptly to the Client Service Manager - developing good judgement around when to act independently and when to involve others is a key part of the role.
- Be a visible, approachable and well-known point of contact within Distribution for all things digital and portal-related.
- Pick up the phone. Respond proactively rather than purely by email - building real relationships with the advisers and support staff who rely on our portals daily.
- Handle investor queries calmly and professionally, including sensitive or complex situations, always reflecting ’s values.
- Work closely with D&T, Operations and the wider Client Service team to ensure issues are resolved end-to-end, not just acknowledged.
- Attend relevant team meetings to share portal insights and flag emerging themes.
- Maintain accurate records of queries, resolutions and escalations in Salesforce and other internal systems.
- Strong communication skills - written, verbal and on the phone. Comfortable picking up the phone rather than defaulting to email.
- A calm, considered approach under pressure - this role moves quickly and priorities shift.
- Excellent time management and a genuine sense of urgency; able to manage multiple open queries without losing track.
- A natural relationship-builder - able to become a trusted, known face to advisers and distribution colleagues.
- High attention to detail; accurate and thorough in everything they record and communicate.
- Comfortable engaging directly with investors.
- Experience in customer service, financial services or a client-facing operational role.
- Exposure to portals, digital platforms or online client journey management.
- Familiarity with CRM systems such as Salesforce.
- In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools. We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement.
- offers a wealth of benefits including a contributory pension, hybrid/flexible working and ongoing learning and development opportunities. Check out our comprehensive list of benefits HERE .
- is dedicated to providing fair and equal opportunities for all individuals, including both current and potential employees. Discrimination of any kind based on factors such as age, disability, gender, sexual orientation, pregnancy, race, ethnicity, religion, gender identity, or marital status is not tolerated by the company.
- Our aim is to create a welcoming and diverse work environment where people from all walks of life feel valued and supported. We actively encourage individuals from various backgrounds to apply for job vacancies and become part of our team.
- You can find a link to our candidate privacy notice HERE.