Client Services Executive

Novia Financial plc; Bath; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Novia Financial plc's Wealthtime team is seeking a Client Services Executive to be the first point of contact for Financial Advisers, Clients, and sales teams. You will deliver expert platform support by phone, email, and written communication, maintaining high standards with empathy and care.

The role offers a clear career path through the CSE Elevate scheme, with defined salary bandings and two tracks—Leadership and Specialist—to suit your strengths and ambitions.

Qualifications

• Proven customer service experience in financial services.
• Strong call handling and administrative skills.
• Proficient in Word, Excel, Outlook.
• High accuracy and regulatory compliance.
• Excellent communication across channels.
• Independent and collaborative team worker.
• Resilient under pressure with deadlines.
• Solution-focused and proactive.
• Strong organizational skills.

Responsibilities

• Deliver exceptional customer outcomes by fostering a customer-centric culture, with particular attention to vulnerable customers in line with policy.
• Be the first point of contact for Financial Advisers, Clients, Sales Teams, and Third‑Party Providers, handling queries via phone, email, and written communication per standards and compliance.
• Take ownership of complex queries, ensuring thorough investigation and timely resolution.
• Build and maintain relationships across teams to support a collaborative, high-performing environment.
• Champion continuous improvement by sharing best practices and participating in projects to enhance service delivery.
• Ensure adherence to Consumer Duty principles, raising risks or concerns with management.
• Support business-wide initiatives with additional responsibilities as directed.
• Drive process improvements and develop more efficient ways of working.
• Maintain a structured training and development plan.

Skills

Customer service

Call handling

MS Office proficient

Attention to detail

Interpersonal skills

Teamwork

Resilience under pressure

Problem solving

Time management

Job description

As a Client Services Executive (CSE), you'll be a key part of Wealthtime's award-winning service team, acting as the first point of contact for Financial Advisers, Clients, Regional Sales Managers (RSMs), and Business Development Managers (BDMs).

You'll handle a wide range of platform-related enquiries via phone, email, and written communication, delivering expert support with professionalism, empathy, and care.

You'll need to be confident speaking on the phone, including in challenging situations, and able to remain calm and solution-focused under pressure. Your ability to listen, communicate clearly, and resolve queries effectively will be essential to maintaining our high standards of service.

Our CSEs are technical specialists with deep knowledge across the entire Wealthtime platform, providing consistent, high-level guidance without the limitations of product‑specific teams. You'll also contribute to service improvement by identifying opportunities for enhancement and sharing feedback.

You'll be part of a supportive and collaborative team culture, where your contributions are valued and your development is actively supported. Through our CSE Elevate progression scheme, you'll have access to a transparent career pathway with defined salary bandings and two flexible tracks¿Leadership and Specialist¿allowing you to grow your career in a way that suits your strengths and ambitions.

Key Responsibilities:

• Deliver exceptional customer outcomes by fostering a supportive, customer‑centric culture, with particular attention to the needs of vulnerable customers in line with company policy.
• Act as the first point of contact for Financial Advisers, Clients, Sales Teams, and Third‑Party Providers, managing and resolving queries via phone, email, and written communication in accordance with service standards, procedures, and compliance requirements.
• Take ownership of complex queries and issues, ensuring thorough investigation and resolution within agreed timeframes, and maintaining accountability through to completion.
• Build and maintain effective working relationships across teams and departments, contributing to a collaborative and high‑performing environment.
• Champion continuous improvement by identifying, developing, and sharing best practices, and actively participating in team and business projects aimed at enhancing service delivery and operational efficiency.
• Ensure full adherence to Consumer Duty principles, proactively raising risks, near misses, or concerns with your Line Manager or Compliance.
• Support business‑wide initiatives by undertaking additional responsibilities aligned with your skills and capabilities, as directed by management.
• Drive process improvement by challenging existing procedures and contributing to the development of new, more efficient and accurate ways of working.
• Take responsibility for personal development by maintaining and executing a structured training and development plan.

Specialist Skills, Qualifications and Experience:

Essential:

• Proven customer service experience, ideally within the financial services sector.
• Strong background in call handling and administrative tasks.
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
• Demonstrates high levels of accuracy and attention to detail when managing client and adviser enquiries, ensuring all communications and processes meet regulatory standards.
• Excellent interpersonal and communication skills, with the ability to engage effectively across various channels.
• Able to work independently and collaboratively within a team environment.
• Maintains professionalism and resilience when managing challenging interactions, competing priorities, and tight deadlines, consistently delivering high‑quality service.
• Proactive and self‑motivated, with a solution‑focused approach to problem‑solving.
• Strong organiser‑ship skills, with the ability to manage workload efficiently.

Desirable:

• Knowledge and experience of wrap platforms (minimum 1 year preferred).
• Understanding of Consumer Duty principles and regulations relating to vulnerable customers.
• Previous telephony experience specifically within the financial services industry.
• Experience in financial services (minimum 1 year preferred).
• Familiarity with investment products such as SIPP, Drawdown, GIA, ISA, and Offshore Bonds.