Client Engagement Lead Associate - 12 Month FTC

Robert Walters UK; City Of London; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A leading financial services firm in London is looking for a Client Engagement Lead Associate to enhance client advocacy and service delivery. The role requires a proven track record in managing client relationships, exceptional communication skills, and a strong analytical mindset. Offering a competitive salary of £50,000 - £55,000, this position supports hybrid work arrangements.

Qualifications

• Minimum two years’ experience in institutional client relationship management.
• Demonstrated track record providing exemplary client service.
• Proven analytical skills for interpreting data sets.

Responsibilities

• Act as a champion for clients and represent their interests.
• Conduct service provision reviews to drive continuous improvement.
• Manage customer complaints with care and accuracy.

Skills

Client relationship management

Analytical abilities

Effective communication

Problem-solving

Compliance understanding

Job description

Client Engagement Lead Associate - 12 Month FTC

An exciting opportunity has arisen for a Client Engagement Lead Associate to join a highly respected financial services organisation in London. This role places you at the heart of client advocacy, where your ability to nurture relationships and champion customer needs will directly influence service delivery and client satisfaction. You will be instrumental in ensuring that clients receive exceptional support, with a focus on positive outcomes and continuous improvement.

What you'll do:

• Act as the dedicated champion for clients by representing their interests internally and externally, ensuring that all services consistently deliver positive outcomes aligned with agreed standards.
• Conduct regular reviews of service provision to clients, identifying challenges and sharing insights with senior management to drive continuous improvement.
• Take ownership of first-line support for live client issues, providing timely resolutions, analysing root causes, raising JIRA requests, tracking progress, and escalating matters when necessary.
• Coordinate prompt and accurate responses to client queries by collaborating with internal stakeholders across multiple departments.
• Deliver services in accordance with established Service Level Agreements (SLAs), proactively updating clients on progress and ensuring relevant metrics feed into broader management information reporting.
• Support the execution of the client engagement strategy by considering factors such as customer outcomes, service excellence, satisfaction levels, revenue generation, cost savings, and effective teamwork across functions.
• Manage customer complaints with care and accuracy, logging them appropriately, responding promptly in line with policy and regulation, tracking root causes, and driving changes to prevent recurrence.
• Promote successful adoption of the Client Query Portal by assisting in ticket design, monitoring adherence to SLA metrics on response times, producing internal/external reports, and using data insights to inform future enhancements.
• Maintain oversight of outsourced activities performed on behalf of clients by adhering to control frameworks and staying informed about industry developments relevant to financial products and services.
• Build productive relationships with senior client stakeholders by aligning organisational offerings with their vision, strategy, and roadmaps while supporting business case creation for new propositions or change requests.

What you bring:

To excel in this role, you will bring proven expertise from previous roles involving direct responsibility for managing institutional client relationships—ideally gained within wealth management platforms or similar financial services settings. Your interpersonal skills will enable you to build trust-based connections both inside the organisation and externally with clients at various seniority levels. You will demonstrate sensitivity towards diverse customer needs—including those who may be vulnerable—ensuring that every aspect of their journey is thoughtfully considered. Your analytical mindset will allow you to interpret complex data sets effectively so that recommendations are always grounded in evidence. A thorough understanding of compliance requirements is essential; you should feel comfortable navigating regulatory landscapes while promoting best practices throughout your work. Above all else your enthusiasm for supporting others—whether resolving queries or contributing ideas for process enhancements—will set you apart as someone who thrives in collaborative environments where shared success is celebrated.

• A minimum of two years’ experience in institutional client relationship management within platform/wealth management, custodian or investment management sectors; broader financial services backgrounds will also be considered.
• Demonstrated track record of providing exemplary client service focused on achieving good consumer outcomes alongside sustainable revenue growth.
• Highly effective communication skills enabling you to interact confidently with both external clients and internal stakeholders at all levels.
• Proficiency in creating detailed management information reports that support planning, prioritisation, escalation processes, and data-driven decision-making.
• Strong analytical abilities allowing you to identify root causes of issues quickly while implementing solutions that improve overall service quality.
• Experience managing customer complaints accurately according to policy guidelines while driving process improvements based on feedback analysis.
• Familiarity with regulatory frameworks including RDR, Transaction Reporting, Complaints Handling (TCF), CASS, KYC/AML procedures as well as company policies related to risk mitigation.
• Ability to collaborate closely within cross-functional teams encompassing relationship managers, product specialists, delivery experts—and communicate effectively across these groups.
• Commitment to maintaining up-to-date knowledge through continuous professional development (CPD) relevant to core responsibilities within financial services environments.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

About the job

• Contract Type: Permanent
• Focus: Operations
• Workplace Type: Hybrid
• Experience Level: Associate
• Location: London
• Salary: £50,000 - £55,000 per annum
• Industry: Financial Services
• Job Reference: 7ULRJK-AC297876
• Date posted: 8 September 2025
• Consultant: Alexandra Butler