Client Service Administrator

Rathbones Group

Liverpool

On-site

GBP 25,000 - 34,000

Full time

2 days ago

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Benefits offered by this job

Company pension

Private medical insurance

Life assurance

Income protection

Discretionary bonus

Flexible holidays

Green Car Scheme

Study support

Season travel ticket loans

Volunteering days

Gym discounts

Job summary

Rathbones Group in Liverpool is seeking a Client Service Administrator to support prospective and existing clients across digital servicing and client administration. You will handle new enquiries, qualify leads and ensure a seamless journey from first contact through ongoing support.

Working in the Digital Client Care model, you will assist with online access journeys, CRM tasks and cross‑functional collaboration with Wealth Management, Financial Planning and Operations to deliver great client

Qualifications

Experience in client service or financial services.
Clear and confident communicator across calls, emails and stakeholder interactions.
High attention to detail, particularly with client data, access permissions and verification activity.
Comfortable using systems, digital tools and workflow processes.
Able to manage multiple queues, tasks and priorities while maintaining service quality.
Curious, solution-focused and willing to identify improvements from frontline feedback.
Understands confidentiality, regulatory standards and good client outcomes.
Experience with new business enquiries, digital online portals, CRM, or similar platforms would be desirable.

Responsibilities

Manage new client qualification queue activity, ongoing leads, portal queries and other digital servicing requests.
Understand the Service and Propositions available within the Group and match the appropriate service to the enquiring prospects needs
Manage inbound calls, callbacks, lead and online support emails and digital support queries.
Support online access journeys, including setup, usage, troubleshooting, exclusions and client guidance.
Complete new online access requests, closure, novation and related Digital Client Care administration tasks.
Undertake action, verification and checking activity in line with controls.
Liaise with IT, Product, Operations and internal stakeholders to progress issues, incidents and service requests.
Track and review IT tickets, data issues, undelivered items and recurring support themes.
Support Digital Client Care meetings, feedback capture, app reviews and development testing.
Identify process improvements and opportunities to reduce repeat contact.
Share best practices and contribute to a positive, client-focused team culture.

Skills

Client service

Online support

Communication

Attention to detail

Regulatory knowledge

CRM familiarity

Digital tools

Multi-tasking

Tools

CRM

Digital platforms

Job description

At Rathbones, we help people invest their money well, so they can live well. That means more than financial returns – it's about helping people feel confident in their decisions and supported in their future. We don't just manage money, we guide people through life's big moments, helping them stay on track and focus on what matters most.

We're proud to be one of the UK's leading wealth managers, with £113.6bn in assets under management (as of March 2026) and 20+ offices across the UK and Channel Islands. We're a FTSE 250 company with national reach and a local feel - and we're growing.

Title: Client Service Administrator

Location: Liverpool

Contract: Permanent

Hiring Manager: Lucille Scott

Role Purpose

The Client Service Administrator plays an important role in supporting prospective and existing clients throughout their journey with Rathbones. Acting as a trusted point of contact for clients, introducers, advisers and internal colleagues, the role is responsible for managing new enquiries, qualifying leads, supporting client and colleague queries, and ensuring a seamless experience from initial contact through to ongoing client support.

Working within the Digital Client Care model, the role holder will provide high-quality support across lead qualification, digital servicing and client administration activities. They will help clients navigate Rathbones' services and digital channels, gather information accurately and efficiently, and work closely with Wealth Management, Financial Planning, Operations and Client Service teams to deliver positive client outcomes.

The role requires strong communication, attention to detail and a client-focused approach. By resolving enquiries, supporting digital journeys and identifying opportunities for improvement, the Client Service Administrator will contribute to an efficient, compliant and high-quality service experience for both prospective and existing clients.

Key Responsibilities

Manage new client qualification queue activity, ongoing leads, portal queries and other digital servicing requests.
Understand the Service and Propositions available within the Group and be able to match the appropriate service to the enquiring prospects needs
Manage inbound calls, callbacks, lead and online support emails and digital support queries.
Support online access journeys, including setup, usage, troubleshooting, exclusions and client guidance.
Complete new online access requests, closure, novation and related Digital Client Care administration tasks.
Undertake action, verification and checking activity accurately and in line with agreed controls.
Liaise with IT, Product, Operations and internal stakeholders to progress issues, incidents and service requests.
Track and review IT tickets, data issues, undelivered items and recurring support themes.
Support Digital Client Care meetings, feedback capture, app reviews and development testing.
Identify process improvements, recurring pain points and opportunities to reduce repeat contact.
Share best practices and contribute to a positive, client-focused and improvement-led team culture.

Skills & Knowledge

Strong client service, online support, operational support or financial services experience.
Clear and confident communicator across calls, emails and stakeholder interactions.
High attention to detail, particularly when handling client data, access permissions and verification activity.
Comfortable using systems, digital tools and workflow processes.
Able to manage multiple queues, tasks and priorities while maintaining service quality.
Curious, solution-focused and willing to identify improvements from frontline feedback.
Understands the importance of confidentiality, regulatory standards, Consumer Duty and good client outcomes.
Experience with new business enquiries, digital online portals, CRM, or similar digital platforms would be desirable.

Our offer to you

We want everyone at Rathbones to fulfil their potential, in an environment where you are proud to work and feel like you belong.

We offer a comprehensive remuneration package, which we review regularly, and benefits include:

A company pension - 9% non-contributory or 10% if you contribute 5%
Private medical insurance - Individual on joining, family after 1 year's service
Life assurance - 8 x salary
Income protection - 75 % salary
Company share scheme
Discretionary bonus
Flexible holidays - purchase up to 5 additional days
Green Car Scheme
Family friendly policies - enhanced family leave for parents & carers
Study support - study days and funding for courses and qualifications
Season travel ticket loans
Volunteering days
Gym discounts
Other voluntary benefits you can choose to suit you

Our employees can choose to take part in various social groups and communities to support their wellbeing, growth, development and sense of community. These include:

Sports & Social Committees, such as cricket, football, netball, running, yoga, quiz nights, charity bake sales and much more.
Inclusion Networks that help us drive change within the organisation such as Gender Balance, Multicultural, Abilities Count, Pride, Social Mobility, Generations, Menopause Matters@Rathbones' and Armed Forces.
The NextGen IM Network, which brings together a community of trainees from across the UK, who are all at the early stages of their careers and offers development opportunities, exposure across the business as well as peer support and connection.

Life at Rathbones

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values.

We're a Disability Confident Employer (level 2) under the UK Government scheme. This means we've signed up to a set of commitments around how we recruit, retain and develop people with disabilities.

Mission

We believe in playing the long game. That means building consistent results, earning trust and doing the right thing - for our clients, our colleagues and the communities we're part of.

Values