Client Service Executive

Flagstone; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial technology firm in London is seeking a passionate client services executive to provide exceptional support to clients. The role involves addressing queries, advocating for customers, and collaborating with teams to enhance customer journeys. Applicants should have proven experience in customer service, strong communication skills, and a proactive approach to problem-solving. This position includes various benefits and opportunities for professional development.

Benefits

Private healthcare

Life insurance (four times your annual salary)

Dental/optical care

Matched pension contributions (5%)

Income protection

Remote working kit

25 days holiday (plus bank holidays)

Gym discount

Quarterly half days for Wellness leave

Flexible bank holidays

£1,000 annual learning bursary

Additional 3 days community and charity leave each year

Qualifications

• Extensive experience in providing ongoing support, ideally within a company well known for its customer service.
• Ability to excel in fast-paced settings and adapt to changing circumstances while maintaining outstanding customer service.
• A forward-thinking mindset to propose and implement innovative ideas for enhancing customer experience and operational efficiency.

Responsibilities

• Provide continuous support to existing clients by addressing enquiries and troubleshooting issues.
• Champion the customer at every stage, fostering trust-based connections.
• Work collaboratively with internal teams to ensure coordinated customer service.

Skills

Exceptional Customer Support

Effective Communication

Team Collaboration

Proactive Improvement

Adaptability

Compliance Knowledge

Solution-Oriented

Stakeholder Engagement

Financial Regulatory Understanding

Job description

What is Flagstone?

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let’s talk about you.

Does this sound like you?

A passionate client services exec who has a proven record of helping clients and customers in a range of different forms such as live chat, call and email. Good communication comes as second nature to you and you thrive in a fast-paced environment where you can use those skills.

What you’ll do:

You will be responsible for providing a friendly, professional, premium, and personalised service to our clients to enable their continuous support through fast resolutions to their queries or complaints. Your days are guaranteed to be varied, and we encourage you to voice your ideas with ways in which we can improve our service.

• Ongoing Support: Provide continuous support to existing clients by addressing enquiries, troubleshooting issues, and proactively enhancing their journey, in a timely manner that meets our SLAs.
• End to end journey: understanding the customers full journey, from initial application and onboarding stage, all the way through to a Flagstone customer.
• Customer Advocacy: Champion the customer at every stage, fostering trust-based connections and delivering exceptional service.
• Continuous Improvement: Evaluate and improve the customer journey from start to finish, providing insights and feedback to drive continuous enhancements.
• Collaboration: Work collaboratively with internal teams to ensure a coordinated approach to customer service and the voice of the customer is represented in cross functional meetings.
• Industry Knowledge: Stay informed about industry trends, best practices, and emerging technologies to ensure world-class service.

What you’ll bring:

• Exceptional Customer Support: Extensive experience in providing ongoing support, ideally within a company well known for its customer service
• Adaptability: Ability to excel in fast-paced settings and adapt to changing circumstances while maintaining outstanding customer service.
• Proactive Improvement: A forward-thinking mindset to propose and implement innovative ideas for enhancing customer experience and operational efficiency.
• Solution-Oriented: Expertise in identifying areas for improvement and providing effective solutions to elevate customer satisfaction.
• Effective Communication: Exceptional communication skills, adept at conveying customer-centric values and adapting communication styles to various needs alongside expertly navigating difficult conversations.
• Team Collaboration: Proven ability to work collaboratively within a team environment, supporting colleagues and delivering world-class service.
• Compliance Knowledge: Strong commitment to upholding compliance and regulatory standards, particularly in KYC and AML policies.
• Stakeholder Engagement: Proficiency in engaging with stakeholders at all levels to promote a unified approach to customer service excellence.
• Financial Regulatory Understanding: Comprehensive knowledge of financial regulations relevant to the company, with ongoing learning and development.

How we reward you:

At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:

• Private healthcare
• Life insurance (four times your annual salary)
• Dental/optical care
• Matched pension contributions (5%)
• Income protection
• Around the World in 90 days (remote working)
• £1,000 annual learning bursary
• 25 days holiday (plus bank holidays)
• Remote working kit
• Additional 3 days community and charity leave each year
• Quarterly half days for Wellness leave
• Flexible bank holidays
• Gym discount